2025 Customer Support Efficiency Study

What this is about

Small bits of friction — hunting for an answer, double-checking old documentation, waiting on someone senior — add up quickly. When volume grows, Support Ops feels it before anyone else.

The problem usually isn't the ticketing system. It's the flow of knowledge inside the team.

This study looks at where productivity friction actually starts and how teams keep handling time steady as they scale.

Who I'm interviewing

I'm looking to speak with leaders who:

• Run Support Ops for B2B SaaS
• Manage roughly 50–200 agents
• Use Zendesk + Confluence, Guru, or a similar stack
• Are noticing uneven performance as volume grows
• Are based in the US or Canada

What you'll get

In the conversation, we focus on your world, not mine. You'll leave with:

• A clearer view of where your team is silently losing time
• Signals of hidden cost that may not show up in standard dashboards
• Patterns behind handling-time variance across agents or queues
• Perspective you can use in planning or budget conversations

This is meant to be immediately useful, not theoretical.

20 minutes, zero prep

• No reports or exports required
• No deck, no homework — just show up
• Examples are anonymized; I'm not collecting logos

Why I'm doing this

I spent years at Microsoft working on systems where tiny workflow slowdowns created measurable operational cost.

Support Ops sees the same pattern: slow knowledge flow → slower closes → more escalations → senior drag → rising cost.

I'm running this study to understand where that friction actually starts and what high-performing teams are doing differently.