From AI integration to economic uncertainty, support organizations are dealing with multiple disruptions simultaneously. Plus, they’re trying to maintain service quality and employee morale.
HDI’s new “State of Tech Support in 2025” captures what is happening in a survey of 115 industry leaders, with 72% of respondents identifying as leaders in their organizations. Here are five insights from the report that showcase where the industry stands today.
Learning and adapting to all this new technology is tough
Tech support training has become more complicated, with 54% of organizations reporting increased complexity over the past three years.
“This community is experiencing so much change so quickly,” says Daniel Thomas, HDI’s Principal Analyst of Enterprise IT. “A big part of that change is the perception of what service looks like in 2025 and moving forward. These organizations have to work hard and fast to ensure that their service is updated to meet those standards.”
Information overload (67%) and system complexity (43%) are barriers preventing new hires from reaching technology proficiency. In addition, support teams are handling more work than ever, with 34% seeing ticket volumes increase and organizations processing an average of 10,675 tickets monthly.
“We found that 45% of respondents felt behind the curve when using modern support technologies effectively,” Thomas says. “They’re trying to master new technologies while simultaneously meeting elevated customer expectations, which can be difficult.”
Soft skills still matter
Even with a big emphasis on technology, the biggest recruitment challenge isn’t finding people who know how to master it. Instead, 55% of organizations struggle to find candidates with necessary soft skills, compared to 39% citing insufficient hard skills.
This shift shows the evolving nature of tech support roles. Empathy, communication and collaboration now carry equal weight with technical troubleshooting. The research shows that customer service abilities, critical thinking and the capacity to coach others have become essential qualifications.
This makes recruitment increasingly competitive, with 59% of respondents saying it’s difficult to find candidates with the right blend of abilities.
“It’s no longer just about what you know,” Thomas says. “It’s about how you communicate what you know and the environment you create for others.”
The industry is optimistic about AI
Tech support leaders are optimistic about AI. Organizations see AI as a tool for expanding services, filling coverage gaps and handling routine tasks.
For example, 50% of respondents said AI will reduce demand for some jobs, while increasing demand for others. Currently, 14% are already deploying AI in training modules, while 38% are preparing for implementation. Looking ahead, 42% expect AI to play a moderate or critical role in training future staff.
In addition, 71% said improving customer experience was their top justification for new technology investments.
“Respondents haven’t lost focus on what matters most to them — making sure customers are satisfied and that they provide superior customer service,” Thomas says.
The economy is a factor
The data shows that economic uncertainty is affecting the industry. While 56% of staff and 57% of leadership received salary increases in 2024, expectations for 2025 have dropped. Only 42% of staff and 45% of leaders anticipate raises this year.
The concern runs deeper than compensation. Nearly half (46%) of respondents feel underpaid considering their workload and responsibilities. While only 5-7% expected benefit cuts last year, that number has jumped to 12-13% for 2025.
And people are concerned about their careers. Though 64% feel somewhat secure in their positions, 30% lack confidence in finding similar work if laid off. Hiring expectations reflect this caution, with 15% anticipating freezes and 5% expecting headcount reductions.
Despite these challenges, there’s something to be said for self-advocacy: 45% of respondents who attempted to negotiate their salary ended up receiving their desired outcome.
R-E-S-P-E-C-T never goes out of style
Organizations that demonstrate respect through fair compensation, work-life balance, strong management relationships and recognition consistently outperform those that don’t.
In the past year, 75% of support organizations experienced a notable turnover, with 59% reporting moderate to significant operational impact. The damage extends beyond lost productivity to decreased morale, hiring costs and reduced service quality.
“Respect is an investment in your people, and there’s multiple ways organizations can back that up,” Thomas says. “Good compensation and benefits reinforce employees that their expertise is valued and comes at a price. Work-life balance respects an employee’s boundaries. Providing pathways to advance their careers reminds workers that their organizations want to see them excel.”
Download the full report HERE.