Transform Service Into a Strategic Advantage
Meet rising expectations with smarter, more proactive customer service using Salesforce.
Top Priorities for Service Leaders
- Improve customer experience
- Modernize service technology
- Enhance data reliability
- Reduce operational costs
- Build workforce skills
→ Discover how leading organizations are transforming service delivery.
Key Challenges Facing Service Teams
- Evolving customer expectations
- Pressure to lower cost-to-serve
- Limited budgets
- Outdated tools and inefficient processes
→ Learn how to overcome these barriers and scale service impact.
Smarter Channels, Better Outcomes
✔ Live Chat (87% of top performers)
✔ Self-Service Portals
✔ Video & Social Messaging
✔ Knowledge Bases & Mobile Apps
📊 84% of leaders are reassessing channel investments this year.
Self-Service That Works for Everyone
- 61% of customers prefer self-service for simple issues
- 73% of orgs now offer AI-powered chatbots
- High performers resolve 54% of cases via self-service
→ Empower customers and free agents for high-value work.
Proactive Support: A Missed Opportunity
61% of professionals say they are proactive — but only 33% of customers agree.
⚡ Close the gap with AI, automation, and predictive insights.
KPIs Are Shifting to Business Impact
- Revenue generation tracked by 91% (up from 51%)
- Customer retention, SLA performance, and case deflection growing
- Service budgets expected to increase 23%
→ Turn your service center into a revenue and loyalty engine.
