9th Apr 2021

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

The strategic role of customer service continues to rise as power shifts from businesses to customers who demand increasingly tailored engagement.
Brought to you by:
Access now

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
Tags:
Salesforce

Salesforce is a customer relationship management solution that brings companies and customers together. It's one integrated CRM platform that gives all your departments — including marketing, sales, commerce, and service — a single, shared view of every customer.

Read more from Salesforce

Download this guide

front cover

Share a few of your details to download your copy

First Name *
Last Name *
Job Title *
Company *
Phone Number *
Newsletters

By submitting this form you agree to our terms and conditions