Customers are the most important part of any business. And customers today aren’t just looking for stellar products and offerings, they also want an amazing service experience.
The stakes are high: 48% of customers who switched brands recently say they did so for better customer service and 94% say good customer service makes them more likely to make another purchase*. Buyers today want personalized attention and they want their issues resolved quickly — with 83% of buyers expecting to solve complex problems by talking to one person.
So what’s getting in the way? Service departments are dealing with competing priorities: rapidly increasing customer expectations around personalized service, lack of insights, and tighter budgets.
How do you get there? By putting your customer at the center of every decision. It’s about meeting your customer where they are —on their terms, with their preferences, and their technology. It’s about making customer-centric processes and business models the norm to make your customer experience better.
With the right insights and technology, any company can be a customer company.
For customer service leaders, AI and automation are no longer ‘nice to have.’ For service organizations to balance dueling priorities around customer expectations and cost reduction, AI and automation have become a new imperative. Modern technology, like generative AI, has the potential to rapidly grow and scale service, while improving the customer experience.
Using data from our largest Service survey yet (8,050 service professionals across 36 countries), conducted for the 5th State of Service Report, this guide explores the real impact automation and AI are having on customer service and why they both have the ingredients to get service orgs out of the
“connect-better-spend-less” conundrum.
This article is posted at salesforce.com
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