Do you think the service your company provides is as good as the products you sell? If not, watch out. Eighty-eight percent of customers say the experience you offer is as important as your products. Even more startling? Forty-eight percent have already switched brands because they wanted better customer service.
For companies that run contact centers, this should be a call to action. But the current reality is that service organizations everywhere are under tremendous pressure. Stiff economic headwinds are forcing companies to cut costs, while caseloads and customer expectations are rising. And stuck in the middle are service professionals, many of whom consider themselves customer advocates.
Under these conditions, is it possible for service organizations to prioritize efficiency meet rising customer expectations, and deliver success now? To find out, Salesforce surveyed over 8,000 service professionals in multiple industries across 36 countries. In the fifth edition of “Salesforce’s State of Service” report, we uncovered what practices, capabilities, and strategies separate the high-performing contact centers from their competition.
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