State of Service Report<\/span><\/h2>\n\t\t\t\t\t\t\tLearn how service organisations continue to adapt to an even more digital-first environment, and how teams are increasing efficiency and productivity in the face of economic uncertainty.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t
\n\t\t\t\t\tLearn More<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t\n\t\t\t![\"State](\"https:\/\/www.salesforce.com\/eu\/blog\/wp-content\/uploads\/sites\/14\/2023\/09\/state-of-service-form.png\")
\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\nUnsurprisingly, 89% of South African service professionals say there\u2019s a direct link between employee experience and customer experience. <\/b>And at a time when service is increasingly linked to success, this isn\u2019t something to overlook.<\/p>\n\n\n\n
It\u2019s also critical for a wavering job market: <\/p>\n\n\n\n
\n- 88% say retaining existing employees is a challenge.<\/span> <\/li>\n\n\n\n
- 93% have trouble filling vacant roles. <\/span> <\/li>\n<\/ul>\n\n\n\n
Who\u2019s getting customer service right?<\/b><\/h2>\n\n\n\n
African technology company Yoco Technologies<\/a> has turned the Small Business payments model on its head. To deliver great customer experiences, it realised it needed a well-defined customer journey. Enter Salesforce. Using Service Cloud<\/a> and Marketing Cloud<\/a>, Yoco has moved from a reactive support model to a proactive one. Slack<\/a> has also helped revolutionise the customer experience, ensuring conversions and automating workflows.<\/p>\n\n\n\n\u201cIt\u2019s easy when you\u2019re smaller to give great service to ten merchants, but when you\u2019re acquiring close to thousands of merchants a month, you need to have a well-defined customer journey to stay consistent in delivering great customer experiences.”<\/b> Ronald Makomba, Head of Customer Success, YOCO Technologies<\/p>\n\n\n\nEmpower agents to rise to the occasion<\/b><\/h2>\n\n\n\n
Agent empowerment is firmly on the agenda in South Africa. Why? Because confident and capable customer service professionals make for happier customers. And this tactic is working. Some 89% of professionals say their customer service agents see themselves as brand ambassadors.<\/b> Gone are the days of \u2018desk monkeys\u2019 with no engagement with the wider business. Agents are critical team members \u2013 and you should make sure they know it.<\/p>\n\n\n\n
For the majority, this is in full flow:<\/p>\n\n\n\n
\n- 85% of agents have a clear path for career growth.<\/span> <\/li>\n\n\n\n
- 76% feel empowered by management to treat customers with empathy. <\/span> <\/li>\n<\/ul>\n\n\n\n
This paints an incredibly positive picture of what investment in agents can do to customer success, especially when times are tight. <\/b>So, how are organisations achieving these results? <\/p>\n\n\n\nOffer new perks (without a crippling price tag)<\/b><\/h3>\n\n\n\n
While customer expectations have increased since the pandemic, so have employee expectations. Service organisations have been equally affected by the \u2018Great Resignation\u2019 in the labour market. In response, South Africa has seen a boost in perks that offer more flexibility and rewards to retain employees and keep them engaged.<\/b><\/p>\n\n\n\n
Since the pandemic, 69% of employees can choose where they work and over half (52%) now have flexible schedules. Improved career opportunities (50%) have also been a popular choice to help with staff retention.<\/b> These benefits don\u2019t necessarily come with a hefty price tag, and could even boost productivity \u2013 which is undoubtedly why they\u2019ve been popular at a time of increasing costs. <\/p>\n\n\n\n
However, a significant minority have gone even further. Over a third (38%) have offered their employees increased pay, and 37% increased time off.<\/b> Many have also recognised that happy customers require happy agents, with 50% offering wellness benefits. We\u2019ll cheer our green tea to that.<\/p>\n\n\n\nUpskill your teams<\/b><\/h3>\n\n\n\n
However, it\u2019s not just a good benefits package that keeps agents sticking around. Investing in both hard and soft skills is a clear trend for South African service organisations as empowerment tops the agenda. Some 88% of service organisations make significant investments in agent training, and this is paying off big time. <\/b>When retention is a worry, it makes sense to prioritise training new employees and actively working to advance existing agents on the career ladder.<\/p>\n\n\n\n
The good<\/b><\/p>\n\n\n\n\n- 71% say they have advanced product knowledge.<\/span> <\/li>\n\n\n\n
