Another post in the series where we publish the latest statistics from Salesforce. This time we will look at the increase in the use of online Customer Service tools – video-conferences.
Use of video-based Customer Support rose 42%”Source: State of Services (4th edition), Salesforce
No wonder. Videoconferencing has become the new communication standard in companies. Why limit yourself to only company meetings?
The Customer Service Departments have also started using this channel to communicate with their customers. It is different to talk to someone on the phone or in a chat, and also differently when we see the person we are talking to. We build a more personal experience this way. No wonder then that companies are increasingly using this communication channel.
It should be remembered that the impressive growth mentioned above took place in just two years – from 2018 to 2020. Even if the global situation returns to normal, it can be expected that some of the customers will still prefer this communication channel. Perhaps it is worth considering this communication channel in your company?
It is worth mentioning that at the end of 2020, Salesforce bought the Slack.
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ME PL Solution Team