The evolution of customer service

Customer service is an integral part of the customer experience. Consumers now expect to receive personalised service and get the support they need when they need it.

In today’s digital era, consumers have more options than ever before. They can shop online, book flights, attend events, and connect with their favourite brands around the clock. Their ever-changing demands and progressions in technology are shaping customer service. Therefore, organisations, big and small, must keep up with these trends to remain competitive and relevant.

A 2020 Salesforce survey found that buyers use about nine different channels to browse products, make purchases, and receive support. Approximately 85% of respondents agreed that customer experience is just as important as a company’s products and services. About 60% of buyers have changed their minds about a purchase after just one bad service experience, causing retailers to lose more than $83 billion.

Download and read our ebook to:

• Gain a good understanding of your target audience, the evolution of customer service channels over the years, and the trends that will shape consumer expectations.
• Build an essential channel strategy for today’s digital customers.