By Michael Maoz, Senior Vice President of Innovation Strategy at Salesforce
Originally published on CustomerThink
The pandemic has transformed virtually every aspect of customer service, and field service is front and center. Over the past year and a half, companies across nearly every industry have turned to an “appointment economy” to deliver safe and convenient experiences. Contactless and remote service have become more widespread. At the same time, a move toward personalized and transparent service has accelerated.
These shifts aren’t going away anytime soon. We are more likely seeing the beginning of an acceleration in field service capabilities. “Customer and employee expectations are driving significant change in field service,” said Paul Whitelam, SVP & GM, Field Service Management at Salesforce. “With technologies such as automation, artificial intelligence, and analytics, companies can optimize efficiency and experience and make field service a powerful part of a holistic customer service strategy.”
Looking ahead, field service is poised to take on even greater importance as a strategic center and the face of the brand. Heightened expectations among customers and employees, along with advances in the Internet of Things, workflow automation, and artificial intelligence, will shape the way companies deliver service to stay competitive.