SECOND ANNUAL State of Service Report

For the second annual “State of Service” report, Salesforce Research surveyed more than 2,600 customer service professionals worldwide to discover:

• How service leaders are responding to heightened customer demands
• Which habits are hallmarks of top service teams
• How smart tech is impacting service protocols

In this report, high-performing service teams are the top 14% who rate both their service performance and performance versus competitors as excellent. See page 3 for further information on performance.