The changing state of customer service
Learn from 7000 customer service professionals on how the strategic role of service is shifting
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The role of customer service has been on the rise for years, driven by shifting balance of power between businesses and their customers. In the midst of dual health and economic crises, delighting and advocating for customers has become even more critical as companies shift their focus from employee and customer acquisition to retention.
The fourth edition of Salesforce’s State of Service report based on over 7,000 survey responses worldwide, provides a detailed view of how the trajectory of customer service has — and hasn't — changed. The report also illustrates the strategies embraced by top teams as they plot their futures.
Download this report to discover:
- How customer service standards continue to change in the midst of crisis
- Which strategies, tactics, and technologies service organizations are turning to in the new normal
- How service organizations are navigating abrupt changes in their work environment
- The impact and trajectory of field service during a time of social distancing
