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Vast Majority of Customer Service Teams Push Operations to Keep Up With Demand

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TLDR:

Salesforce’s State of Service report indicated that the accelerated digitization onset by issues in public health and relatively recent events have forced service agents to be more strategic. The report also demonstrates how professionals in the service sector have thrived in digital channels because of this. This report took datacfrom 7,000 service professionals. Crucial data points of the report include: 88% of decision-makers have responded field service is vital, 0% of sales and service teams have better alignment, Since 2018, chatbot adoption has risen by 67%, 62% of customer service teams get help from other departments, and 55% of service professions feel they need more training to succeed.

Salesforce’s State of Service report indicated that the accelerated digitization onset by issues in public health and relatively recent events have forced service agents to be more strategic. The report also demonstrates how professionals in the service sector have thrived in digital channels because of this.

Specifically, the State of Service report highlighted several key data points from 7,000 service professionals: 

°  88% of decision-makers have responded field service is vital

°  80% of sales and service teams have better alignment

°  Since 2018, chatbot adoption has risen by 67%

°  62% of customer service teams get help from other departments

°  55% of service professions feel they need more training to succeed

In a statement from Jim Roth, the Executive VP of Customer Support at Salesforce, he mentioned the importance of seamless customer experience. More specifically, he said:

In our personal lives, we so often solve issues on our own with a simple Google search. When we interact with companies, we expect the same level of easy, seamless interactions. If a company makes it too hard for customers to engage, they may become former customers.

And according to the EVP and GM of B2B CRM at Salesforce, Bill Patterson, the report helps Salesforce and beyond to recognize how different businesses are coping with recent events in public health.

Original article from DemandGen Report on 9 December 2020. 

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