The evolution of customer service

Customer service is an integral part of the customer experience. Consumers now expect to receive personalised service and get the support they need when they need it.

In today’s digital era, consumers have more options than ever before. They can shop online, book flights, attend events, and connect with their favourite brands around the clock. Their ever-changing demands and progressions in technology are shaping customer service. Therefore, organisations, big and small, must keep up with these trends to remain competitive and relevant.

A 2020 Salesforce survey found that buyers use about nine different channels to browse products, make purchases, and receive support. Approximately 85% of respondents agreed that customer experience is just as important as a company’s products and services. About 60% of buyers have changed their minds about a purchase after just one bad service experience, causing retailers to lose more than $83 billion.

Download and read our ebook to:

  • Gain a good understanding of your target audience, the evolution of customer service channels over the years, and the trends that will shape consumer expectations.
  • Build an essential channel strategy for today’s digital customers.



About Fluido  

Fluido is the leading Salesforce partner in Europe, employing over 400 experts and serving over 300 customers. With over 1300 completed projects and an average customer rating of 4.7/5, we are a reliable partner for your digitalisation efforts. Backed up by Infosys, one of the top IT consulting companies in the world, we extend our reach globally and capitalise on our shared commitment to innovation and continuous learning. Learn more about us here.

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