Managing the nuts and bolts of support cases, ticketing and problem solving for customers

Our expertise comes from our unique research and decades of experience not found anywhere else in the industry. It can help you make Customer Service and Support tools and processes impactful to your organization. Consider these insights as you look to assess and improve your customer support efforts.


Customer service and support is the process of providing timely and accurate responses to customer inquiries. This includes tracking inquiries through trouble ticketing and case management solutions, and ensuring that the pool of information used to solve problems is accurate, up-to-date and readily available to agents who serve customers.

Research Fact

It is critical to provide accurate information to customers on a timely basis; 48% of organizations say that slow responses negatively impact customer satisfaction, and 41% cite answers that are inconsistent across touchpoints.

Best Practice

Organizations should incorporate as many relevant stakeholders in CEM decision-making processes, including service, sales and marketing team leaders.




Our guidance on Customer Service and Support provides advice on how to embrace technology effectively. If you are ready to learn more on how we can help your efforts in CSS, check out our research below or reach out to us directly, and get started on your journey to excellence.


See our Latest Research