Barry Levine says, “Traditionally, customer service has been reactive.

You have a question/problem about the product you might buy or have already bought. You walk into a physical store, present your need, get a response to that inquiry or exchange, and leave.

But marketing technology is now helping customer service evolve into the online equivalent of a bartender who knows just what you want to drink, as you sit down, before you say a word.

This application of predictive analytics and other marketing technologies to one of the oldest realms of customer interaction doesn’t only mean the process will be faster. It also turns customer service into a more fully realized marketing channel.

When marketers and vendors list digital marketing channels — email, mobile apps, mobile web, websites, social media, and others — they don’t often include online customer service. But that’s what customer service is becoming”.

Digital Customer Service Is Becoming A Fully Realized Marketing Channel

Marketing Land

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