The Evolution of Customer Service [INFOGRAPHIC]


Share on LinkedIn

Customer service delivery channels are increasing and evolving at a dizzying pace. A recent Ovum study of more than 8,000 consumers shows that 74 percent now use at least three channels when interacting with an enterprise brand or organization for customer-related issues—and this individualized stepping-stone journey to resolution is forever changing service and support.

The infographic below highlights the addition of major customer service channels over the last two decades. What’s next on the timeline and to add into the fold of omni-channel customer service delivery? Predictive analytics? Wearables? The Internet of Things? Yes, yes and yes. And then? Only time will tell.

Republished with author's permission from original post.

Tricia Morris
Tricia Morris is a product marketing director at 8x8 with more than 20 years of experience at technology companies including Microsoft and MicroStrategy. Her focus is on customer experience, customer service, employee experience and digital transformation. Tricia has been recognized as an ICMI Top 50 Thought Leader, among the 20 Best Customer Experience Blogs You Must Follow, and among the 20 Customer Service Influencers You Must Follow.



Please use comments to add value to the discussion. Maximum one link to an educational blog post or article. We will NOT PUBLISH brief comments like "good post," comments that mainly promote links, or comments with links to companies, products, or services.

Please enter your comment!
Please enter your name here