What is the state of customer service? How you doing with customer service via mobile devices? What about you ability to respond via social media? Have we enabled self-service?

Customer expectations are changing fast. We need to change fast as well. If we don’t, customers have options.

It isn’t all about the technology however. How empowered are our customer service agents?

Do you offer your clients a mobile app? Then to stay competitive, you better offer them service through that app as well. So says Salesforce.com.

How does it know this? Other than, that is, its outsized presence in the CRM market?

Salesforce has begun surveying users of CRM applications through a third-party company to understand the industry’s best — and not-so-best — practices. The above finding, plus others, comes from that survey and is part of a report it just released called the State of Service.

Source: What’s the Future of Customer Service? Ask Salesforce