Understanding the Future of Customer Service

The future of customer service depends heavily on online channels. Our estimates are that online volumes will grow at double-digit rates over the next five years. Investment will be heavy and older channels will become less important comparatively. Customer service functionality will expand and many of today's limitations and procedures will be displaced. Most important, cardholders will view customer service as a competitive variable. Issuers will want to keep ahead of their competitors.

We are helping the industry deliver better customer service via the new online channels. To do this, we test real accounts and report on the tests.

Our testing methodology is rigorous and methodical. Click here for more details, including whom we test and what we look for.

Our database contains records of all our tests. Click here for more details on the database.

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