Gartner for Marketers Research

Insight Report February 26, 2019

Customer Service 2019

With more ways than ever for brands to interact with customers online, the stakes have never been higher for customer service as a retention tool. Brands are tightening up their site features to create a streamlined customer service experience while social platforms such as Facebook, Instagram and Twitter have become de facto care centers. No matter the platform, the foundation of customer service boils down to three parts: accessibility, functionality and resolutions.

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