{"id":4914,"date":"2025-03-20T12:21:37","date_gmt":"2025-03-20T04:21:37","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=4914"},"modified":"2025-03-26T12:04:49","modified_gmt":"2025-03-26T04:04:49","slug":"what-is-good-customer-service","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/what-is-good-customer-service\/","title":{"rendered":"5 Ways to Provide Good Customer Service: A Complete Guide"},"content":{"rendered":"\n<p>Good customer service is important \u2014 whether we\u2019re receiving or providing it. But what <em>is <\/em>good customer service, anyway?<\/p>\n\n\n\n<p>Good customer service means meeting customer needs and expectations consistently. This can lead to business growth \u2014 even when you\u2019re handling customer problems.<\/p>\n\n\n\n<p>Our research finds that <a href=\"https:\/\/www.salesforce.com\/ap\/form\/pdf\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">88% of customers<\/a> say good <a href=\"https:\/\/www.salesforce.com\/ap\/service\/what-is-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service<\/a> makes them more likely to purchase again. However, <a href=\"https:\/\/www.salesforce.com\/ap\/form\/pdf\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">86% of service pros<\/a> say customer expectations are higher than they used to be, increasing the pressure to deliver good customer service.<\/p>\n\n\n\n<p>Let\u2019s look at the ins and outs of good customer service and how to set up for success with <a href=\"https:\/\/www.salesforce.com\/ap\/service\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service management software<\/a> with AI and other strategies.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\"><strong>What you\u2019ll learn:<\/strong><\/h3>\n\n\n\n<ul class=\"wp-block-list\">\n<li id=\"learnhow\">Learn how Service Cloud can help you deliver great customer service<\/li>\n\n\n\n<li>What is good customer service?<\/li>\n\n\n\n<li id=\"5ways\">5 ways to improve your customer service<\/li>\n\n\n\n<li id=\"whyis\">Why is good customer service important?<\/li>\n\n\n\n<li id=\"benefits\">Benefits of good customer service<\/li>\n\n\n\n<li id=\"howai\">How AI and other technology can help you deliver good customer service<\/li>\n\n\n\n<li id=\"examples\">4 good customer service examples<\/li>\n\n\n\n<li id=\"howto\">How to measure good customer service<\/li>\n<\/ul>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\"><strong>Dig into our latest customer service research<\/strong><\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">High-performing service organisations are using data and AI to generate revenue while cutting costs \u2014 without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-service\/\">Get the free report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"whatis\"><strong><strong>What is good customer service?<\/strong><\/strong><\/h2>\n\n\n\n<p>From a customer\u2019s perspective, good customer service is fast, seamless, and easy. It\u2019s also consistent, convenient, personalised, and empathetic. The same applies to your business when providing customer service.<br><br>The customer reaches out on their preferred <a href=\"https:\/\/www.salesforce.com\/blog\/digital-customer-service-channels\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service channel<\/a> \u2013 voice, video, email, chat, or even <a href=\"https:\/\/www.salesforce.com\/ap\/blog\/self-service-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">self-service<\/a> option like a <a href=\"https:\/\/www.salesforce.com\/service\/customer-self-service\/customer-portal\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer portal<\/a>. Service reps or <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/what-are-ai-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI agents<\/a>, like <a href=\"https:\/\/www.salesforce.com\/ap\/form\/service-cloud\/agentforce-service-agent-demo\/?d=pb\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce for Service<\/a>, are available to help when needed, and the customer doesn\u2019t have to repeat themselves. The service rep or agent understands the issue, is empathetic, and resolves the problem the first time the customer reaches out.<\/p>\n\n\n\n<p>Of course, such a seamless customer experience doesn\u2019t just magically happen. It takes well-trained customer service reps and agents with the right <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/customer-service-skills\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service skills<\/a>. And it takes supportive, smart technology \u2014 specifically an <a href=\"https:\/\/www.salesforce.com\/ap\/service\/contact-center\/omnichannel-contact-center\/\" target=\"_blank\" rel=\"noreferrer noopener\">omnichannel CRM<\/a>, plus <a href=\"https:\/\/www.salesforce.com\/blog\/customer-data-in-contact-centers\/\" target=\"_blank\" rel=\"noreferrer noopener\">connected data<\/a>, <a href=\"https:\/\/www.salesforce.com\/ap\/service\/ai\/customer-service-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">artificial intelligence (AI)<\/a> and <a href=\"https:\/\/www.salesforce.com\/blog\/customer-service-automation-process\/\" target=\"_blank\" rel=\"noreferrer noopener\">automation<\/a>. Thanks to advances in technology improving <a href=\"https:\/\/www.salesforce.com\/ap\/service\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service software<\/a>, all this is now possible.