Small Business Customer Service Gets a Boost with Salesforce's New Playbook

A new playbook from Salesforce aims to help small businesses improve their customer service. The Service for Small Businesses Playbook provides a blueprint for building a service strategy on trust, covering everything from setting SMART service goals to hiring the right talent.

The playbook highlights three key takeaways: starting with self-service, letting AI agents cover the gaps, and hyperfocusing channels. According to the playbook, most support tickets are repetitive and can be handled by customers themselves through instant answers and automated actions.

AI agents can handle routine questions, escalate complex issues when needed, and provide around-the-clock support. The playbook cites that 88% of customers say good service makes them more likely to buy again, and 72% say they'll stay loyal to companies that respond faster.

The Service for Small Businesses Playbook is available for free and provides a comprehensive guide for small businesses to rebuild their customer service from the ground up.