Between customer expectations for always on service, big digital transformation efforts, and ongoing workplace disruption, the demands on your customer service teams are more complex than ever.
Customers want a seamless experience — anytime, anywhere, across any channel. In fact, 82% of customers expect to solve complex problems by talking to one person, according to Salesforce’s State of the Connected Customer report.
Yet digital transformation continues to play catch up with the rapid pace of change. Behind the scenes, delivering responsive service is challenging. Service professionals acknowledge that teams need to be more efficient. Eighty-four percent say that the pandemic has changed their customer service workflows and processes, according to Salesforce’s State of Service report. Still, many organizations suffer – and annoy their customers – due to inefficient service processes. Remote and hybrid work makes customer service all the more challenging.
Customer service automation offers a way for leaders to streamline and simplify customer service processes. It can improve processes that span multiple people, systems, and departments, and remove bottlenecks between the front, middle, and back office. It sets your team up to deliver better customer service experiences.