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>5 ways to improve your customer service<\/strong><\/h2>\n\n\n\n<p>As you work to improve your customer service strategy, here are five customer service best practices to consider:<\/p>\n\n\n\n<ol class=\"wp-block-list\">\n<li><strong>Put customers in the driver\u2019s seat.<\/strong> Our research shows that <a href=\"https:\/\/www.salesforce.com\/ap\/form\/pdf\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">61% of customers<\/a> prefer <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-self-service\/what-is-customer-self-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">self-service<\/a> for simple issues. Set up a help center \u2014 or <a href=\"https:\/\/www.salesforce.com\/ap\/service\/what-is-knowledge-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">knowledge base<\/a> \u2014 and a <a href=\"https:\/\/www.salesforce.com\/service\/customer-self-service\/customer-portal\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer portal<\/a> where customers can find the information they need on their own, or create a community where customers can come together to solve common issues. <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-automation\/what-is-automated-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Automate common processes<\/a>, like updating an address, and share those processes in a <a href=\"https:\/\/www.salesforce.com\/blog\/how-to-write-a-knowledge-base-article\/\" target=\"_blank\" rel=\"noreferrer noopener\">knowledge base article<\/a> accessible to your customers. Then they can easily find exactly what they\u2019re looking for.<\/li>\n\n\n\n<li><strong>Drive engagement with channels.<\/strong> Customers want to reach out on the channel that\u2019s most convenient for them \u2014 whether voice, video, text, live chat, or even in-person at your physical location. To better understand what your customers prefer, analyse how they use your channels now. Where are opportunities to make service more seamless, and which channels could you add to support your <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-goals\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service goals<\/a>?<\/li>\n\n\n\n<li><strong>Connect your data.<\/strong> To provide excellent customer service, reps and agents need to see all the relevant information about an individual, whether it\u2019s housed in your <a href=\"https:\/\/www.salesforce.com\/ap\/crm\/what-is-crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">CRM<\/a> or external data. That way, when a customer moves from one channel to the next \u2014 for instance, from email to phone support \u2014 they don\u2019t have to start all over. Connected data helps you avoid this problem, so you can more easily <a href=\"https:\/\/www.salesforce.com\/blog\/what-is-proactive-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">respond to your customers\u2019 needs<\/a>.<\/li>\n\n\n\n<li><strong>Lean on AI and automation. <\/strong><a href=\"https:\/\/www.salesforce.com\/ap\/service\/ai\/customer-service-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer service AI<\/a> technology like <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a> \u2013 which includes autonomous AI agents as well as assistive AI \u2014 can help service reps out tremendously. Agentforce can answer both common and complex customer questions 24\/7 within the guardrails your business has set, improving response times and even reducing <a href=\"https:\/\/www.salesforce.com\/blog\/call-center-burnout\/\" target=\"_blank\" rel=\"noreferrer noopener\">burnout<\/a> for service reps. Assistive AI acts as a helper to your service reps right in the console, surfacing relevant knowledge articles, generating suggested replies to customers, and even drafting the first version of a case wrap-up summary for the rep. Be sure to have a human review for accuracy.&nbsp;<\/li>\n\n\n\n<li><strong>Serve with empathy.<\/strong> When a customer reaches out, they\u2019re looking for someone who understands what they\u2019re going through. Both AI agents and reps must deliver <a href=\"https:\/\/trailhead.salesforce.com\/content\/learn\/modules\/empathetic-leadership\" target=\"_blank\" rel=\"noreferrer noopener\">service with empathy<\/a> to ensure customers feel like they really matter to you. Agentforce is designed to provide courteous service and, like your reps, it continues to learn on its own. To help your service reps build both their product knowledge and interpersonal skills, invest in <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/customer-service-training\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service training<\/a>. Salesforce\u2019s free online learning platform, <a href=\"https:\/\/trailhead.salesforce.com\/\" target=\"_blank\" rel=\"noreferrer noopener\">Trailhead<\/a>, is an excellent resource for your team to develop valuable customer service skills.<\/li>\n<\/ol>\n\n\n\n<div class=\"layout-three wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Meet Agentforce for Service<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Watch Agentforce for Service resolve cases on its own, deliver trusted answers, engage with customers across channels and seamlessly hand off to service reps.w frontier? It\u2019s right here.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/form\/service-cloud\/agentforce-service-agent-demo\/\">Watch now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-three.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-three.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-why-is-good-customer-service-important\"><strong>Why is good customer service important?