The State of Customer Support in 2022
Create a free account to apply in seconds
Detailed Study of Customer Support
How are customer needs changing today? What are their expectations from customer support teams?
Hiver surveyed 1200+ consumers in the US to arrive at detailed insights on their preferences, likes and dislikes.
Download the Report
Scroll here to preview report
Read more
CX leaders weigh in on the top AI trends in support
Customers seek quick, frictionless solutions. Provide the right answer the first time, save their time, and deliver a smooth experience—whether through humans or AI—to build lasting trust, confidence, and stronger relationships.
Shep Hyken
Customer Service/CX Expert and New York Times Bestselling Author
AI can analyze data, deliver personalized solutions, and create engaging, efficient interactions. Tailor AI to your customers’ needs and expectations to make them feel understood while achieving impactful results.
Flavio Martins
Customer Service and Customer Experience Expert
Transparency builds trust. When using AI, explain its purpose and benefits to set expectations, avoid disappointment, and ensure customers feel cared for-not exploited.
Dan Gingiss
Customer Experience Keynote Speaker and Author
Social media offers fast learning but requires caution with sources. Training courses are reliable yet can quickly date with AI’s rapid growth. A balanced mix of both is the smartest approach.
James Dodkins
Director, Product Management – Pegasystems
The research report dives into
• Support channels that customers use to interact with companies
• What annoys and frustrates customers the most
• How efficient customer support teams are at query resolution
• Critical factors that drive customer trust and loyalty
Download the Report