The Key Trends Facing Customer Service Organizations

Salesforce.com and Desk.com commissioned a study, conducted by Forrester Consulting, to find out how fast-growing companies are delivering customer service today and better understand how they will use it in the future. Learn the top customer service trends that your business should pay attention to in order to deliver world-class customer service.

Trend 1: Personalize Customer Service Interactions

Companies will measure the success of a customer service interaction based on quality and operational benchmarks.

Participants were asked: “On a scale of 1-5 (5 being the highest priority), what do you believe makes a successful customer service interaction?”

Customer Satisfaction Metrics

Quality of the Contact

First Contact Resolution

Trend 2: Proactive Customer Engagement

Companies will focus on proactive customer engagement, and prioritize first-time resolution and handle times.

Participants were asked: “On a scale of 1-5 (5 being the highest priority), what do you believe impacts your customer service metrics the most?”

Trend 3: Measure the Performance of Support Teams

Companies will track Agent performance to improve the customer experience.

Participants were asked: “On a scale of 1-5 (5 being the highest priority), what are your organization’s biggest challenges for improving the customer experience?”

Managing data quality
Creating operational reports to drive business decisions
Measuring results

Trend 4: Focus on the Right Strategic Technologies

Customer Service Managers will have access to real-time analytics to improve customer interactions.

Participants were asked: “What are the challenges that your Customer Service Managers face?”

Trend 5: Focus on Productivity Tools

Support Agents will have access to productivity tools to service customers effectively.

Participants were asked: “What are the challenges that your Customer Service Agents face?”

Trend 6: Customer Satisfaction Will Drive Business Decisions

Companies will focus on efficiency, productivity and personalization as measurements of success.

Participants were asked: “What are the main measurements of success for your customer service operations? (Select your top five.)”

Trend 7: Automation Will Become a Cornerstone of Good Service

Companies will improve service by focusing on automated support, as well as the actions and work performed by Agents.

Participants were asked: “What are the three most important priorities for improving customer service? (Please rank your top three where 1 is most important and 3 is third most important)”

Trend 8: Adopt a Help Desk to Increase Business Agility

Companies that adopt a help desk in their organization will see an increase in business agility and speed of deployment. Expect companies to use a help desk to grow their business and get an edge on the competition.

Participants were asked: “What are the perceived risks of not adopting a helpdesk in your organization? (Select all that apply)”

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A commissioned study conducted by Forrester Consulting on behalf of Desk.com and Salesforce.com” to read “May 2013 commissioned survey results conducted by Forrester Consulting on behalf of Desk.com and Salesforce.com

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