New Digital Initiatives Help Customer Service Teams Meet Demand

Customer service teams are becoming more strategic in recent years with their digital engagement activities, according to new research.

May 03, 2021 , Michael Rodriguez

New research from Salesforce shows that 81% of customer service teams have accelerated their digital initiatives to meet service demand, with 71% citing the pandemic and rapid digitalization as causes. As a result, 77% of service agents say their role has become more strategic in the last two years, relying more on their organization and technology to perform adequately.

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