Take the first step with Service Cloud

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Deliver personalized customer service at scale. Bring all of your support needs onto one platform so you can decrease costs while increasing efficiency.

What are customer service standards?
Customer service standards refer to the goals for interactions between your business and your customers. Many companies already adhere to customer service standards, but too often these standards default to the minimum businesses must do to keep customers from complaining.

This doesn’t fly with today’s customers. They want an experience — fast, personalized, and complete service — the first time they contact you. In fact, 65% of customers expect companies to adapt to their needs.

Stand out by raising your customer service standards and giving your team the tools and training they need to support customers. Then when your agents’ response time, empathy, and efficiency exceed expectations, you earn customer trust.

1. Keep an eye on your KPIs
Today’s service leaders are challenged with improving service while america phone number list lowering costs. The right service metricsOpens in a new window can help keep you on track.

For example, case deflection — whether achieved through self-service tools for customers or automated processes — is a great key performance indicator (KPI) for tracking efficient use of resources. It shows how well you’re offloading simple cases, allowing agents to focus on more complex matters that require critical thinking, human interaction and empathy.

Other KPIs to consider: cost per contact, first contact resolution, and customer lifetime value. The right KPIs help identify red flags in your service organization and correct them, ensuring a strong team. Only then can you deliver at the high customer service standards that customers expect.

Salesforce mascot Einstein showcasing the title slide of the State of Service report.
Dig into our latest customer service research.
High-performing service organizations are using data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.