{"id":20432,"date":"2020-06-26T05:00:00","date_gmt":"2020-06-26T12:00:00","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=20432"},"modified":"2024-09-16T14:44:24","modified_gmt":"2024-09-16T21:44:24","slug":"new-survey-reveals-shifting-customer-service-standards-amid-covid-19","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/news\/stories\/new-survey-reveals-shifting-customer-service-standards-amid-covid-19\/","title":{"rendered":"New Survey Reveals Shifting Customer Service Standards Amid COVID-19"},"content":{"rendered":"\n

Click <\/i>here<\/i><\/a> to explore data across demographics and geographies.<\/i><\/p>\n\n\n\n

As stay-at-home orders expanded over the past three months and consumer demand plummeted, companies spanning all sectors of the economy have been challenged to engage shaken and confused customers with questions and demands that would be considered unreasonable during normal times. Salesforce surveyed over 3,500 consumers worldwide to understand what customers actually need during these unprecedented times, and how companies can delight them in the absence of a playbook. Here are some key takeaways from respondents in the United States.<\/p>\n\n\n\n

Case volume is mostly stable as economic activity wanes<\/b><\/h2>\n\n\n\n

Despite widespread business shutdowns, customer service case volume is mostly stable or on an uptick as customers seek assistance and guidance under rapidly evolving circumstances. <\/p>\n\n\n\n

57% of Americans are contacting customer service the same amount as they used to, and 30% are contacting customer service more than they used to. Only 13% of Americans say they\u2019re contacting customer service less than before.<\/p>\n\n\n\n

Millennials have ramped up their interactions with customer service the most. 46% of American millennials say they\u2019re contacting customer service more than before, and just 10% say they\u2019re contacting customer service less than before. This is in contrast to the 42% of Gen Xers and 11% of baby boomers who are contacting customer service more.<\/p>\n\n\n

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Open Image Modal<\/span>\"Survey<\/a>
Survey reveals patterns in customer service outreach<\/em><\/figcaption><\/figure><\/div>\n
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