HubSpot：2024年度客户服务现状与趋势报告（英文版）（32页）.pdf

1、2024 Annual State of Service Trends ReportState of Service Trends ReportFOREWORDRecognizing+Celebrating Service Leaders 3 INTRODUCTIONA Personalized Future 5Key Findings 7CHAPTER ONEEvolving Customer Expectations 8CHAPTER TWOAI Has Entered the Chat 13CHAPTER THREEEliminating the Silo:Pursuing Intern

2、al Alignment 19CHAPTER FOURStrategies to Streamline CRM 26CONCLUSIONElevate End-to-End Experiences with Service Hub 31Table of Contents3State of Service Trends Reportleveraged AI chatbotsused omni-channel customer supportimproved interdepartmental collaborationanalyzed customer feedbackused CRM as s

3、ingle-source-of-truth32%32%34%31%31%As service leaders,were always focused on moving forward.Not to just pat ourselves on the backbut to get results for our business,learn new ways to support our teams,and constantly provide better experiences for our customers.As people-focused professionals,its ea

4、sy for us to get tunnel vision and focus only on what lies ahead.But theres a lot of completed progress that we should recognize,as well.Coming out of 2023,theres a lot to celebrate about service leaders.You rose to the challenge,led your teams through one of the most tumultuous years the service in

5、dustry has Most common Customer Experience strategies in 2023experienced,and came out the other side with stronger strategies to use going forward.Dont just take it from metake it from the data.In 2023,we saw customer experience(CX)teams focus on uniting with other internal departments to analyze cu

6、stomer feedback,trial artificial intelligence(AI),and deploy customer relationship management(CRM)software to deliver consistently excellent experiences across the omni-channel.These solutions will be beneficial in the future of CRM,which is looking increasingly personalized,detailed,and interconnec