Customer service is shifting towards digital channels

Customer service is shifting towards digital channels

In the age of globalization, people tend to expect that the world is under their hands grip, thanks to modern devices such as smartphones that enable them to browse at any time and at any place.

A new survey revealed that 33 percent of people already start their customer service interactions via mobile phones, lowering dependence on traditional phone calls phone and automatic response to emails, as customers look forward to have their needs met anytime, on any channel.


Almost 47 percent of the American people use at least 3 to 5 different channels to customer support, with more attention now given to Text, social media, chatbot, or, in other words, the digitalization of customer service.

The infographic also highlights the importance of improving the customer service and its impact on brand loyalty and boosting corporate profits.

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