State of Service (4th Edition)

Salesforce

Over 7,000 service professionals surveyed worldwide

For the fourth edition of our “State of Service” report, Salesforce Research surveyed global customer service professionals to determine:

• How customer service standards continue to change in the midst of crisis
• Which strategies, tactics, and technologies service organizations are turning to in the new normal
• How service organizations are navigating abrupt changes in their work environment
• The impact and trajectory of field service during a time of social distancing