2024 State of Remote Support Summary Findings

Overview

Rising customer expectations, lower cost-to-serve pressures, shortage of field service resources and the pandemic have pushed remote support to the forefront of customer experience. However, as both assets and service contracts grow more complex, so does the ability to design and deliver a personalized, omnichannel experience through remote support. This evolving landscape of customer experience brings with it new challenges for service leaders to navigate. To learn more about the trends, priorities and winning strategies across remote support, Service Council launched our first State of Remote Support survey.

Join Service Council’s VP of Research and Advisory, Dr. Gerardo Pelayo as he shares the summary findings from the survey, including:

• Remote support best practices and strategies employed by leading organizations
• Current and future efforts across self-support mechanisms, chat support and call center support
• Challenges and priorities faced by service leaders in remote support
• The metrics or indicators being used to inform remote support business health
• Achievement of KPIs and metrics by best-in-class organizations

Gerardo Pelayo, Ph.D.

VP, Research & Advisory