Over the years, the role of the customer support agent has evolved from simply handling customer inquiries to building customer relationships and growing the business. According to the Salesforce State of Service Report, 71 percent of agents see their role as more strategic than two years ago. This means not only are agents spending more time solving complex issues, but they’re also expected to upsell, cross-sell, and provide voice of the customer input into product development.
The problem is, they’re being asked to take on these changing responsibilities using the same old processes and tools.
