Daily Insights

Assessing Customer Assistance

By: Mackenzie Baker | May 15, 2020


While e-commerce growth is projected to continue at a steady clip, strong online customer service can be a dealbreaker for shoppers. So, how are brands responding?

Across self-service functionalities like guided selling tools and chatbots, and assisted channels like live chat and social media, brands are making worthwhile digital customer service investments—but is it enough to keep up with consumers’ evolving expectations?

The 2020 Gartner report on Customer Service details the efforts of 118 brands across ten industries. To learn more, visit Gartner.com/marketing.