• HSLogo_color

The State of Customer Service in 2020

Free Download

COVERRR-1

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

Download Now for Free

The State of Customer Service in 2020 dives into:

  • How customer are changing, and how companies are adapting
  • Service teams’ biggest challenges and industry trends
  • Tools of the trade
  • Service teams: structure, measurement, and career paths

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.

Frequently Asked Questions (FAQs)

  • We will always keep your personal information safe.

    We ask for your information in exchange for a valuable resource in order to (a) improve your browsing experience by personalizing the HubSpot site to your needs; (b) send information to you that we think may be of interest to you by email or other means; (c) send you marketing communications that we think may be of value to you. You can read more about our privacy policy here.

  • Absolutely!

    Just sharing some free knowledge that we hope you’ll find useful. Keep us in mind next time you have marketing questions!

93% of service teams agree that customers higher expectations than ever before.
Download for More Data