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\nChapter 2  \nChoice and Flexibility Expected to Drive Better Customer Outcomes  \n• Tools That Support Customer Service Team Collaboration and Coordination  \n• Tools That Give Customers Power of Choice and Agency  \nChapter 3  \nAuthenticity as a Driver of Customer Experience  \nChapter 4  \nLooking Ahead Beyond 2022  \nConclusion  \nIntroduction  \nIntroduction  \nAfter a tumultuous 2020, 2021 continued to stretch and challenge businesses, customers, and individuals alike in our expectation setting and experiences. On a personal level, I experienced many highs and lows and at points found myself more grateful than ever for the little things: joyful moments with my family and dogs; focused time for reading, writing, and continuous learning; and growing a team that makes me immensely proud. I also spent much of the past year reflecting on the evolution of customer service, thinking back on my own experiences, including working in the service industry as my first corporate job.  \nHeading into 2022, customer expectations and experiences continue to be key determinants of brand and company loyalty, with consistent preferences for self-service, personalization, and real-time resolutions. What was once considered differentiation in customer service now resembles table stakes requirements to be competitive with both customer service and customer experience at large. Despite the increased market pressures facing companies, some still lag with delivering what customers need and prefer. This misalignment between customers and customer service teams leaves customers feeling ignored, unseen, and uncared for when they need help the most.  \nInterestingly, many solutions that have evolved in the past several years to drive efficiency are no longer sufficient to solve for this frustration. In turn, based on market and customer research, including this year’s State of Service survey, we believe that customer service teams and organizations have a meaningful opportunity in 2022 to level up their service delivery. Teams must move beyond efficiency and double down on customer care across the end-to-end customer journey. With interactive tools for connected teams and easy-to-use channels for customers, organizations can deliver exceptionally authentic customer service when, where, and how customers want it most.  \nAs I look ahead to 2022 and beyond, I am excited to see how the customer service industry continues to evolve to deliver on its key charge: solving for the customer. Since joining HubSpot as the GM of Service Hub this past year, I have continued to be energized by how our teams are going above and beyond in finding ways to deliver remarkable solutions for customers in a way that brings agency and authenticity to the customer experience. My colleagues and team at HubSpot, too, model that deep commitment to taking care of our customers as well as each other as we all continue to navigate the relentless presence of change in our new normal world. Now more than ever, we need to leverage empathy in how we connect with and support our customers, partners and colleagues . Because at the end of the day, customer service is about helping others. Let’s get back to the core of why we do what we do and show up for one another in earnest this year.  \nThank you for reading, Poorvi Shrivastav  \nGM, HubSpot Service Hub  \nA note on survey respondent demographic data  \nThe 2021 State of Service survey had over 1,400 respondents, representing companies ranging in size from 1 to 10 employees up to over 10,000 employees . The company size with the greatest representation was 1,001-5,000 employees (21% of respondents), and there was notable representation from 251-500, 501-1,000, and 10,000+ employee segments (all representing 12%+ of total respondents) . We surveyed service leaders in the Uni","cbCaig5Z2OpL455n","https://ap.wps.com/l/cbCaig5Z2OpL455n","pdf",6485885,35,"English","# Introduction\n## Executive Summary\n# Chapter 1\n## Service Leaders Want More Time\n## Spent Helping Instead of Searching\n# Chapter 2\n## Choice and Flexibility Expected to Drive Better Customer Outcomes\n## Tools That Support Customer Service Team Collaboration and Coordination\n## Tools That Give Customers Power of Choice and Agency\n# Chapter 3\n## Authenticity as a Driver of Customer Experience\n# Chapter 4\n## Looking Ahead Beyond 2022\n# Conclusion","[{\"question\":\"What are the main challenges customer service leaders face heading into 2022?\",\"answer\":\"Leaders report a lack of prioritization, too many tools that add complexity, and not enough time to address new opportunities and create organizational alignment.\"},{\"question\":\"How does the report describe the role of CSAT and expanded responsibilities?\",\"answer\":\"CSAT remains the most important KPI for nearly 75% of service leaders, while almost 50% now also oversee customer experience and ensure customer success.\"},{\"question\":\"What pressures are service agents experiencing, according to the executive summary?\",\"answer\":\"Agents are asked to do more without sufficient resourcing, including managing difficult conversations and supporting cross-sell/upsell goals.\"}]","HubSpot Annual State of Service Report - 2022 | PDF"]