Salesforce

State of the Connected Customer

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Customer Field Service

Salesforce Research surveyed more than 7,000 consumers and business buyers globally to discover how the connected world has created a smarter customer. What do today’s connected customers expect, and what’s the impact on customer service teams? Report findings include:

  • 71% of business buyers say it’s absolutely critical or very important to receive product and customer support and service via their mobile devices.
  • 73% of consumers are likely to switch brands if a company provides inconsistent levels of service across departments.
  • 79% of consumers expect to be immediately routed to the agent that is most knowledgeable about their issue.

Download the “State of the Connected Customer” to understand what forward-thinking service teams must do to deliver a smarter customer experience.

Please fill out the form below to download the report.
Please fill out the form below to download the report.
Please fill out the form below to download the report.
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