![]() At the time, going to a store was the only way for people to make a purchase, get help with something, or return an item they had bought.īy the 1960s, telemarketing and call centres became popular as a way for businesses to reach out to clients and potential customers. Sales people in brick and mortar stores provided timely and efficient services to customers. Since technology was still rather crude in the 19th century, companies could only establish a positive relationship with their customers by engaging them in face-to-face interactions. Please include attribution to with this graphic.Ĭustomer interaction was the foundation of good customer experience in the early days. Here’s a look at the past, present, and future of customer service. Whether the focus is on the process, technology, or principle, what’s certain is that customer service is a continuously evolving industry. ![]() Indeed, customer service has been through remarkable changes, but it also makes you wonder – is everything new automatically good for customer service? Interestingly, a 2016 study by Accenture says that the human touch in customer support isn’t comparable to customer service technology. Fast forward to today, we find ourselves in an era that’s marked by the use of automation and other advanced tools in delivering customer service support. ![]() In the past decades, technology was at its most basic form, and companies had to deal with limited resources. Customer service has transformed dramatically over the years. ![]()
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