<\/strong><\/h2>\n\n\n\n<p>As mentioned, customer expectations are higher than they used to be. The good news is that <a href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noreferrer noopener\">73% of customers<\/a> now believe companies treat them as unique individuals rather than just a number. To continue to meet rising customer expectations, service teams must prioritise good customer service by listening to customer feedback.<br><br>Remember: the majority of customers say good customer service makes them more likely to make another purchase. So providing good customer service will help you prevent attrition and boost loyalty. What\u2019s not to like? <\/p>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Benefits of good customer service<\/strong><\/h2>\n\n\n\n<p>Providing good customer service is a great way to build a loyal customer base over time. Here are some benefits you may experience because of consistently great customer service:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Brand loyalty<\/strong>: It\u2019s more cost-effective to keep an existing customer than recruit a new one. Your support team has an important role to play in customer retention \u2013 and therefore revenue. Happy customers, after all, are loyal customers.<\/li>\n\n\n\n<li><strong>New revenue opportunities<\/strong>: To be of help, service reps must understand the customer\u2019s needs. This puts them in a unique position to spot \u2013 and act on \u2013 opportunities for <a href=\"https:\/\/www.salesforce.com\/blog\/align-your-sales-and-service-teams\/\" target=\"_blank\" rel=\"noreferrer noopener\">cross-selling and upselling<\/a>.&nbsp;<\/li>\n\n\n\n<li><strong>Competitive edge<\/strong>: Good <a href=\"https:\/\/www.salesforce.com\/ap\/service\/importance-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service is so important<\/a> that brands can use it to differentiate themselves from the competition. Every advantage helps.<\/li>\n\n\n\n<li><strong>Employee retention<\/strong>: Our research finds that <a href=\"https:\/\/www.salesforce.com\/ap\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">69% of service decision makers<\/a> say rep attrition is a major or moderate challenge. That\u2019s a pain point, because you need well-trained support reps to deliver outstanding service. Making good customer service a priority means investing in training, and investing in your employees. This can help improve retention. After all, people like to work where they feel valued.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>How AI and other technology can help you deliver good customer service<\/strong><\/h2>\n\n\n\n<p>Providing good customer service was once a matter of taking detailed notes on paper. Now, technology lets reps quickly help more customers while keeping quality high. Here are the key technologies that make excellent service possible, even as the volume of service interactions grows:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer relationship management (CRM) software:<\/strong> An AI-powered <a href=\"https:\/\/www.salesforce.com\/ap\/crm\/\" target=\"_blank\" rel=\"noreferrer noopener\">CRM platform<\/a> acts as your central source of truth, where both service reps and <a href=\"https:\/\/www.salesforce.com\/ap\/service\/ai\/customer-service-agents\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI customer service agents<\/a> can access all the relevant data about each customer and their interactions with your business. It\u2019s the foundation of fast, personalised service.<\/li>\n\n\n\n<li><strong>AI and automation: <\/strong>These technologies speed up service delivery. <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-automation\/what-is-automated-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Automate<\/a> manual processes that support reps do frequently and you\u2019ll save them time and boost productivity. Add <a href=\"https:\/\/www.salesforce.com\/ap\/agentforce\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce<\/a>, and you\u2019ll boost productivity. <a href=\"https:\/\/www.salesforce.com\/ap\/service\/ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">Agentforce\u2019s autonomous AI agents<\/a> can answer customer questions without the need for a human in the loop. Agentforce assistive AI acts as virtual assistants to your service reps, as discussed above. Surfacing relevant knowledge articles, generating suggested replies to customers, and creating first drafts of case wrap-up summaries and knowledge articles are a few of Agentforce\u2019s skills.<\/li>\n\n\n\n<li><strong>Robust data platform: <\/strong>We\u2019ve already talked about the power of connected data \u2014 but how do you actually connect it? Each time a customer reaches out to your business, more data is created. How do you keep track of it all? You need a powerful data platform like <a href=\"https:\/\/www.salesforce.com\/ap\/data\/\" target=\"_blank\" rel=\"noreferrer noopener\">Data Cloud<\/a> to unite and harmonise all your data. Data Cloud brings all your data, no matter where it\u2019s housed, inside Salesforce for a full, 360-degree view of your customer.