2025 Customer Support Efficiency Study

What this is about

Support doesn't slow down because reps can't handle volume. It slows when they're not fully confident in the answer.

That uncertainty shows up as hesitation, Slack side-checks, dependence on tribal knowledge, and escalations that didn't really need to escalate.

Accuracy issues eventually become cost issues. This study looks at how teams keep answer quality and trust steady as products and processes grow more complex.

Who I'm interviewing

Same profile as the productivity study:

• Support Ops leaders in B2B SaaS
• Teams of around 50–200 agents
• Zendesk plus a knowledge tool like Confluence or Guru
• US or Canada based
• Feeling the strain of scale and complexity

What you'll get

In 20 minutes, you'll get a clearer view of:

• Early signs that trust in internal answers is slipping
• Whether accuracy issues are driving escalations or reopens
• How other teams keep quality stable under scale
• Talking points you can use with Product, Finance, or CS leadership

The goal is a useful outside lens, not a sales pitch.

20 minutes, zero prep

• No data pulls or dashboards required
• We talk through examples, not slideware
• Everything you share is anonymized

Why I'm doing this

Speed only matters if the underlying information is correct. If agents don't trust the answer, they slow down or escalate.

Bad or uncertain answers turn into escalations, reopens, senior involvement, and higher cost-per-ticket.

I'm trying to understand where accuracy breaks first — and how strong teams catch it early.