The State of Customer Service [New Report]

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State of Customer Service

Discover customer service industry trends on everything from technology usage to evolving customer expectations.

How are customer expectations and behavior changing, and how are customer service teams adapting to those changes?

Customer expectations and behavior are changing. Word-of-mouth marketing is more important than ever, and your brand's reputation is probably influencing buying decisions more than you'd expect. Is your customer service team evolving to ensure that each customer interaction is exceptional?

HubSpot surveyed over 1,000 customer service leaders and representatives from the U.S., the U.K., Canada, and Australia to produce a report on the state of the customer service industry in 2019. How are teams structured today, and what tools and software do they use? How do they measure success?

The research also explores customer expectations in our world today, where every industry seems to be saturated with solutions. The data speaks for itself: excellent customer service is a key differentiator. Download the insights to understand which levers other companies are pulling to deliver fantastic support at every touchpoint.

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What percent of companies actually ask their customers regularly for feedback?

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