Salesforce Research Releases Its Third State of Service Report

Salesforce Research has released its third State of Service Report exploring the impact of artificial intelligence on the future of customer service.

Technology is drastically redefining customer standards and ultimately, the way brands hire, train, serve and sell. Customers are demanding faster, more personalized and connected experiences. It is more apparent now than ever before that customer service is the competitive differentiator for brands. In fact, 80% of customers say the experience a company provides is just as important as it product.

With new technology trends like chatbots, artificial intelligence, mobile workers, cross-functional engagement and the marriage of human expertise with AI augmentation (80% of service decision makers believe AI is most effective when deployed with – rather than in place of – humans), the future of customer service is complex, competitive and full of opportunity.

Below are some key highlights from Salesforce’s State of Service report, which takes a critical approach to analyzing key trends that employers should consider when it comes to service.

Canadian Specific Report Highlights:

  • AI’s Impact Takes Shape – 23% of businesses plan to use artificial intelligence within the next 18 months compared to the 15% that currently use it, a 153% projected growth rate.
  • Customer Engagement Goes Digital and Cross-Functional – 52% of service professionals say their organization is seeing increased case volume through digital channels.
  • The Fourth Industrial Revolution Drives Service Transformation – 78% of service decision makers say their company’s customer service must transform in order to stay competitive.

Global Report Highlights:

  • AI’s Impact Takes Shape – 80% of service decision makers believe AI is most effective when deployed with – rather than in place of – humans.
  • Customer Service is on the Cusp of an AI Revolution – 56% of service decision makers say their organizations are actively looking for ways to use AI.
  • The Mobile Workforce Has Become the Face of Brands – Nearly 9 in 10 (89%) of service decision-makers say the experience a customer has with a mobile worker is a reflection of their brand. Given the level of importance of the mobile workforce, 71% of service decision-makers plan to be making significant investments in their mobile workforce.

The report provides a comprehensive analysis based on data provided from over 3,500 customer service decision makers and agents worldwide. Data is from a blind survey conducted from Nov. 27 through Dec. 15, 2018. Survey respondents are from North America, Latin America, Asia-Pacific, and Europe. All respondents are third-party panelists (not limited to Salesforce customers).

You can download the full report here. An infographic is also available below:



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