This content was created by Patrick Biddiscombe. This content was uploaded by Patrick Biddiscombe. This is a YouTube video titled "The State Of Customer Service 2024" created on June 27, 2024, discussing the evolving landscape of customer service based on HubSpot's latest State of Service report. It highlights the increasing demands on service teams, the role of AI in customer service, and the importance of unified data for personalized customer experiences.
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Great customer experiences will always be a CX leader's top priority. But today, nearly everything about the customer journey is changing. Let's take a look at where customer service is headed with HubSpot's latest State of Service report. First, customers are demanding more from service teams. 75% of CX leaders say their tickets are higher than ever before. Meanwhile, 82% of customers expect their issues to be resolved immediately and close to 80% actually prefer the option to self serve. To help meet these increasing demands, 84% of leaders say the future of customer service is AI powered. In fact, 65% say their teams are already using AI. And that's what we're seeing here at HubSpot too. Service Hub customers are already using AI powered tools like chatbots and reply recommendations to help scale support. To get the full value of AI, service teams need high quality unified data. But today only 35% of CX leaders say the data they need is fully integrated with the tools they use. And that's a big problem because we need know the benefits of unified data extend way beyond AI. Service teams with unified data are a whopping 225% more likely to say their customers receive a personalized experience and 48% more likely to say their service strategy actually worked. From increasing customer demand to AI powered service. These are just a few of the key findings from HubSpot's data service report. For a deeper look into the future of customer service and ways to deliver great customer experiences yourself, check out the full report.
