What Do Top Customer Service Teams and the Kardashians Have in Common?

One thing: they’re everywhere you look. But first, a bit of background on the subject.

Salesforce Research surveyed more than 1,900 customer service leaders worldwide to find out what sets the best teams apart. One of our key findings was this: omni-channel customers are driving a service sea change.

In other words, consumers use tons of channels and devices, which means customer service is starting to pop up in tons of channels and devices to keep pace. High performers are rising to this challenge, personalizing service by meeting customers where they are — whether connected via mobile app or social network.

Let’s look at a few supporting statistics from our “2015 State of Service” research:

• More than one-third of high-performing service teams are already delivering customer service via mobile apps, with an expected 67% growth over the next two years. In an effort to close the gap, underperformers will double down on delivering service via mobile apps, with 475% growth expected over the next two years.
• 56% of all service leaders surveyed are providing or plan to provide service, support, or both via a mobile app for customer use within the next two years.
• Among all service leaders surveyed, the use of social media monitoring technologies will increase nearly 2x in the next 12–18 months.

In the same way that you can’t get check out at the grocery store without seeing a Kardashian on at least one magazine cover, the best customer service teams are striving to deliver seamless, personalized service so they’re everywhere you look — and just a click away whenever you need them.

For a closer look at customer service trends in 2015, download the “2015 State of Service” report.

For more data-driven insights and industry trends, visit salesforce.com/research.