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85% of Canadian service professionals say they are facing a significant increase in customer expectations. To meet those demands, organizations are increasing their investment in AI and data integration and using this moment to tap into the emergence of “service as a revenue driver”, according to the latest State of Service report from Salesforce.
Released this week, the sixth edition of its State of Service report reveals the latest trends in customer service based on a global survey of over 5,500 service professionals, including Canada.
Key highlights of the report include:
- 83% of service organizations in Canada plan to increase AI investments this year
- 92% of Canadian service professionals at organizations with AI say the technology saves them time and reduces costs
- The top 3 service use cases for AI in Canada are Customer-facing intelligent assistants, Agent-facing intelligent assistants, and Intelligent offers and recommendations
- 80% of organizations in Canada expect service to contribute more revenue this year
- 79% of service organizations in Canada expect more budget this year
- 85% of Canadian service professionals say customers are more demanding, and 81% of agents say customers expect a personal touch more than they used to
- Meanwhile, Service agents in Canada spend an average of just 43% of their time helping customers
- 91% of service professionals say better access to data from other teams would improve the support they provide to their customers
- 85% of service organizations are increasing investment in data integration next year
Full details can be found here.