Salesforce, the global CRM leader, today released its fifth State of Service report, providing insights into key goals, challenges, measurable achievements, and more. and corporate strategies are changing amid customer expectations in a digital-first world. and challenging economic conditions From the point of view of more than 8,000 professionals from 36 countries, including over 300 from Thailand.
From the said report, it was found that Economic volatility encourages a focus on efficiency. While inflation continues to occur And raising interest rates is big news. Customer service teams are turning to success metrics and new technologies to make them more efficient. 67% of service organizations in Thailand use workflows. and business process automation
At the same time, digital-first customer service will continue to gain momentum. Customers Go Digital During the Pandemic And there are no signs of slowing down: 67% of hospitality organizations in Thailand provide video services and 63% provide chat services, and the ‘massive leave’ also spurred interest in employee experience. Because of the rising job turnover rate, service organizations are taking advantage of benefits, with service organizations in Thailand having an average employee turnover rate of 17% last year.
However, customer service has also grown beyond contact centers. Field service is now more important than the traditional scope of work in industries such as the energy and utilities sector. 88% of service organizations with field service in Thailand say this type of service is critical to expanding their business.
Kittipong Asavapichayon, Managing Director of Salesforce Thailand, explains that the patterns of customer service are changing rapidly. Causing businesses to come up with new ways to interact with customers. In the current economic environment facing challenges. This drives the need and urgency that businesses need to focus on increasing efficiency.
As a result, service teams have to rethink how they can produce greater results with less resources – cost, personnel, time, etc. This has made it imperative that businesses create a 360-degree view of their customers from all aspects of their contact information. and bring in an automated service system to provide additional services and the best experience for customers
