The service industry stands at the cusp of transformation thanks to shifts in customer behaviour and expectations during the pandemic. Remote working and social distancing have popularised digital channels for customer engagement, experience, and service. Also, companies with good customer service have managed to retain customers and incur repeat business. It is against this evolving service landscape that businesses are looking up to their service agents as brand ambassadors, and investing in technology for service.
The fourth edition of the Salesforce State of Service report captures such shifts in the service sector and discusses how professionals worldwide are adapting.
Here's the India perspective.