Salesforce State of Service document states customer support trends are converting in 2019

by Marie Rodriguez

Salesforce, the worldwide leader in CRM, released its 2019 State of Service report shooting insights and developments from carrier sellers and choice makers global to determine their most considerable challenges and priorities, the changing function of customer support agents, the impact of synthetic intelligence (AI) on the destiny of customer service and the way cellular workers suit into modern customer service.

Technology is redefining consumer requirements and making the provider a strategic asset. The most significant assignment for Indian businesses is maintaining up with converting customer expectations. In India, ninety-three consistent with cent of selection-makers said that their enterprise’s customer service must rework so that you can live aggressively. Improving service technology is top precedence for those decision-makers observed by upgrading staff skills and finally revamping strategies and workflows. The service agent of today is increasingly tasked with building relationships and using sales. They are swapping their mundane duties for challenging.

Excessive-fee work. Eighty-nine percent of marketers in India stated their roles are extra strategic than two years in the past, and managers increasingly keep in mind that customer service transformation calls for an investment of time, skills, and sources. Eighty-five according to cent of Indian choice makers are making sizeable investments in agent training, and 94 according to cent of service sellers in India say they have a clear route for career growth at their task.

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