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Salesforce Delivers 2015 State of Service Report, Uncovers Key Trends Driving the Future of Customer ServiceSAN FRANCISCO, Aug. 26, 2015 /PRNewswire/ -- Salesforce [NYSE: CRM], the Customer Success Platform and world's #1 CRM company, today issued its first-ever State of Service Report. Salesforce Research surveyed more than 1,900 global customer service leaders to discover the goals, obstacles and success measures of today's customer service teams. The research found that in today's mobile-centric world, companies are accelerating their support of emerging customer service channels such as mobile apps and social networks. In fact, most successful customer service teams already support these channels, according to those surveyed. In addition, the research showed that many of the leading service teams are using analytics in order to deliver proactive support. To download the 2015 State of Service report, please click here. As consumer behaviors and expectations continue to be reshaped by experiences on smartphones and connected devices, companies are reaching a tipping point, recognizing that they need to transform how they engage with customers and deliver customer service. The report found that top customer service organizations are aggressively adopting technology to respond to customers' expectation of a fast and personalized experience across all devices and channels. "Customers are now more mobile, social and connected than ever before," said Mike Milburn, SVP and GM of Service Cloud, Salesforce. "What sets high performing service teams apart is their ability to consistently deliver a smarter, faster and more mobile customer experience. Today, that means taking advantage of technologies that give your agents the right information at the right time so they can provide exceptional service in the channels the customers use every day." Specific findings of the report include: Omni-Channel Support Is Now a Necessity for Success
Analytics are Ushering in the Era of Proactive Service
Methodology Additional Information
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About Salesforce Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol "CRM." For more information please visit http://salesforce.com, or call 1-800-NO-SOFTWARE. © 2015 salesforce.com, inc. All rights reserved. Salesforce, Sales Cloud, Service Cloud, Marketing Cloud, AppExchange, Salesforce Platform, and others are trademarks of salesforce.com, inc. Other brands featured herein may be trademarks of their respective owners.
To view the original version on PR Newswire, visit:http://www.prnewswire.com/news-releases/salesforce-delivers-2015-state-of-service-report-uncovers-key-trends-driving-the-future-of-customer-service-300133393.html SOURCE Salesforce |