Salesforce State of Service report: Insights from over 7,000 customer-service professionals worldwide

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The strategic role of customer service continues to rise as power shifts from businesses to customers who demand increasingly tailored engagement. In the midst of dual health and economic crises that demand care and guidance, customers have put even greater stock in quality service and support. The role of an agent goes far beyond closing tickets; agents are now a prominent face of the brand.

For the fourth edition of its State of Service report, Salesforce Research surveyed global customer-service professionals to determine:

  • How customer service standards continue to change in the midst of crisis
  • Which strategies, tactics, and technologies service organisations are turning to in the new normal
  • How service organisations are navigating abrupt changes in their work environment
  • The impact and trajectory of field service during a time of social distancing
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