The Evolution of Customer Service [Infographic]

Just like the rest of the world, customer service has been changing with the evolution of technology. First came the advent of reaching customer service departments through email, then chat, and now social media. This infographic from the customer service specialists at Parature breaks down the evolution of customer service from 1996 to present day, and provides great insight as to how you can change your business’s customer service to better help your customers. A few key take-aways:

  • The one thing that hasn’t changed, no matter how many avenues of communication a customer has, is phone wait times.
  • If there’s one thing customers love, its an app available to them.
  • There’s a reason companies tend to put social media staff in customer service – the majority of people who have a problem resolved through social media will recommend the company/brand/business to others.


Evolution of Customer Service

About Sara Vodak

With her love of interacting with people, staying trend savvy, and pictures of cute animals, Sara has found a home on Supermedia's social media team after studying interactive media at the University of Texas. Starting with the company in 2011, she currently moderates all of social profiles. Focusing mainly on content, photography/video, and social marketing, Sara's knowledge-base spans just a little bit of everything (making her an amazing trivia team pick).


  1. Great infographics!

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