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Home >> Resources >> For the fifth edition of our “State of Service” report, Salesforce Research surveyed 8,050 customer service professionals to determine:

State of Service


54% of service professionals say management views customer service as a revenue generator, rather than a business cost.

  • Customer's expectations mean service professionals need visibility into the entire customer journey in order to engage empathetically and efficiently.
  • The pandemic sent an increasing number of customers to digital channels. As their expectations rise and habits change, they aren’t turning back.
  • Eighty-six percent of decision makers at organizations with field service say it’s critical to scaling their business.
  • Service organizations have experienced an average reported turnover rate of 19% over the past year.

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