The future of exceptional customer service will be a united front powered by artificial intelligence.
That’s the theme of Saleforce’s Second Annual State of Service Report, which surveyed more than 2,600 customer service professionals worldwide to better understand how smart technologies are affecting service protocols and how service leaders are responding to customer expectations.
For example, the report found that 64 per cent of consumers and 80 per cent of business buyers expect companies to respond in real time.