{"id":9503,"date":"2024-05-15T07:00:00","date_gmt":"2024-05-14T21:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=9503"},"modified":"2024-05-15T01:50:31","modified_gmt":"2024-05-14T15:50:31","slug":"customer-service-statistics-2024","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/au\/news\/stories\/customer-service-statistics-2024\/","title":{"rendered":"Salesforce Report: ANZ Teams Tap AI and Data to Drive Revenue as Service Expectations Rise"},"content":{"rendered":"\n<p><em>Editor\u2019s note: Visualisations included throughout this article are set to global responses to the State of Service report by default. ANZ responses are available via filter<\/em><em>.<\/em><\/p>\n\n\n\n<p>Both service and field service organisations are increasing their investment in AI to meet rising customer expectations and unlock revenue-generating opportunities, according to new research from <a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/?d=cta-body-promo-8\">Salesforce\u2019s sixth <\/a><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\"><em>State of Service<\/em> report<\/a>.<\/p>\n\n\n\n<p>The State of Service report gathers insights from over 5,500 service professionals in 30 countries, including 300 in Australia and New Zealand (ANZ). It highlights the priorities, challenges, and strategies shaping customer service in the AI era.<\/p>\n\n\n\n<p>\u201cService and field service teams are getting more proactive and productive with the power of data and AI,\u201d said Kishan Chetan, EVP and General Manager of <a href=\"https:\/\/www.salesforce.com\/au\/products\/service-cloud\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Service Cloud<\/a>. \u201cThey\u2019re deflecting more issues with smarter self-service. And they\u2019re devoting more time and energy to generating revenue \u2014 pointing to a fundamental shift in their role within the business.\u201d<\/p>\n\n\n\n<blockquote class=\"wp-block-quote is-layout-flow wp-block-quote-is-layout-flow\">\n<p>They\u2019re deflecting more issues with smarter self-service. And they\u2019re devoting more time and energy to generating revenue \u2014 pointing to a fundamental shift in their role within the business.<\/p>\n<cite>Kishan Chetan, EVP and General Manager of Service Cloud<\/cite><\/blockquote>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-service-organizations-double-down-on-revenue-generation\">Service organizations double down on revenue generation<\/h2>\n\n\n<div class=\"wp-block-image\"><div class=\"wp-block-image__wrapper\">\n<figure class=\"aligncenter\"><a href=\"#\" class=\"wp-block-image__modal-toggle\" aria-expanded=\"false\" data-modal-id=\"1-modal\"><span class=\"screen-reader-text\">Open Image Modal<\/span><img decoding=\"async\" src=\"https:\/\/lh7-us.googleusercontent.com\/I7ne1kmW5EkO87WTvXW1wh0Z-sstT5FQXsFnUo4ZiyB-qFo0LUg4G3j0xpWirKBrB6PKEYEejapnzLyKWiIHZdFdRRLP-JX3Duca-UKRrHzeV2lDceNL_wosLkE76ZYgkml_perOmFc_CNs1xQoMCgw\" alt=\"\"\/><\/a><\/figure>\n<div id=\"1-modal\" class=\"image-modal\" aria-hidden=\"true\" aria-labelledby=\"image-dialog-title\"><div class=\"image-modal__overlay\" tabindex=\"-1\" data-a11y-dialog-hide><\/div><div class=\"image-modal__content\" role=\"dialog\"><button class=\"image-modal__close-button\" type=\"button\" data-a11y-dialog-hide aria-label=\"Close this image dialog window\"><svg viewBox=\"0 0 26 25\" height=\"16\" width=\"16\" fill=\"currentColor\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\"><rect x=\".626\" y=\"22.753\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(-45 .626 22.753)\"\/><rect x=\"2.747\" y=\".125\" width=\"32\" height=\"3\" rx=\"1.5\" transform=\"rotate(45 2.747 .125)\"\/><\/svg><\/button><h1 id=\"image-dialog-title\" class=\"screen-reader-text\">Image Modal<\/h1>\n<figure class=\"wp-block-image aligncenter\"><img decoding=\"async\" src=\"https:\/\/lh7-us.googleusercontent.com\/I7ne1kmW5EkO87WTvXW1wh0Z-sstT5FQXsFnUo4ZiyB-qFo0LUg4G3j0xpWirKBrB6PKEYEejapnzLyKWiIHZdFdRRLP-JX3Duca-UKRrHzeV2lDceNL_wosLkE76ZYgkml_perOmFc_CNs1xQoMCgw\" alt=\"\"\/><\/figure>\n<\/div><\/div><\/div><\/div>\n\n\n<p>The trend of <a href=\"https:\/\/www.salesforce.com\/blog\/future-of-customer-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">viewing service as a revenue driver<\/a> instead of a cost centre is accelerating.