small toolsSouth African Personal Technology Magazine, cited Brian Solis in its coverage of Salesforce’s “State of Service” report.
With inflation and interest rate hikes in the headlines, customer service teams are focusing on technologies that improve productivity and efficiency.
That’s a key finding in the fifth edition of the State of Service report by Salesforce, the global leader in customer relationship management (CRM). The report shares insights from more than 8,000 professionals in 36 counties, including 250 from South Africa, on how customer service organizations’ priorities, challenges, success measures and strategies are shifting amid economic headwinds.
The study found that 75% of service organizations in South Africa use workflow and process automation.
Key insights include:
Economic uncertainty has prompted a focus on efficiency. With inflation and interest rate hikes in the headlines, customer service teams are leaning towards new success measures and technologies to increase productivity and efficiency. 75% of service organizations in South Africa use workflow and process automation.
Digital-first customer service continues to rise. The migration of customers to digital channels has taken off during the pandemic and shows no signs of slowing down. 64% of services in South Africa offer video support and 71% offer live chat.
“The Great Resignation” prompts a focus on the employee experience. Due to high turnover, service agencies are offering benefits such as remote work and improved career development opportunities. In the past year, service providers in South Africa had an average attrition rate of 28%.
Customer service continues to expand beyond the contact center. Now, field service has outgrown its original territory in industries such as energy and utilities. 86% of service organizations with field operations in South Africa say scaling up is critical.
“Customer service is at the forefront of the shift to digital-first customer engagement,” Brian Solis, Salesforce Global Innovation Evangelist. “As economic uncertainty prompts customers and businesses to reassess their priorities and investments, it will become even more important for leaders to assess how their capabilities, success metrics and strategies can strengthen customer service as a revenue generator that drives customer loyalty. important.
“This study provides valuable baselines and differentiators that help inform important decisions.”
