{"id":14894,"date":"2024-09-02T12:42:06","date_gmt":"2024-09-02T02:42:06","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=14894"},"modified":"2024-10-08T02:31:44","modified_gmt":"2024-10-08T02:31:44","slug":"customer-service-makes-a-strategic-shift-for-in-organisations","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/customer-service-makes-a-strategic-shift-for-in-organisations\/","title":{"rendered":"A New Era for Customer Service in India"},"content":{"rendered":"\n<p>The service landscape in India is evolving at a breakneck pace. The <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sixth Edition State of Service report<\/a> provides a pulse check on the priorities, challenges, and opportunities of over 5,500 service professionals worldwide.\u00a0<\/p>\n\n\n\n<p>As customer service trends reveal that customers are setting their expectations sky-high, organisations are under more pressure to deliver personalised service at scale while delivering more value to the business. But there\u2019s good news, too. The introduction of artificial intelligence and enhanced data capabilities are transforming how quality service is delivered, offering exciting opportunities to boost agent productivity and generate revenue.&nbsp;<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-india-s-customer-service-trends-everyone-wants-more-from-customers-to-executives\">India\u2019s Customer Service Trends: Everyone Wants More, from Customers to Executives<\/h2>\n\n\n\n<p>In India, the stakes are high and climbing higher. <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">88% of service professionals in the region<\/a> report that customers are more demanding than ever, with expectations of fast, personalised service at every interaction.<\/p>\n\n\n\n<p>It won\u2019t come as a surprise, then, that globally, <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">customer experience<\/a> topped the list of both priorities and challenges for service organisations. The biggest priority for service decision-makers is improving the customer experience, while their biggest challenge is keeping pace with customer expectations.\u00a0<\/p>\n\n\n\n<p>Multiplying the burden on service, the surge in customer demands correlates with an anticipated increase in cases, with <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">77% of service professionals in India<\/a> bracing for higher volumes in the coming year.\u00a0<\/p>\n\n\n\n<p>These projections underscore a critical challenge: delivering personalised service at scale \u2013 a requirement for maintaining customer loyalty and satisfaction. Self-service, including knowledge-powered help centres, customer portals, and AI-powered chatbots, stands out as a win-win solution.<\/p>\n\n\n\n<p>There\u2019s a growing desire for self-service, with <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">61% of customers globally<\/a> reporting they prefer it for fixing simple issues. And while self-service now solves 54% of customer issues worldwide at organisations that use it, the pressure is on to get self-service right. 72% of customers won\u2019t reuse a company\u2019s chatbot after just one negative experience, so there\u2019s little room for error.\u00a0<\/p>\n\n\n\n<p>Adding to these growing demands is the awareness that customer service has evolved far beyond a simple support function and cost centre. Today, it&#8217;s at the forefront of revenue generation. In India, <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">79% of service organisations<\/a> are expected to ramp up their contribution to the bottom line.\u00a0<\/p>\n\n\n\n<p>This dual pressure requires organisations to not only maintain but amplify service quality, so they can meet the expectations of customers and revenue.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customer-service-is-expanding-in-budget-headcount-and-channels\">Customer Service is Expanding \u2013 in Budget, Headcount and Channels<\/h2>\n\n\n\n<p>To meet these soaring demands, service departments in India are ramping up their resources. About <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">85% of service professionals<\/a> in the region anticipate an increase in budget, while 80% expect to expand their headcount \u2014\u00a0higher than the global averages of 80% and 76%, respectively. This suggests that Indian organisations are preparing to scale up operations to rise to the challenge of today\u2019s customer service trends.<\/p>\n\n\n\n<p>A diversification in service channels \u2013 now averaging twelve different modes of customer engagement for organisations in India \u2013 indicates a strategic move to interact with customers across multiple platforms.<\/p>\n\n\n\n<p>There\u2019s a clear trend in favour of an omnichannel service experience. High-performing organisations provide service across a broader range of channels than underperformers, making it more important than ever to meet customers where, when, and how they want to engage. Live chat, in particular, has been adopted by <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">9 in 10 high performers globally<\/a> \u2013 but only among 60% of underperformers.<\/p>\n\n\n\n<figure class=\"wp-block-image size-full is-resized\"><a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\"><img loading=\"lazy\" decoding=\"async\" width=\"800\" height=\"2444\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png?strip=all&#038;quality=95\" alt=\"\" class=\"wp-image-14902\" style=\"width:620px;height:auto\" srcset=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png 800w, https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png?w=98&amp;h=300 98w, https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png?w=768&amp;h=2346 768w, https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png?w=335&amp;h=1024 335w, https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png?w=503&amp;h=1536 503w, https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png?w=670&amp;h=2048 670w, https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2024\/09\/State-of-Service-Report-Infographic-v2.png?w=49&amp;h=150 49w\" sizes=\"auto, (max-width: 800px) 100vw, 800px\" \/><\/a><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-customer-service-ai-amp-data-promises-scale\">Customer Service AI &amp; Data Promises Scale<\/h2>\n\n\n\n<p>Artificial intelligence&#8217;s role in transforming service operations is becoming increasingly critical as organisations look to technology as the solution for tougher workloads and more demanding customers.