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The State of Customer Service in 2020

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

Welcome to HubSpot’s Annual State of Service Research Report

This report is our effort to better understand the service industry. Each year we survey service teams, analyze the data, uncover trends, and share our findings with the larger community.

This annual report is produced by HubSpot’s in-house research team. For the 2020 State of Service we surveyed 1,125 respondents from the US, UK , Canada, and Australia.

We asked these customer service professionals about their tools, processes, and teams, as well as their thoughts on the industry as a whole. Download the full report to see how customer service trends have shifted in 2020.

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93% of service teams agree that customers higher expectations than ever before.