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Salesforce

4th Edition State of Service Report – Service

Insights from over 7,000 customer service professionals worldwide

For the fourth edition of our “State of Service” report, Salesforce Research surveyed global customer service professionals to determine:

How customer service standards continue to change in the midst of crisis
Which strategies, tactics, and technologies service organizations are turning to in the new normal
How service organizations are navigating abrupt changes in their work environment
The impact and trajectory of field service during a time of social distancing

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Which of the following are the top challenges for you? (you may choose more than 1 choice)

Business transformation

Find new customers and nurture leads

Enhance sales productivity and win more deals

Keep employees and customers connected and happy

Outdated tools & technologies

Engaging customers in real time

Unifying customer data sources

Having a single source of business view

Improving marketing ROI/attribution

None of the above

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4th Edition State of Service Report – Service

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