&nbsp; Seventy-nine per cent of Australian and New Zealand service decision-makers now say their teams are expected to contribute a larger slice of revenue over the coming year through upselling, cross-selling, and customer retention \u2013 compared to 85% globally.<\/p>\n\n\n\n<p>In Australia and New Zealand, the strategic emphasis on revenue generation is fueling bigger budgets and larger teams. Sixty-nine per cent of service decision-makers across Australia and New Zealand expect budgets to grow over the next year. Meanwhile, two-thirds (67%) of ANZ decision-makers anticipate expanding their headcount.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/ChangesServiceOrganizationsAnticipateOvertheNextYear\/EMBED1?:language=en-US&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-agents-and-mobile-workers-face-mounting-pressure\">Agents and mobile workers face mounting pressure<\/h2>\n\n\n\n<p>With <a href=\"https:\/\/www.salesforce.com\/resources\/articles\/customer-expectations\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">88% of customers worldwide saying<\/a> good service makes them more likely to purchase from the same company again, it\u2019s clear that customer experience is key to driving revenue. However, delivering on expectations isn\u2019t as simple as in years past. Eighty-one per cent of ANZ service professionals say customer expectations are getting higher.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/CustomerExperiencesTopsPrioritiesandChallenges\/EMBED2?:language=en-US&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>On top of increasingly sophisticated demands from customers, 69% of ANZ service organisations anticipate higher case volumes in the year ahead. The risk of burnout or failure in this scenario is a major factor for agents, who are already stretched thin.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-organizations-lean-into-ai-automation-and-data-to-boost-efficiency-sales\">Organizations lean into AI, automation, and data to boost efficiency, sales<\/h2>\n\n\n\n<p>AI and automation may present solutions for over-burdened agents tasked with revenue generation. Currently, ANZ agents spend just 35% of their time servicing customers amid competing demands like internal meetings, administrative tasks, and manually logging case notes.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/HowAgentsSpendTheirTimeDuringanAverageWeek\/EMBED3?:la%5B%E2%80%A6%5DS&#038;publish=yes&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Ninety per cent of Australian and New Zealand service professionals at organisations with AI say the technology <a href=\"https:\/\/www.salesforce.com\/blog\/customer-service-ai\/\" target=\"_blank\" rel=\"noreferrer noopener\">saves them time<\/a>. By responding to simple queries and crafting self-help <a href=\"https:\/\/www.salesforce.com\/blog\/how-to-write-a-knowledge-base-article\/\" target=\"_blank\" rel=\"noreferrer noopener\">knowledge articles<\/a>, AI clears the way for human agents to focus on more fulfilling and higher-value work, such as building customer relationships and resolving complex cases.<\/p>\n\n\n\n<p>Service organisations also report using AI to directly help with revenue generation by providing intelligent recommendations and offers to agents.<\/p>\n\n\n<div class=\"tableau-viz-embed-container \">\n\t<tableau-viz\n\t\tclass=\"tableau-viz-embed\"\n\t\tsrc=\"https:\/\/public.tableau.com\/views\/HowServiceOrganizationsUseAI\/EMBED4?:language=en-US&#038;publish=yes&#038;:sid=&#038;:display_count=n&#038;:origin=viz_share_link\"\n\t\ttoolbar=\"hidden\"\n\t\thide-tabs\n\t><\/tableau-viz>\n<\/div>\n\n\n\n<p>Savvy service organisations are taking note of the promise AI and another efficiency driver, automation, can bring. Currently, 68% of organisations in ANZ have invested in AI. Eighty-two per cent of Australian and New Zealand decision-makers plan to increase their AI investments over the next year.<\/p>\n\n\n\n<p>For both AI and employees, personalising service interactions requires customer knowledge, which often is drawn from many different data sources. Empowering AI and employees with a complete view is a clear priority for decision-makers in ANZ, 85% of whom plan to boost investments in data integration over the next year.<\/p>\n\n\n\n<aside class=\"contextual-driver has-text-align-left contextual-driver--einstein\">\n\t<header class=\"tidbit-header\">\n\t\t<h2 class=\"tidbit-head\">\n\t\t\tFind more insights from the State of Service report.