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.