The folks over at Parature recently produced an infographic about the evolution of customer service channels over the course of the last few decades. They then combined that infographic with a series of other data points from various sources to produce an interesting piece. I’ve included the infographic below for your perusal and delectation.
For regular readers of my blog you’ll probably have picked up that, whilst I’m interested in new technology, I’m also a fan of not discarding older things that work just because a new, shiny object comes along. Reminds me of the old saying:
Here’s some quick thoughts on Parature’s graphic.
What’s the implication of all of this?
Yes, we are moving towards a more omni-channel world but I’d caution against letting technology lead your business. Rather, I’d suggest that you remain interested in, and pay attention to, what the customer does, not what the customer could or will do.
It may not be a sexy or new approach but if your customer wants to phone you and email you, find a way of letting them do this with the minimum of effort (for them, that is).