What is Support ROI?

Support ROI (Return on Investment) measures the value generated by customer support operations relative to the costs incurred. It helps justify support budgets and technology investments by quantifying business impact.

Calculating Support ROI

ROI Formula: (Value Generated - Investment) / Investment x 100

Value Components

Support generates value through:

• Customer retention: Prevented churn from good support
• Upsell/Cross-sell: Revenue from support interactions
• Referrals: New customers from satisfied existing ones
• Reduced escalations: Lower costs from effective resolution
• Brand value: Reputation from great experiences

Cost Components

Support costs include:

• Labor: Agent salaries and benefits
• Technology: Help desk, phone, AI tools
• Facilities: Office and equipment
• Training: Agent development
• Management: Leadership and QA

AI Impact on Support ROI

AI improves ROI through both sides:

• Cost reduction: 80% lower cost per ticket
• Better retention: Higher CSAT prevents churn
• Revenue opportunity: More capacity for proactive support
• Scalability: Handle growth without proportional cost

ROI Calculation Example

• Monthly tickets: 10,000
• Pre-AI cost: $100,000 ($10/ticket)
• Post-AI cost: $20,000 (90% AI at $1, 10% human at $10)
• Annual savings: $960,000
• AI investment: $200,000/year
• ROI: 380%

Measuring Support Value

Beyond cost, track value metrics:

• Retention impact: Churn rate by support experience
• Revenue influence: Sales from support interactions
• NPS correlation: Support quality to loyalty
• Lifetime value: CLV by customer effort score

Maven AGI Difference: Our customers see 300-500% ROI. With 80% cost reduction and improved customer retention from 90%+ resolution rates, the math works quickly. K1x reallocated budget to new roles that would not have been possible without Maven.

Book a demo to calculate your support ROI.