{"id":52478,"date":"2026-04-20T15:41:56","date_gmt":"2026-04-20T15:41:56","guid":{"rendered":"https:\/\/digitionary.com\/glossary\/customer-service-2\/"},"modified":"2026-04-20T17:19:26","modified_gmt":"2026-04-20T17:19:26","slug":"customer-service-2","status":"publish","type":"glossary","link":"https:\/\/digitionary.com\/en\/glossary\/customer-service-2\/","title":{"rendered":"Customer service"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">Customer service encompasses all the human resources and organizational structures deployed to respond to customer requests for information and services before, during, and after a purchase. While often associated with after-sales service or customer support, it can also intervene before the purchase itself. The missions of customer service vary depending on the sector, with some focusing on pre-purchase inquiries while others concentrate on post-sales support.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The communication channels managed by customer service departments are diverse, with a growing predominance of digital channels in response to evolving consumer behavior. This has led to a shift from traditional call centers to customer contact or interaction centers. Despite this evolution, the telephone remains a major means of contact, succeeding postal mail in the history of customer service. Common channels include telephone, email, social media, live chat, chatbots, postal mail, and face-to-face meetings, which are often overlooked in the traditional view of customer support.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">In 2017, the BVA annual Customer Service Observatory delivered key data on industry trends, while a Harris Interactive study, commissioned by Butagaz, explored the role of customer service as customer support.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Customer service encompasses all the human resources and organizational structures deployed to respond to customer requests for information and services before, during, and after a purchase. While often associated with after-sales service or customer support, it can also intervene before the purchase itself. The missions of customer service vary depending on the sector, with some [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","meta":{"wds_primary_glossary-categories":0,"footnotes":""},"glossary-categories":[82],"glossary-tags":[],"class_list":["post-52478","glossary","type-glossary","status-publish","hentry","glossary-categories-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52478","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52478\/revisions"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=52478"}],"wp:term":[{"taxonomy":"glossary-categories","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-categories?post=52478"},{"taxonomy":"glossary-tags","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-tags?post=52478"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}