Customer service is an important and often overlooked part of a company. Your customer service agents are the face and voice of your company. Most consumers see your customer service agents as the embodiment of your brand. Your customer service team’s interaction with customers can make or break a customer’s decision to choose you over your competitors. How a customer is treated is often one of the deciding factors in customer loyalty.

So in a world that wasn’t wholly connected online yet and where all the information about a company and their customers’ experiences weren’t at the tips of a potential customer’s fingers (yeah, no smartphones either) how did people talk about customer service then?

According to Expert Market Amazon’s sales rose 31% last year due to their incredible CRM strategy and system.

2020 has been a unique year. The list of firsts and new things that businesses have had to learn this year is long, but the