- 68% say they have advanced attention to detail and listening skills. <\/span> <\/li>\n<\/ul>\n\n\n\n
The not-so-good<\/b><\/p>\n\n\n\n
Empathy and adaptability are the least advanced skills across South African organisations:<\/p>\n\n\n\n
\n- Empathy (54%)<\/span> <\/li>\n\n\n\n
- Adaptability (57%)<\/span> <\/li>\n<\/ul>\n\n\n\n
But help is at hand to bridge any knowledge gaps: 72% say self-service employee resources are available for training on new products and services, and 70% on new tech. Independent learning<\/a> is a great way to foster autonomy and confidence. <\/b>As companies look at cutting costs and driving new efficiencies, a flexible, self-serve approach will become even more central to customer success.<\/p>\n\n\n\nThis company is getting service right, too<\/b><\/h2>\n\n\n\n
Coca-Cola Peninsula Beverages<\/a> has been serving Coca-Cola products to businesses in South Africa\u2019s Western Cape region for over 80 years. Using a combination of Sales Cloud<\/a> and Service Cloud, the company has rebuilt its Customer Service Centre to give every agent a 360-view of every customer<\/a>. <\/b>Empowering their agents to have organic and empathetic conversations from the moment they connect with customers.<\/p>\n\n\n\n\u201cNow with Service Cloud, our customers log requests with our ticketing system and every agent has a 360 view of every customer at their fingertips. We\u2019re resolving more cases faster than ever.\u201d<\/b> Christina Rodrigues Bester, Commercial Process Analyst, Coca-Cola Peninsula Beverages<\/p>\n\n\n\nShine a spotlight on service for better engagement and better results <\/b><\/h2>\n\n\n\n
Service organisations in South Africa have seen an average 28% turnover rate over the past year, a number that\u2019s only set to rise if retention isn\u2019t a priority. Indeed, 22% of agents plan to switch jobs within the next 18 months. At a time of exponential customer expectations and economic uncertainty, this could spell disaster.<\/p>\n\n\n\n
But, when 68% of management views customer service as a revenue generator, the answer is clear.<\/b> Empowered agents creating a positive employee experience are going to drive new efficiencies. If South African service organisations give them the right tools, benefits, and flexibility to do a great job, the road to customer success and a rise in revenue won\u2019t be far off.<\/p>\n\n\n\n
\t\t<\/div>\n\t<\/div>\n\n\t\n\t<\/div>\n\n\n\nUnsurprisingly, 89% of South African service professionals say there\u2019s a direct link between employee experience and customer experience. <\/b>And at a time when service is increasingly linked to success, this isn\u2019t something to overlook.<\/p>\n\n\n\n
It\u2019s also critical for a wavering job market: <\/p>\n\n\n\n
- \n
- 88% say retaining existing employees is a challenge.<\/span> <\/li>\n\n\n\n
- 93% have trouble filling vacant roles. <\/span> <\/li>\n<\/ul>\n\n\n\n
Who\u2019s getting customer service right?<\/b><\/h2>\n\n\n\n
African technology company Yoco Technologies<\/a> has turned the Small Business payments model on its head. To deliver great customer experiences, it realised it needed a well-defined customer journey. Enter Salesforce. Using Service Cloud<\/a> and Marketing Cloud<\/a>, Yoco has moved from a reactive support model to a proactive one. Slack<\/a> has also helped revolutionise the customer experience, ensuring conversions and automating workflows.<\/p>\n\n\n\n
\u201cIt\u2019s easy when you\u2019re smaller to give great service to ten merchants, but when you\u2019re acquiring close to thousands of merchants a month, you need to have a well-defined customer journey to stay consistent in delivering great customer experiences.”<\/b> Ronald Makomba, Head of Customer Success, YOCO Technologies<\/p>\n\n\n\n
Empower agents to rise to the occasion<\/b><\/h2>\n\n\n\n
Agent empowerment is firmly on the agenda in South Africa. Why? Because confident and capable customer service professionals make for happier customers. And this tactic is working. Some 89% of professionals say their customer service agents see themselves as brand ambassadors.<\/b> Gone are the days of \u2018desk monkeys\u2019 with no engagement with the wider business. Agents are critical team members \u2013 and you should make sure they know it.<\/p>\n\n\n\n
For the majority, this is in full flow:<\/p>\n\n\n\n
- \n
- 85% of agents have a clear path for career growth.<\/span> <\/li>\n\n\n\n
- 76% feel empowered by management to treat customers with empathy. <\/span> <\/li>\n<\/ul>\n\n\n\n
