Self-service is a clear competitive advantage

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So how can you take action? Our research shows that leading organizations are actively tracking key performance indicators (KPIs) that are linked to tangible business outcomes. In fact, the share of service organizations tracking revenue generation has nearly doubled since 2018, from 51% to an astonishing 91%. The share tracking customer retention rose by 29 percentage points over the same period. If those customer service analytics aren’t already on your radar, it’s time to make some changes — otherwise you risk getting left behind.

Salesforce mascot Einstein showcasing the title slide of the State of Service report.
Dig into our latest customer service research.
High-performing service organizations are using colombia whatsapp lead data and AI to generate revenue while cutting costs — without sacrificing the customer experience. Find out how in the 6th edition of the State of Service report.


Self-serviceOpens in a new window helps customers resolve simple issues, freeing agents to spend more time on high-complexity, high-value interactions.