Report: The State of Customer Service in 2021

If the pandemic taught us anything it's that customer service needs to adapt. Business leaders need to better understand customers expectations, their own shortcomings, and ultimately, the current state of customer service in 2021.

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What's inside the report?

Customer perceptions of customer service 

An exploration into customer attitudes before COVID-19, how the pandemic has affected them and a breakdown of the different demographics.

The impact COVID-19 had on customer service delivery

A statistical analysis of the pandemic's impact on customer needs, as well as the effects on industry trends and the way customer service is delivered today.

How to build a better future

Leaning on the research in this report, an outline of the strategies businesses need to implement to deliver a superior and undisrupted customer service offering. 

In this report, you'll learn...

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Essential customer service trends, stats and insights

There's no denying that COVID-19 has had an effect on customer service, but the question is, how much? We break down the statistics you need to know, and the trends that have been accelerated, reversed or have emerged.

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How to better serve your customer's needs

Customer service is a growth strategy and plays a key part in retaining customers. After all, first impressions count, and bad experiences can lead to lost revenue. In this report, learn the needs of customers and how they've changed.

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A new approach to customer service delivery

The pandemic has put a strain on customer service teams nationwide,
and businesses can't afford the level of disruption faced in 2020 and beyond.
We propose a new, agile model that solves the challenges outlined in this report.

Ready to learn the current state of customer service?