<\/li>\n\n\n\n<li id=\"howai\"><strong>Service analytics:<\/strong> To improve your customer service, you need to know where it currently stands. You must be able to visualise and understand key pieces of information. This includes which channels customers use to contact you, how long each service interaction takes, how satisfied customers are with your <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-support\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer support<\/a>, and more. You need <a href=\"https:\/\/www.salesforce.com\/ap\/service\/cloud\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service management software<\/a> that turns <a href=\"https:\/\/www.salesforce.com\/ap\/service\/contact-center\/guide\/\" target=\"_blank\" rel=\"noreferrer noopener\">contact center<\/a> data into <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/customer-service-analytics\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service analytics<\/a>, in the form of easy-to-understand charts and reports. <a href=\"https:\/\/www.salesforce.com\/ap\/products\/customer-service-operations\/\" target=\"_blank\" rel=\"noreferrer noopener\">Service Intelligence<\/a> can help you here by turning your customer support interaction data into actionable insights. In addition, <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-operations\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Experience Intelligence<\/a> helps you interpret customer sentiment across both service interactions and feedback surveys. It reveals which topics, products, service issues, or team members drive customer satisfaction higher or lower. <\/li>\n<\/ul>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">See why Salesforce was named a Leader in the Magic Quadrant\u2122<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Read the 2024 Gartner\u00ae Magic Quadrant\u2122 for the CRM Customer Engagement Center report.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/form\/service-cloud\/2024-gartner-mq-cec\/\">Read the report<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><strong>Good customer service examples<\/strong><\/h2>\n\n\n\n<p>Good customer service makes customers feel valued and recognised. Here are four real-world examples of standout service for both <a href=\"https:\/\/www.salesforce.com\/blog\/b2b-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">B2B customer service<\/a> and B2C customer service to inspire you:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Manufacturing<\/strong>: A large manufacturing company experiences a sudden outage in their supply chain management software and contacts their provider\u2019s customer service team. An AI agent quickly diagnoses the issue and coordinates with the technical team to implement a fix within hours. The next day, a customer service rep follows up to personally ensure the system is fully operational and provides a detailed report on the incident, generated by the AI agent. This quick and comprehensive approach to <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">incident management<\/a> not only resolved the immediate problem but also strengthened the customer\u2019s confidence in the software provider.<\/li>\n\n\n\n<li><strong>Financial services:<\/strong> A bank experiences a recurring issue with their high-tech security system, which seems to malfunction at random. Before the customer reaches out for help, the security company\u2019s field service team identifies the reason for the failure with AI-powered sensors that track back to their <a href=\"https:\/\/www.salesforce.com\/ap\/service\/field-service-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">field service management<\/a> system. A dispatcher proactively contacts the bank to schedule a service visit. The technician then addresses the root cause of the issue and optimises the system for better future performance, all before the bank\u2019s manager has even contacted the company with a complaint. This is good customer service for <a href=\"https:\/\/www.salesforce.com\/blog\/asset-service-management\/\" target=\"_blank\" rel=\"noreferrer noopener\">asset service management<\/a> in action.&nbsp;<\/li>\n\n\n\n<li><strong>E-commerce<\/strong>: A customer receives a sweater from a clothing subscription service and wears it all the time. After just a few months, the edge of the sweater starts to fray and unravel. The customer reaches out about the problem using an AI agent and asks if it\u2019s still in stock. The agent not only refunds the customer but also automatically notifies their stylist to keep an eye out for a replacement. Once available, the sweater is sent to the customer free of charge.<\/li>\n\n\n\n<li><strong>Retail<\/strong>: A grocery shopper inadvertently buys expired food. They return the product to the store and are met with a hassle-free refund process, receiving their money back plus a gift card. Going forward, the store leans on <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/customer-service-analytics\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service analytics<\/a> to identify common quality complaints and train staff on how to handle returns. The store retains its reputation and earns trust with the customer, who now knows they\u2019ll receive nothing but the best from this particular business.<\/li>\n<\/ul>\n\n\n\n<p>These examples are made possible through deliberate investment in the <a href=\"https:\/\/www.salesforce.com\/ap\/service\/what-is-customer-service-experience\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service experience<\/a>. These companies have well-trained agents and service reps. They have connected, reliable data about their customers. They use <a href=\"https:\/\/www.salesforce.com\/ap\/service\/ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">AI for customer service<\/a> to help them identify issues. All this makes the customer experience \u2014 even in the face of a problem \u2014 overwhelmingly positive.