Customers are the most important part of any business. And customers today aren’t just looking for stellar products and offerings, they also want an amazing service experience.
The stakes are high: 48% of customers who switched brands recently say they did so for better customer service and 94% say good customer service makes them more likely to make another purchase* . Buyers today want personalized attention and they want their issues resolved quickly — with 83% of buyers expecting to solve complex problems by talking to one person.
Using data from our largest Service survey yet (8,050 service professionals across 36 countries), conducted for the 5th State of Service Report, this guide explores the real impact automation and AI are having on customer service and why they both have the ingredients to get service orgs out of the “connect-better-spend-less” conundrum.