Gone are the days of traditional customer service models, where interactions were confined to phone calls and email exchanges. As we navigate the Blade Runner-esque maze of the digital age, the evolution of customer service is an ongoing journey—one shaped by innovation, adaptation, and a relentless commitment to customer satisfaction. The expectations of consumers have undergone a profound transformation, driven by technological advancements, shifting consumer behaviours, and a heightened emphasis on personalised experiences. The Rise of Omnichannel Support Customers now expect seamless and consistent support across a multitude of channels. Whether it’s through traditional channels like phone and email, or newer platforms such as social media and live chat, businesses must be prepared to meet their customers wherever they are. Implementing an omnichannel support strategy not only enhances accessibility, but also allows for a more personalised and responsive approach to customer service. Embracing AI and Automation Artificial intelligence (AI) and…
By Gagan Dhawan