These examples are made possible through deliberate investment in the customer service experience. These companies have well-trained service agents. They have connected, reliable data about their customers. They use AI to help them identify issues. All this makes the customer experience — even in the face of a problem — overwhelmingly positive. (Back to top)

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Our research shows that 86% of service professionals say that customer expectations are higher than they used to be. If they’re not met, customers will walk: 48% have switched brands for better customer service. Remember: the majority of customers say good customer service makes them more likely to make another purchase. So providing good customer service will help you prevent attrition and boost loyalty. What’s not to like? (Back to top)

Learn how you can help your agents become more efficient — and your customers happier. When you have an easy-to-use platform for your data, agents have all the information they need to provide the care customers expect.

High-performing service organizations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.

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Our research finds 61% of customers say most companies treat them as a number. Good customer service makes customers feel valued and recognized.How can you go the extra mile for your customers? Here are a few real-world examples of stand-out service to inspire you:

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If you want to improve customer service, it’s important to measure and track your progress. Tried-and-true key performance indicators (KPIs) like case volume and average handle time are still important. But you also need to capture the broader customer experience. Here are some customer service metrics to consider:

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Providing good customer service was once a matter of taking detailed notes on paper. Now, technology lets agents quickly help a greater number of customers, all while keeping quality high. Here are the key technologies that make excellent service possible, even as the volume of service interactions grows:

Jill Wagner is an editorial lead and senior manager for Service Cloud. She's built marketing communications strategies, managed thought leadership programs, and created content for startups to major brands. Outside of work, spot Jill hanging with her dog, enjoying time in her backyard oasis with... Read More family and friends, or visiting New England beaches - even in the winter.

Our research finds that 88% of customers say good customer service makes them more likely to purchase again. What’s more, 75% of customers forgave a company’s mistakes after receiving excellent customer service.Let’s look at the ins and outs of good customer service and how to set up for success.

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Providing good customer service is a great way to build a loyal customer base over time. Here are some benefits you may experience for consistently great customer service:

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Of course, such a seamless customer experience doesn’t just magically happen. It takes well-trained agents with the right customer service skills. And it takes supportive, smart technology — specifically an omnichannel CRM, plus connected data, artificial intelligence (AI) and automation. Thanks to advances in technology, all this is now possible. (Back to top)

Good customer service means meeting customer needs and expectations consistently. This can lead to business growth — even when you’re not at your best.

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If you’re looking to improve your customer service, a great place to start is by assessing what’s working now and what’s not. Then define your goals – what you want your customer experience to be like. From there, look for technology solutions, and possibly training for your service agents, that will empower you to bridge the gap.Good customer service is well worth your time and investment. Your agents will become more productive, your customers more satisfied. Your brand reputation will improve, customer loyalty will rise, and CSATs will soar. (Back to top)

From a customer’s perspective, good customer service is fast, seamless, and easy. It’s also consistent, convenient, personalized, and empathetic. The same applies to your business when providing customer service.The customer reaches out on their preferred customer service channel – voice, video, email, chat, or even self-service option like a customer portal. Agents are available to help when needed, and the customer doesn’t have to repeat themselves. The agent understands the issue, is empathetic, and resolves the problem the first time the customer reaches out.

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