Data in this report is from a double-blind survey conducted from November 27 through December 15, 2018 that generated 3,525 responses from full-time customer service agents and decision makers. Survey respondents are from North America, Latin America, Asia Pacific, and Europe. All respondents are third-party panelists (not limited to Salesforce customers).
For the third edition of our “State of Service” report, Salesforce Research surveyed over 3,500 customer service agents and decision makers worldwide to determine:
- Service organizations’ biggest challenges and priorities
- The changing role of customer service agents
- The impact of artificial intelligence (AI) on the future of customer service
- How mobile workers fit into modern customer service
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