\t\t<\/h2>\n\t<\/header>\n\t<div class=\"tidbit-body\">\n\t\t<p><\/p>\t<\/div>\n\t\t\t<p class=\"tidbit-link label\">\n\t\t\t<a class=\"label has-right-arrow has-right-arrow--small\" href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/\" target=\"_blank\">\n\t\t\t\t<span>DOWNLOAD THE FULL REPORT<\/span>\n\t\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" viewBox=\"0 0 14 10\">\n\t<path d=\"M13.92 5.38a1 1 0 000-.76.9.9 0 00-.17-.26.25.25 0 000-.07l-4-4a1 1 0 00-1.46 1.42L10.59 4H1.07a1 1 0 000 2h9.52l-2.3 2.29a1 1 0 000 1.42 1 1 0 001.42 0l4-4a.25.25 0 000-.07.9.9 0 00.21-.26z\" \/>\n<\/svg>\n\t\t\t<\/a>\n\t\t<\/p>\n\t\t\t\t<img class=\"tidbit img-einstein\"\n\t\tsrcset=\"\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@0.5x.png 84w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png 168w,\n\t\t\thttps:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@2x.png 336w\n\t\t\"\n\t\tsrc=\"https:\/\/www.salesforce.com\/au\/news\/wp-content\/themes\/newsroom\/assets\/images\/article-tidbit-einstein-large@1x.png\"\n\t\talt=\"Illustration of einstein\"\n\t\tsizes=\"(min-width:1024px) 175px, 130px\"\n\t>\n\t<\/aside>\n\n\n\n\n<p>Existing investments appear to be paying off. As AI, automation, and data capabilities mature, organizations are getting better at striking the right balance between service speed and quality \u2014 a notoriously difficult challenge. In 2022, 76% of agents cited juggling these competing priorities as difficult, but that percentage dropped to 69% in this year&#8217;s report.<\/p>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-more-information\">More information<\/h4>\n\n\n\n<ul class=\"wp-block-list\">\n<li><a href=\"https:\/\/www.salesforce.com\/resources\/research-reports\/state-of-service\/?d=cta-body-promo-8\" target=\"_blank\" rel=\"noreferrer noopener\">Read<\/a> the full State of Service report<\/li>\n\n\n\n<li><a href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/generative-ai-statistics\/\" target=\"_blank\" rel=\"noreferrer noopener\">Explore<\/a> more top generative AI statistics<\/li>\n<\/ul>\n\n\n\n<h4 class=\"wp-block-heading\" id=\"h-methodology\">Methodology<\/h4>\n\n\n\n<p>Salesforce conducted a double-anonymous survey of over 5,500 professionals in roles including service operations, service agents, mobile workers, service managers\/directors, and service leadership\/head of service \u2013&nbsp;including 300 from Australia and New Zealand.&nbsp; Respondents were sourced from 30 countries and five continents. The data was collected between December 8, 2023, and January 22, 2024.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Editor\u2019s note: Visualisations included throughout this article are set to global responses to the State of Service report by default. ANZ responses are available via filter. Both service and field service organisations are increasing their investment in AI to meet rising customer expectations and unlock revenue-generating opportunities, according to new research from Salesforce\u2019s sixth State [&hellip;]<\/p>\n","protected":false},"author":0,"featured_media":9502,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"sf_subhead":"","sf_i18n_disclaimer":false,"_jetpack_memberships_contains_paid_content":false,"alternateThumbnailId":0,"sf_product_cta_id":0,"footnotes":""},"categories":[],"tags":[],"sf_content_type":[1099],"sf_theme":[1115],"sf_topic":[1092,1093],"sf_product":[1125],"sf_industry":[],"sf_role":[],"sf_multimedia_asset":[],"sf_location":[1515],"sf_collection":[],"sf_visibility":[],"coauthors":[],"class_list":["post-9503","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_content_type-snapshots","sf_theme-digital-transformation","sf_topic-artificial-intelligence","sf_topic-digital-transformation","sf_product-service-cloud","sf_location-anz"],"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>Salesforce Report: ANZ Teams Tap AI and Data to Drive Revenue as Service Expectations Rise - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/au\/news\/stories\/customer-service-statistics-2024\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce Report: ANZ Teams Tap AI and Data to Drive Revenue as Service Expectations Rise\" \/>\n<meta property=\"og:description\" content=\"Editor\u2019s note: Visualisations included throughout this article are set to global responses to the State of Service report by default. 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