Over the past several years, customer service has undergone a dramatic shift. Once, you might have had only one option for contacting a company: making a telephone call, within business hours and waiting until an agent got to your call.
Now, following in the steps of marketers, customer service is taking an omni-channel approach and providing service on every channel, everywhere. This shift was driven by customers who are reaching out via email, text message, social media, live chat and apps. We can connect with anyone, anywhere, instantly.