{"id":520,"date":"2020-12-23T19:38:00","date_gmt":"2023-06-06T19:38:25","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=520"},"modified":"2023-06-27T03:46:51","modified_gmt":"2023-06-27T03:46:51","slug":"empower-customer-service-teams-for-success","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/ap\/blog\/empower-customer-service-teams-for-success\/","title":{"rendered":"7,000+ Service Pros Share How Businesses Can Empower Them for Success"},"content":{"rendered":"\n

Customer service has taken center stage as companies build trust and drive loyalty today and into the future. Now, meeting customer service expectations while balancing distributed workforces and new business models means service professionals need to rewrite their approach to customer service. This includes key strategies to respond to customer needs, ways to help agents adapt to a more strategic role, and ensuring everyone stays safe.<\/p>\n\n\n\n

In our earlier post, we talked about how customer service teams can deliver standout service<\/a>. But you can\u2019t keep customers happy without empowering your customer service team. Your team needs to be comfortable using new tools like chatbots and artificial intelligence (AI). They will also need support when it comes to helping customers remotely.<\/p>\n\n\n\n

This post, the second in our two-part series on the state of service today, will focus on how to set your customer service team up for success. These recommendations come from over 7,000 service professionals across 33 countries for the fourth edition of the State of Service report<\/a>.<\/p>\n\n\n\n

Note: If you\u2019d like to check out the State of Service findings first before diving in, read the executive summary<\/a><\/i>.<\/p>\n\n\n\n

Adapt at scale<\/b><\/h2>\n\n\n\n

Despite an increase in customer inquiries, service budgets and headcount largely remain flat or down.<\/p>\n\n\n\n

To help your teams do more with less, try these tips:<\/p>\n\n\n\n

Scale support with chatbots<\/b><\/h3>\n\n\n\n

Service organisations have increased adoption of chatbots by 67% since 2018. Chatbots play an important role in answering common questions, like order status or password resets. If a case requires an agent, chatbots collect customer data and share it with the agent so that they have everything they need to resolve the case.<\/p>\n\n\n\n

Automate tasks<\/b><\/h3>\n\n\n\n

Seventy-seven percent of agents say automating routine tasks, such as gathering basic information and customer feedback, allows them to focus on more complex work. Use automation<\/a> to scale support, close cases faster, and classify cases. With automation, you can also route cases to the next available agent with the right skillset. Finally, automation powers chatbots to collect information and resolve routine issues.<\/p>\n\n\n

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\u201c<\/span>77% of agents say automating routine tasks, such as gathering basic information and customer feedback, allows them to focus on more complex work.\u201d<\/p>\n\n\n\n