{"id":50724,"date":"2019-10-21T18:41:00","date_gmt":"2022-10-18T18:41:38","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=50724"},"modified":"2022-11-02T02:31:31","modified_gmt":"2022-11-02T09:31:31","slug":"video-3-channels-customers-expect-service-on","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/blog\/video-3-channels-customers-expect-service-on\/","title":{"rendered":"Video: 3 Channels Customers Expect Service On"},"content":{"rendered":"\n<p><br>In the <a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/3rd-state-of-service\/?d=7010M000002JO1aQAG&amp;nc=7010M000002JO1fQAG\" target=\"_blank\" rel=\" noopener\">State of Service report<\/a> we explore how:\u00a0<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>The Fourth Industrial Revolution is transforming services into strategic assets for businesses.&nbsp; <\/li><li>AI will shape the future of customer service, with the use of AI by customer service teams projected to increase by 143% over the next 18 months.&nbsp; <\/li><li>Customer service teams are moving beyond the call centre and embracing digital channels as the first service point for customers.&nbsp; <\/li><\/ul>\n\n\n\n<p>With only 16% of customers saying companies excel at providing consistent experiences across channels, we asked our respondents how they viewed their omnichannel performance and found there was a gap in perception and reality.&nbsp;<\/p>\n\n\n\n<ul class=\"wp-block-list\"><li>73% of service professionals say their organisation clearly understands which channels their customers prefer. <\/li><li>70% of service professionals say their organisation can deliver consistent customer experiences on all channels. <\/li><\/ul>\n\n\n\n<p>But while customers use an average of 10 channels to engage with companies, the average company offers service on 9 channels.<\/p>\n\n\n\n<p>Customers want to choose where, when and how they connect with companies, so let\u2019s explore the service gap.&nbsp;&nbsp;<\/p>\n\n\n\n<p><iframe loading=\"lazy\" src=\"https:\/\/www.youtube.com\/embed\/hdmZvM-fano\" width=\"590\" height=\"400\" frameborder=\"0\">&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;p&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;For more insights on the changing landscape of customer service, &amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;a href=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;https:\/\/sforce.co\/2WT9DlV&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot; _rte_href=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;https:\/\/sforce.co\/2WT9DlV&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot; target=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;_blank&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot; adhocenable=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;false&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;read the full State of Service report here&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;\/a&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;.&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;\/p&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt; &amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;p style=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;text-align: center;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;a adhocenable=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;false&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot; href=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;https:\/\/sforce.co\/2WT9DlV&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot; _rte_href=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;https:\/\/sforce.co\/2WT9DlV&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot; target=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;_blank&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;img src=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;\/content\/dam\/web\/it_it\/www\/images\/BlogIT\/Q1FY20Images\/cta%20state%20of%20service.jpg&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot; _rte_src=&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;\/content\/dam\/web\/it_it\/www\/images\/BlogIT\/Q1FY20Images\/cta%20state%20of%20service.jpg&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;quot;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;\/a&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;nbsp;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;\/p&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt; &amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;p&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;nbsp;&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;lt;\/p&amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;amp;gt; <\/iframe> <\/p>\n\n\n\n<p>For more insights on the changing landscape of customer service, read the full <a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/3rd-state-of-service\/?d=7010M000002JO1aQAG&amp;nc=7010M000002JO1fQAG\" target=\"_blank\" rel=\"noopener\">State of Service report here<\/a>.<\/p>\n\n\n\n<p><a href=\"https:\/\/www.salesforce.com\/au\/form\/pdf\/3rd-state-of-service\/?d=7010M000002JO1aQAG&amp;nc=7010M000002JO1fQAG\" target=\"_blank\" rel=\"noopener\"><img decoding=\"async\" src=\"https:\/\/www.salesforce.com\/au\/blog\/wp-content\/uploads\/sites\/4\/2022\/10\/blog-cta-state-of-service-2.jpg?strip=all&#038;quality=95\" alt=\"Third Edition State of Service\"><\/a><\/p>\n","protected":false},"excerpt":{"rendered":"<p>We surveyed more than 3500 service leaders and agents across the globe for the third edition State of Service report and found customer service is on the cusp of a digital revolution. But there is a gap between customers\u2019 expectations and how companies are providing service.<\/p>\n","protected":false},"author":1,"featured_media":50726,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"0c5f9e4f4fcf459c80c4cf9ec272d5e5","post_meta_title":"","ai_synopsis":"","jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[2458,2480,2531,2457,2459],"sf_content_type":[],"coauthors":[2454],"class_list":["post-50724","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service-cloud","sf_topic-customer-success","sf_topic-customer-satisfaction","sf_topic-service","sf_topic-customer-relationships"],"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>Video: 3 Channels Customers Expect Service On | Salesforce<\/title>\n<meta name=\"description\" content=\"We surveyed more than 3500 service leaders and agents across the globe for the third edition State of Service report and found customer service is on the cusp of a digital revolution. 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