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-to-measure-good-customer-service\"><strong>How to measure good customer service<\/strong><\/h2>\n\n\n\n<p>If you want to <a href=\"https:\/\/www.salesforce.com\/ap\/service\/how-to-improve-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">improve customer service<\/a>, it\u2019s important to measure and track your progress. Tried-and-true key performance indicators (KPIs) like case volume and average handle time are still important. But you also need to capture the broader customer experience. Here are some <a href=\"https:\/\/www.salesforce.com\/blog\/4-customer-service-metrics-you-should-measure\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer service metrics <\/a>to consider:&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><strong>Customer satisfaction scores (CSAT):<\/strong> A company gathers customer feedback, usually through surveys, about how&nbsp; satisfied customers are with a company\u2019s products or services. Customers rate your business, often on a scale of 1 to 5, with 5 denoting the highest level of satisfaction. Your <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/customer-satisfaction-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">CSAT<\/a> is the share of satisfied customers. So if you have 100 respondents and 60 of them rate themselves as either \u201csatisfied\u201d or \u201cvery satisfied,\u201d your CSAT score would be 60%.&nbsp;<\/li>\n\n\n\n<li><strong>Net Promoter Scores (NPS): <\/strong>This metric gauges customer loyalty by asking how likely customers are to recommend your business to their friends. People answer on a scale of 0 (not at all likely) to 10 (definitely will recommend). Those who score 9 or 10 are considered promoters of your brand. Those at 0 to 6 are considered detractors. Your <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/net-promoter-score\/\" target=\"_blank\" rel=\"noreferrer noopener\">NPS<\/a> is the percentage of promoters minus the percentage of detractors. For example, if you have responses from 100 customers with 50 promoters and 27 detractors, your NPS is 23.<\/li>\n\n\n\n<li><strong>First Call Resolution (FCR):<\/strong> Also known as First Contact Resolution, this metric tracks whether a company was able to resolve an issue the first time the customer reached out. To capture it, you divide the number of complaints successfully resolved on the first try by the total number of customer interactions, and multiply by 100.<\/li>\n\n\n\n<li><strong>Customer Effort Score (CES):<\/strong> This measures how easy it is for customers to use a product or service, find the information they need, or get their issue resolved. Most organizations measure <a href=\"https:\/\/www.salesforce.com\/blog\/customer-effort-score-cracks-the-top-5-most-measured-service-metrics\/\" target=\"_blank\" rel=\"noreferrer noopener\">CES<\/a> through a <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-incident-management\/customer-satisfaction-survey\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer satisfaction survey<\/a> after a service interaction, aka \u201cHow easy did we make it to resolve your issue?\u201d Customers respond on a multi-point scale (strongly agree, agree, neither, disagree, strongly disagree). Your CES is the percentage of respondents who select the \u201cagree\u201d options.&nbsp;<\/li>\n<\/ul>\n\n\n\n<p id=\"howto\">And remember, <a href=\"https:\/\/www.salesforce.com\/ap\/service\/customer-service-operations\/\" target=\"_blank\" rel=\"noreferrer noopener\">Customer Experience Intelligence<\/a> is your friend for all types of customer surveys, helping you quickly analyse and make sense of customer sentiment. The insights it provides help you take action to improve service delivery. <\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Unlock AI with Service Cloud<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Your AI is only as strong as the data it\u2019s built on. Agentforce for Service is built on trusted, secured data to safely maximize the power of AI.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/ap\/products\/all-service-products\/\">Show me how<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/ap\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>Customers expect top-notch service, and delivering it brings big benefits. Here\u2019s how to ensure your customer service always hits the mark.<\/p>\n","protected":false},"author":112,"featured_media":8990,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[479,2,28,108,540,10,18,51,561,9,26,390,43,482,23,483,484,665,645],"sf_content_type":[],"coauthors":[570],"class_list":["post-4914","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-automation","sf_topic-service-cloud","sf_topic-customer-experience","sf_topic-analytics","sf_topic-data","sf_topic-customer-service","sf_topic-digital-transformation","sf_topic-retail","sf_topic-personalisation","sf_topic-service","sf_topic-small-business","sf_topic-field-service","sf_topic-thought-leadership","sf_topic-generative-ai","sf_topic-artificial-intelligence","sf_topic-self-service","sf_topic-serviceblazer","sf_topic-agentforce","sf_topic-customer-data-cloud"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Why Does Good Customer Service Matter? | Salesforce<\/title>\n<meta name=\"description\" content=\"What does good customer service look like? 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