Based on market and customer research, including this year’s State of Service survey, we believe that customer service teams and organizations have a meaningful opportunity in 2022 to level up their service delivery.
90% of businesses reported that customer service expectations are at an all-time high.
Most customer service leaders don’t have the resources to meet these expectations.
CSAT is one of the most important KPIs.
60% of high growth respondent reported the use of a help desk
Leveraging CRM and help desk is correlated with higher growth in 2021.
91% of respondents agreed that HS help desk system increases productivity (the largest across all tools).
95% agreed that the CRM powers their entire customer experience by centralizing customer data — better collaboration and coordination of work.
79% of customers are smarter and better informed than in the past.
85% of respondents reported that customers are more likely to share reviews (eitehr positive or negative) now than in the past