&nbsp;<\/p>\n\n\n\n<p>With <a href=\"\/in\/resources\/research-reports\/state-of-service\/\">39<\/a><a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">% of Indian organisations<\/a> fully implementing customer service AI, and 34% exploring or experimenting with the technology, AI\u2019s rollout in India\u2019s service landscape is well underway.\u00a0<\/p>\n\n\n\n<p>The benefits are clear: <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">94% of service professionals<\/a> in these AI-equipped organisations acknowledge the time-saving benefits of AI, while 89% see cost reductions.\u00a0<\/p>\n\n\n\n<p>Service organisations are using AI to increase agent efficiency and productivity, which increases their ability to provide customers with prompt and personalised experiences. The <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">top three<\/a> use cases for AI in India are automated summaries and reports, customer-facing intelligent offers and recommendations, and knowledge article creation, with plenty more exciting applications emerging.<\/p>\n\n\n\n<p>As service organisations commit to AI, they\u2019re also putting a focus on trustworthy and connected data. 92% of service professionals in India say better access to data from other teams would improve the support they provide, pointing to the importance of a comprehensive data strategy to underpin AI.<\/p>\n\n\n\n<p>In response, <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">81% of these service organisations<\/a> report an increase in investment in data integration efforts next year, pointing towards a strategic push to enhance the efficacy and responsiveness of service operations through better data accessibility and connected, efficient service systems.\u00a0<\/p>\n\n\n\n<h2 class=\"wp-block-heading\" id=\"h-how-does-your-service-organisation-stack-up-nbsp\">How Does Your Service Organisation Stack Up?&nbsp;<\/h2>\n\n\n\n<p>The trends are clear and the data is compelling: service in India has been forever changed by new customer demands, organisational imperatives, and AI capabilities.&nbsp;<\/p>\n\n\n\n<p>These are just a few insights into the nature of service today. To learn more about what your customers want and how you can wow them with a strategic approach to customer service \u2013 from self-service to the contact centre to the field \u2013 read the <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\" target=\"_blank\" rel=\"noreferrer noopener\">Sixth Edition State of Service<\/a> report.<\/p>\n\n\n\n<div class=\"layout-one wp-block-salesforce-blog-offer\">\n\t<div class=\"wp-block-offer__wrapper\">\n\n\t\t<div class=\"wp-block-offer__content\">\n\t\t\t<h2 class=\"wp-block-offer__title\">Elevate Customer Service with Data-Driven Insights<\/h2>\n\t\t\t\t\t\t\t<p class=\"wp-block-offer__description\">Dive into the Sixth Edition State of Service report for valuable insights to optimise your service operations, from self-service to the contact centre to the field.<\/p>\n\t\t\t\n\t\t\t\n\t\t\t\t\t\t\t<div class=\"wp-block-button\">\n\t\t\t\t\t<a class=\"wp-block-button__link\" target=\"_blank\" href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-service\/\">Download now<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\n\t\t<div class=\"wp-block-offer__media\">\n\t\t\t\t\t<\/div>\n\t<\/div>\n\n\t\t\t<div class=\"wp-block-offer__graphics wp-block-offer__contour\"><\/div>\n\t\n\t\t\t<!-- Standard Illustration -->\n\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__illustration\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-illustration-layout-one.png\" alt=\"\">\n\n\t\t<!-- Small Accent Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__accent\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-accent-layout-one.png\" alt=\"\">\n\t\t\n\t\t<!-- Left Side Illustration -->\n\t\t\n\t\t<!-- Cloud Illustration -->\n\t\t\t\t\t<img decoding=\"async\" class=\"wp-block-offer__graphics wp-block-offer__cloud\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/themes\/salesforce-blog\/dist\/images\/offer-block\/offer-cloud-layout-one.png\" alt=\"\">\n\t\t\n\t<\/div>\n","protected":false},"excerpt":{"rendered":"<p>The pressure is on for service. Today\u2019s customers demand fast, consistent, and personalised interactions at every touchpoint, while businesses expect service to contribute more to the bottom line. Discover key insights and customer service trends in India to help your organisation rise to the occasion.<\/p>\n","protected":false},"author":21,"featured_media":14892,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[663,556],"sf_content_type":[],"coauthors":[1135],"class_list":["post-14894","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-service","sf_topic-artificial-intelligence"],"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>A New Era for Customer Service in India - Salesforce<\/title>\n<meta name=\"description\" content=\"Meet rising expectations with insights into India\u2019s customer service trends and artificial intelligence from the State of Service report.\" \/>\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\/in\/blog\/customer-service-makes-a-strategic-shift-for-in-organisations\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"A New Era for Customer Service in India\" \/>\n<meta property=\"og:description\" content=\"Meet rising expectations with insights into India\u2019s customer service trends and artificial intelligence from the State of Service report.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/in\/blog\/customer-service-makes-a-strategic-shift-for-in-organisations\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2024-09-02T02:42:06+00:00\" \/>\n<meta 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