Insights from Salesforce’s 2022 State of Service Report
In the ever-changing landscape of business, one function has stood out in recent years for its transformation and increasing significance: customer service. The importance of customer service has surged, and it has undergone significant changes, making it essential for organizations across industries. As we navigate through an era marked by heightened customer expectations and economic uncertainties, it’s crucial to understand how service organizations are adapting to these shifts.
The Heart of Service: Building Connections
Customer service is undeniably at the core of the overall customer experience. However, one challenge that persists is the perception among customers that they are interacting with separate departments rather than a unified company.
According to Salesforce’s research, a staggering 60% of customers have reported this disjointed experience. Furthermore, 66% of customers find themselves repeatedly explaining information to different representatives.
To bridge this gap and provide the personalized, empathetic engagement customers expect, service professionals need full visibility into the entire customer journey. Efforts to connect the dots across this journey are already available, with Salesforce playing a significant role in this endeavor.
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Breaking Down Silos for Better Service
Balancing customer expectations for empathy and speed, particularly in times of economic uncertainty, presents a challenge for service organizations. Many have turned to process automation, which is now a standard practice in nearly four-fifths of service organizations, and especially prevalent in high-performing teams.
Automation offers various benefits, with time savings being the most prominent, followed by improved collaboration between departments and a reduction in errors. Artificial intelligence is also increasingly integrated into customer service tools, helping gather key information for agents and recommending next steps.
The Rise of Digital Engagement
The COVID-19 pandemic accelerated the shift toward digital channels for customer engagement. As customers’ expectations and habits continue to evolve, digital engagement has become the new norm. According to Salesforce’s “State of the Connected Customer” report from May 2022, 57% of customers now prefer to engage with companies through digital channels.
Self-service tools have gained popularity as well, serving as an effective tool of deflecting cases and enhancing efficiency. A significant 59% of customers prefer self-service options for handling simple questions and issues. Interestingly, despite the rise of digital channels, the telephone remains a crucial customer service channel. In fact, 81% of service professionals consider the phone their preferred channel for addressing complex issues.
However, it’s worth noting that the concept of the “phone” has evolved. More than half of agents now handle calls through their agent console or computer rather than traditional desk phones. Additionally, automated digital transcription of voice conversations has eliminated the need for note-taking, allowing agents to focus on delivering quick and empathetic service.
Empowering Service Reps
in a Changing Landscape
In a world marked by increased job mobility, service organizations are placing a renewed emphasis on their employees’ skill sets and perks to remain competitive. High customer expectations demand that service professionals possess a wide range of both hard and soft skills. Given the high turnover rates, training is also critical for onboarding new employees and getting them up to speed quickly.
Salesforce’s research reveals that most service professionals believe their organizations excel in various relevant areas. Extensive product knowledge, clear communication, and listening skills top the list of strong service skills. On the other hand, composure, empathy, and persuasive speaking, while significant, are areas that could benefit from improvement.
How we can help
Salesforce’s research reveals that most service professionals believe their organizations excel in various relevant areas. Extensive product knowledge, clear communication, and listening skills top the list of strong service skills. On the other hand, composure, empathy, and persuasive speaking, while significant, are areas that could benefit from improvement.
We are committed to helping your business by enhancing your Salesforce environment, foster better connections between different departments, and break down silos. Whether you need a comprehensive health check of your Salesforce org, assistance in configuring a seamless deployment and testing process, or training for your key agents, our team of Salesforce experts are here to assist you.