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Traditional customer service was like this: if you needed to talk to the sales rep or to another department, you had to wait for a response while the business made its arrangements; nowadays, the omnichannel process has changed the game.

Experts in marketing all around the world have conducted studies, both online and offline, and have arrived to the conclusion that companies lose customers due not only to product failures, but mainly to their customer service.

Customer service is becoming more and more important as days pass by; it’s what makes any business yield results, both economic- and clientele-related—in the latter case, it’ll help you keep it.

You should be aware of the fact that for clients there’s a huge difference between having a physical business and one managed via a smartphone or a computer.