Channel: Gartner for Marketers

Category: Education

Tags: chatbotcustomer servicelive chatdigital strategychat botcustomer service trendsonline customer servicedigital trendse-commerce trendsinteractive guided selling toolfaqe-maile-commercegartner for marketersgartnersocial media

Description: While e-commerce growth is projected to continue at a steady clip, strong online customer service can be a dealbreaker for shoppers. So, how are brands responding? Across self-service functionalities like guided selling tools and chatbots, and assisted channels like live chat and social media, brands are making worthwhile digital customer service investments—but is it enough to keep up with consumers’ evolving expectations? The 2020 Gartner report on Customer Service details the efforts of 118 brands across ten industries. To learn more, visit Gartner.com/marketing.