This paints an incredibly positive picture of what investment in agents can do to customer success, especially when times are tight. <\/b>So, how are organisations achieving these results? <\/p>\n\n\n\n
Offer new perks (without a crippling price tag)<\/b><\/h3>\n\n\n\n
While customer expectations have increased since the pandemic, so have employee expectations. Service organisations have been equally affected by the \u2018Great Resignation\u2019 in the labour market. In response, South Africa has seen a boost in perks that offer more flexibility and rewards to retain employees and keep them engaged.<\/b><\/p>\n\n\n\n
Since the pandemic, 69% of employees can choose where they work and over half (52%) now have flexible schedules. Improved career opportunities (50%) have also been a popular choice to help with staff retention.<\/b> These benefits don\u2019t necessarily come with a hefty price tag, and could even boost productivity \u2013 which is undoubtedly why they\u2019ve been popular at a time of increasing costs. <\/p>\n\n\n\n
However, a significant minority have gone even further. Over a third (38%) have offered their employees increased pay, and 37% increased time off.<\/b> Many have also recognised that happy customers require happy agents, with 50% offering wellness benefits. We\u2019ll cheer our green tea to that.<\/p>\n\n\n\n
Upskill your teams<\/b><\/h3>\n\n\n\n
However, it\u2019s not just a good benefits package that keeps agents sticking around. Investing in both hard and soft skills is a clear trend for South African service organisations as empowerment tops the agenda. Some 88% of service organisations make significant investments in agent training, and this is paying off big time. <\/b>When retention is a worry, it makes sense to prioritise training new employees and actively working to advance existing agents on the career ladder.<\/p>\n\n\n\n
The good<\/b><\/p>\n\n\n\n
- \n
- 71% say they have advanced product knowledge.<\/span> <\/li>\n\n\n\n
- 68% say they have advanced attention to detail and listening skills. <\/span> <\/li>\n<\/ul>\n\n\n\n
The not-so-good<\/b><\/p>\n\n\n\n
Empathy and adaptability are the least advanced skills across South African organisations:<\/p>\n\n\n\n
- \n
- Empathy (54%)<\/span> <\/li>\n\n\n\n
- Adaptability (57%)<\/span> <\/li>\n<\/ul>\n\n\n\n
But help is at hand to bridge any knowledge gaps: 72% say self-service employee resources are available for training on new products and services, and 70% on new tech. Independent learning<\/a> is a great way to foster autonomy and confidence. <\/b>As companies look at cutting costs and driving new efficiencies, a flexible, self-serve approach will become even more central to customer success.<\/p>\n\n\n\n
This company is getting service right, too<\/b><\/h2>\n\n\n\n
Coca-Cola Peninsula Beverages<\/a> has been serving Coca-Cola products to businesses in South Africa\u2019s Western Cape region for over 80 years. Using a combination of Sales Cloud<\/a> and Service Cloud, the company has rebuilt its Customer Service Centre to give every agent a 360-view of every customer<\/a>. <\/b>Empowering their agents to have organic and empathetic conversations from the moment they connect with customers.<\/p>\n\n\n\n
\u201cNow with Service Cloud, our customers log requests with our ticketing system and every agent has a 360 view of every customer at their fingertips. We\u2019re resolving more cases faster than ever.\u201d<\/b> Christina Rodrigues Bester, Commercial Process Analyst, Coca-Cola Peninsula Beverages<\/p>\n\n\n\n
Shine a spotlight on service for better engagement and better results <\/b><\/h2>\n\n\n\n
Service organisations in South Africa have seen an average 28% turnover rate over the past year, a number that\u2019s only set to rise if retention isn\u2019t a priority. Indeed, 22% of agents plan to switch jobs within the next 18 months. At a time of exponential customer expectations and economic uncertainty, this could spell disaster.<\/p>\n\n\n\n
But, when 68% of management views customer service as a revenue generator, the answer is clear.<\/b> Empowered agents creating a positive employee experience are going to drive new efficiencies. If South African service organisations give them the right tools, benefits, and flexibility to do a great job, the road to customer success and a rise in revenue won\u2019t be far off.<\/p>\n\n\n\n
- Adaptability (57%)<\/span> <\/li>\n<\/ul>\n\n\n\n
- 68% say they have advanced attention to detail and listening skills. <\/span> <\/li>\n<\/ul>\n\n\n\n
- 76% feel empowered by management to treat customers with empathy. <\/span> <\/li>\n<\/ul>\n\n\n\n
- 93% have trouble filling vacant roles. <\/span> <\/li>\n<\/ul>\n\n\n\n