3 Customer Service Trends to Watch in 2023

3 Customer Service Trends to Watch in 2023

Customer service is evolving, and organizations need to keep up! Customers expect consistent, empathetic experiences, but economic conditions make it challenging for companies to stay cost-efficient and productive. It is more important now than ever to resolve disconnected service channels and data silos issues as fast as possible.

In the current business climate, digital transformation allows service providers to reach success quickly with personalized and compassionate experiences for their customers. And with a streamlined approach, businesses can deliver better service while lowering costs.

The latest State of Service report from Salesforce provides an insightful look into the trends that all service providers need to consider when constructing their customer service strategies.

In this blog, we have put together three trends from the report for you to build your service plans for 2023. Have a look!

3 Customer Service Trends to Watch in 2023

The top 3 trends shaping customer service in the future

1. Provide the right answers to customers by directing them to the right service channel

Driving value for customers is the future of customer service. But the current economic unpredictability and increasing customer expectations make it necessary for businesses to prioritize efficient operations and cost savings.

Despite 73% of customers expecting companies to understand their unique needs and expectations, 56% say they are treated like numbers by most companies. A further 83% of customers expect to interact with a person immediately upon contact and get their problems resolved by one contact point only.

Hence, companies must meet and exceed these expectations in 2023 to provide better customer service and remain competitive.

2. Offering seamless connected experiences across any channel

Customers seek an effortless, integrated experience across all channels. It all commences with the contact center. Customer service employees who are closely connected to corporate departments are more likely to provide a high level of customer service.

When agents have timely, pertinent data readily available, they can respond with understanding and sympathy.

Moreover, Salesforce research reveals that customers prefer to interact with businesses via digital mediums, mainly using their phones. Furthermore, they tend to look towards self-service solutions to resolve simple issues.

3. Becoming cost-efficient with Automation

In a challenging economy, cost-cutting is critical for everyone. To be efficient, contact center agents must automate tasks and streamline processes.

Leading businesses understand the benefits of automation, which is now common among 60% of service organizations.

Studies demonstrate automation saves time for contact center agents and helps them connect with other divisions to enhance workflows. Automation simplifies data for all involved, providing customers with an improved experience.


Summing up, the customer experience is the ultimate key to success in service organizations. As you craft plans for 2023 and beyond, ensure that the customer journey is the central focus.

Also, to fully leverage the benefits of Service Cloud in your business, talking to the experts might help. Visit Outsource Salesforce for a free Salesforce Consultation today!