What Is Customer Service?

The Customer Service function is a department or group within an organization that is responsible for managing and supporting the organization's interactions with its customers. Customer Service is typically responsible for a wide range of activities and tasks, including answering customer inquiries; resolving customer complaints and concerns; and providing information and assistance to customers. Customer Service may also be responsible for managing customer feedback and suggestions; and for tracking and analyzing customer data to identify opportunities for improvement.

In the Digital Age, Customer Service has evolved considerably in many ways and has grown substantially in reach and importance. One of the most significant changes has been the shift from in-person to online customer interactions. With the rise of the Internet and mobile devices, many customers now prefer to interact with businesses online—through websites, mobile apps, social media, and other digital channels. Thus, this has made it increasingly important for organizations to have a strong online presence; and to provide high-quality, seamless, and convenient online Customer Service experiences.

Another key change in Customer Service is the increasing importance of Data and Analytics. With the proliferation of digital customer interactions, organizations now have access to vast amounts of data on customer behavior, preferences, and feedback. This has made it possible for businesses to leverage Data and Analytics to better understand their customers, and to tailor their Customer Experiences to individual customer needs and preferences. A focal point of most Digital Transformation Strategies is the design and improvement of the Customer Experience and Customer Journey.