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2019年第三版客户服务报告
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第四次工业革命推动服务转型代理商加快步伐AI的影响客户参与实现网络化和跨职能化移动员工成为品牌的代言人
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2019年第三版客户服务报告 About This Report For the third edition of our "State of Service" report. Salesforce Research surveyed over 3,500 customer service agents and decision makers worldwide to determine: Service organizations' biggest challenges and priorities The changing role of customer service agents； The impact of artificial intelligence (AI) on the future of customer service； How mobile workers fit into modern customer service； Data in this report is from a double-blind survey conducted from November 27 through December 15, 2018 that generated 3,525 responses from full-time customer service agents and decision makers. Survey respondents are from North America, Latin America, Asia Pacific, and Europe. All respondents are third- party panelists (not limited to Salesforce customers). For further survey demographics, see page 54. Due to rounding, not all percentage totals in this report equal 100%. All comparison calculations are made from total numbers (not rounded numbers). 【更多详情，请下载：2019年第三版客户服务报告】
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