1950s: Predominantly in-store experiences "Welcome! How can we help you today?" 1990s: The boom of call centres and the Internet allowed businesses to interact with customers 2000s: Early-stage software solutions created help desks for business contact centres “Where can I find your repair shop nearest to me?” 2008: Businesses began to realise social media as a great place to create personalised customer experiences “Looking for the best home furniture.” “Thanks for your question. Our service rep will contact you shortly.” 2010s: Businesses started providing mobile apps and self-service portals to deliver instant customer service remotely “Download the app from Play Store or App Store today and get medicines delivered right at your doorstep.” 2020s: Customers demand an omnichannel experience. Service agents have become brand ambassadors. “Hi, Anu. I see you have added three of our latest vacuum cleaners to your Wish List. We will be happy to connect you with someone from our sales team if you need help to choose the best option for you.” |
