This report analyzes the customer service landscape and highlights tech providers within the space.
Customer service requests for sectors such as retail and e-commerce have soared during the pandemic, largely due to a sudden shift from in-store to online shopping coupled with a rise in out-of-stock or delayed items.
Changing shopping behaviors have also impacted customer loyalty. 73% of US consumers have switched to new brands, stores, or shopping channels, according to a recent survey by McKinsey. To retain their customers and improve online sales conversion, brands and retailers need to step up their digital customer service efforts.
Hundreds of companies are developing technology solutions ranging from business messaging platforms to mobile AR tools to help brands and retailers meet customers where they are, answer their questions faster, and increase sales.
In the Market Map below, we used the CB Insights tech market intelligence platform to identify 160+ companies across 13 categories representing key trends across customer service technologies for brands and retailers. More specifically, we look at customer service across the in-store and online shopping process, including post-purchase support.
Please click to enlarge.