Stat Library

93% of service professionals with AI say the technology saves them time

86% of service reps say customer expectations are higher than they used to be

• 81% of service reps say customers expect a personal touch more than they used to

61% of service professionals say their organization addresses service issues proactively — but only 33% of customers agree that the typical company does this.

Decision makers expect service budgets to increase by an average of 23% over the next year.

80% of service organizations anticipate a budget increase over the next year.

• 76% of service organizations anticipate higher case volume over the next year
• 76% of service organizations anticipate adding headcount over the next year

77% of service ops professionals say their team can’t reach its goals without more budget

57% of service reps are responsible for revenue generation metrics

80% of service reps say better access to other departments’ data would improve their work

83% of service decision makers plan to invest more in data integration this year

79% of service reps say they support more products/services than a year ago

• 77% of reps say their workload has increased over the past year
• 65% of reps say their cases are more complex than a year ago

93% of service ops professionals say there’s a strong push right now to improve efficiency.

83% of service organizations plan to increase investments in automation this year