The rules of customer service have changed, and that’s never more evident than now, in the midst of the busiest shopping season of the year. Omni-channel customer behavior first sparked huge growth in marketing across email, mobile, social, and web interactions.
Now, the customer service industry is following suit. We first reported on this shift with the publication of the 2015 State of Service research report earlier this year. Here are a few facts from the research to keep in mind as your customer service team heads into the holiday rush.