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Support Reality Survey 2026 (Quick, 90 seconds)
8 quick questions on how support teams really run in 2026. For research and educational purposes only, no sales. Everyone who leaves an email gets the full results report free.
Your role
*
A
Founder / CEO
B
CXO / VP Customer Experience
C
Head of Support / Customer Success
D
Support manager or team lead
E
Support agent / engineer
F
Operations / IT
G
Other
Industry
*
A
SaaS / software
B
E-commerce / D2C
C
Fintech / banking / insurance
D
Healthcare
E
Education / edtech
F
Telecom
G
Logistics / travel
H
Outsourcing / BPO
I
Manufacturing / B2B services
J
Other
People working in customer support
*
A
Just me
B
2-5
C
6-20
D
21-50
E
51-200
F
200+
Main support tool today
A
Freshdesk
B
Zendesk
C
HubSpot Service Hub
D
Salesforce Service Cloud
E
Zoho Desk
F
Jira Service Management
G
Intercom
H
ServiceNow
I
Email / WhatsApp / shared inbox only
J
Built in-house
K
Other
Where are you with AI in support?
*
A
Not using
B
Exploring
C
Piloting
D
Live on some tickets
E
Live on most tickets
Pick your top 3 problems
*
SLA misses / slow responses
Escalations to engineering get stuck
Can't see which customers are unhappy or at risk
Reporting takes too long
Repetitive tickets waste agent time
Slow agent onboarding
Too many channels to manage
AI gives wrong answers or frustrates customers
AI or tool costs too high
Leadership doesn't value support
Other
If a tool fixed your #1 problem, what would you pay per month?
*
A
Only if free
B
Under ₹2k (~$25)
C
₹2k-10k (~$25-120)
D
₹10k-40k (~$120-500)
E
₹40k+ (~$500+)
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