{"id":26887,"date":"2023-01-01T07:59:48","date_gmt":"2023-01-01T07:59:48","guid":{"rendered":"https:\/\/mailinvest.blog\/index.php\/2023\/01\/01\/customer-service-teams-feel-more-empowered-by-automation-and-artificial-intelligence\/"},"modified":"2023-01-01T07:59:48","modified_gmt":"2023-01-01T07:59:48","slug":"customer-service-teams-feel-more-empowered-by-automation-and-artificial-intelligence","status":"publish","type":"post","link":"https:\/\/mailinvest.blog\/index.php\/2023\/01\/01\/customer-service-teams-feel-more-empowered-by-automation-and-artificial-intelligence\/","title":{"rendered":"Customer service teams feel more empowered by automation and artificial intelligence"},"content":{"rendered":"

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Via Salesforce<\/a><\/em><\/p>\n

Today\u2019s service leaders are struggling to meet growing customer expectations amid a 19% average annual turnover rate<\/a> and tightening operational budgets. Salesforce Service Cloud CEO Clara Shih<\/a>and Global Innovation Evangelist Brian Solis<\/a> see automation and AI<\/a> as a solution.<\/p>\n

Why it\u2019s important:<\/strong> Shih and Solis, who recently joined the Blazing Trails Podcast<\/a>, discussed how service teams feel more empowered by technology, and backed their statements up with data from Salesforce\u2019s latest State of Service report<\/a>.<\/p>\n

The Salesforce perspective: <\/strong>With automation and AI, Shih explained, organizations can drive growth by empowering agents to do more with less, increase efficiencies by streamlining time-intensive processes, and deliver immediate cost savings to organizations across every industry.<\/p>\n

\u201cEvery organization is facing cost pressure right now, while also being asked to hire more service agents across field service, contact centers, and business-to-business support teams,\u201d said Shih.<\/p>\n

\u201cTo find efficiencies, we are seeing companies embrace automation and AI,\u201d Shih observed. \u201cThese technologies free service professionals from mundane tasks so they can get back to customers faster, focus on higher-order problem solving, and build meaningful, long-term relationships with customers.\u201d<\/p>\n

Using automation and AI for service teams has another critical benefit: better customer service.<\/p>\n

\u201cNinety-four percent of consumers say that good customer service makes them more likely to make another purchase. And in these times, the \u2018Great Resignation\u2019 isn\u2019t just about employees, it\u2019s also about customers \u2014 they\u2019re willing to quit on you,\u201d said Solis.<\/p>\n

\u201cSo with service, using tools like automation can actually help you \u2014 to not only update dated processes \u2014 but also create the new types of processes that customers expect,\u201d Solis continued.<\/p>\n

Fast fact:<\/strong> The fifth edition of Salesforce\u2019s State of Service report features perspectives from more than 8,000 customer service professionals in 36 countries.<\/p>\n

Listen to the conversation here<\/a>.<\/p>\n

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Apple<\/a><\/p>\n

Google<\/a><\/p>\n

Spotify<\/a><\/p>\n<\/p><\/div>\n