In the traditional sense, customer service meant that an individual who wanted to file a concern, complaint or order had to correspond with a service representative either in person or over the telephone.
However, in the wake of the digital boom, customer service outlets began springing up on many companies' websites, allowing consumers to engage with a representative through a widget on the homepage.
Interestingly though, the tides of the communications industry are shifting once again, signaling necessary adaptation for the customer service industry. In fact, according to Esteban Kolsky, customer relations management expert and founder of customer strategy LLC ThinkJar: "Web-browsing is migrating away from the desktop and into mobile devices like smartphones and tablets. Companies that depend on their website to drive significant revenues need to assess the impact this migration has on their business and develop new strategies that address the changing medium and venue of web-browsing."
Consequently, with the emphasis of mobile technology today coupled with fierce marketplace competition, it is those companies that can provide superior customer service through all the above mentioned outlets that will enjoy the most success.
In order to accomplish this goal, it would benefit business officials to outsource their customer service initiatives to a certified answering service that can efficiently field 100 percent of correspondences incoming through text messages, phone calls, instant messages and virtually any other communications channel.
Taking this measure will greatly enhance the service experience by affording a multitude of outlets that incorporate the most popular modern technology to be deployed at the convenience of the customer. This will likely illustrate that the answering service's client is ahead of the technological curve, affording that business a distinct advantage over competitors.