Salesforce surveyed customer service agents, decision makers, mobile workers and dispatchers, a total of 7,000 respondents, across 33 countries.
Salesforce’s State of Service survey saw 88% of respondents reporting that the pandemic has exposed technology gaps in customer service. With customers moving from offline to online for engagement, 86% participants noted that service channel gaps have been exposed by COVID-19.
78% companies have brought new technologies on board to aid service teams following the disruptions caused by the pandemic. Policy changes that allow customers to have greater flexibility have been made by 83% of service companies.
Further, 87% respondents observed that existing policies and protocols are not suitable for current circumstances. Since 2018, the adoption of AI by service teams has gone up 32%.
[3 minute read]