The evolution of customer service

Today's customer service meets the consumer where and when it is convenient for them, with multiple contact channels, self-service and always-on coverage.

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Customer service has come a long way over the years, evolving from business-centric interactions to those that focus on the customer experience.

In the early days, customers were a simple business transaction, with the customer journey essentially complete at the close of the sale. And if the customer needed help, it had to be during business hours.

Since then, customer service has evolved. The customer journey doesn't end with the initial transaction; now it's just as important to provide exceptional customer service post-sale. Organizations have implemented a digital customer service strategy where customers have multiple channels at their disposal to reach the business, self-service options and 24/7 availability.

Exceptional CX was highly important to 84% of businesses surveyed in a study released by the International Customer Management Institute on the current state of customer experience. In a market oversaturated with choices, if a customer doesn't like the experience they receive with one company, they can simply take their business elsewhere.