“While customers and companies alike are eager to return to in-person experiences, digital behaviours we learned and grew accustomed to during the pandemic are here to stay.”Īccording to a Forrester report authored by Kate Leggett, VP Principal Analyst, Forrester, “Customer service leaders must stay abreast of three megatrends in 2021 as they weather the storm: AI-fueled digital experiences underpin great customer service, modern agent desktops empower agents to best serve customers, and customer service technology enables resilience and sustainability. “We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment,” said Clara Shih, CEO of Service Cloud, Salesforce. consumers plan to fly on a plane by the end of this year, and 97% plan to shop inside a store, Salesforce believes that reopenings will also introduce a slew of new questions around updated policies, protocols, and safety measures: 82% of consumers expect to continue contacting customer service at pandemic-level rates yet just 36% of service professionals feel fully prepared to handle a surge in service and support cases. Salesforce introduced the next generation of Service Cloud - technology to support changing customer service expectations and provide connected, personalised service from anywhere on one digital engagement platform, the CRM company announced on 22 April.Īs parts of the world are beginning to re-open-53% of U.S. New Service Cloud innovations give organisations the technology they need today to support agents working from home, in the field or in a hybrid model – all in one system.
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