The State of Customer Service Report: 500+ leaders benchmark their support

Customer service is in a crucial stage of scaling as the role continues to evolve each year to meet increasing customer demands. The Incite Group have just released the 2019 State of Customer Service Report providing you with an inside look at the strategies, techniques and trends of over 500 customer service and social care professionals.

Discover the main issues in-house customer service leaders are facing, find out where they are spending their budget and compare priorities against the world’s most influential brands including CocaCola, Google, Sony, McDonalds, eBay, Samsung and many more with the comprehensive new research report.

With fierce competition across the industry, find out how these leading businesses are bringing customer service closer to the executive table. Learn which new channels they are spending their budget on and gain direct insight from customer support executives on chatbots, scalability, multichannel integration, personalization, proactive care and much more!

Download the report for the chance to benchmark your current strategy against leading brands and find out how leaders are exceeding customer expectations, with customer service at the center of the business.

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About the Author

Jasmine Kees is the Global Project Director at Incite Group. For more information contact Jasmine by phone: +44 (0) 207 375 7532 or

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