State Of Service

Insights from over 7,000 customer service professionals worldwide

Download Info14.8 MB | PDF

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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