1760–1820
The Industrial Revolution sparks customer service
The Industrial Revolution introduced mass production, creating a need for organized customer service teams to handle inquiries and support for a growing customer base.
Businesses began to formalize interactions with customers to maintain loyalty in competitive markets.
Method of response
In-person visits to stores or written letters.
Average response time
Days to weeks, as customers had to travel to physical locations or rely on slow postal services for communication.
1876
The telephone revolutionizes communication
Alexander Graham Bell’s patent of the electric telephone enabled direct, real-time communication between customers and businesses, eliminating the need for physical travel. Switchboards allowed multiple calls, making the telephone a cornerstone of customer service.
1890 – 1960
Switchboards & rotary phones
Operators manually patched calls, creating the first centralized “support desks.”
Average resolution time
days, because follow-up relied on mail.
1960s
The birth of modern call centers
Private Automated Business Exchanges (PABX) systems emerged, enabling businesses to handle large volumes of calls efficiently. These systems laid the foundation for modern call centers, centralizing customer support operations.
1980s
Toll-free 1-800 numbers
Customer care finally scaled nationwide, but long hold times and one-size-fits-all scripts became notorious pain points.
1983
Call centers gain formal recognition
The term “call center” was officially coined, reflecting the growing sophistication and standardization of centralized customer service operations. Call centers became a critical component of business strategy.
Late 1980s
Instant messaging and live chat emerge
Technologies like Quantum Link’s On-Line Messages (OLM) for Commodore 64 introduced instant messaging and live chat, offering new, real-time online communication channels for customer support.
Method of response
Live chat and instant messaging.
Average response time
Minutes, as online platforms enabled faster interactions compared to telephone or in-person support.
1990s
Interactive voice response (IVR)
Keypads replaced operators for simple routing. Menus saved labor costs but introduced the infamous “Press 4 for everything else” frustration.
1990s
Email becomes a dominant channel
With the rise of the internet, email became a primary customer service channel. Businesses adopted email to handle inquiries, offering a scalable but less immediate alternative to phone support.
Method of response
Email.
Average response time
Hours to days, as email support was often manual, and response times varied depending on company resources and inquiry volume.
2000s
Online help desks and CRM systems
The launch of platforms like Zendesk, Freshdesk, and Zoho marked the rise of online help desks, integrated with Customer Relationship Management (CRM) systems. These tools streamlined support processes and improved tracking of customer interactions.
2010s
Social media and mobile chat take center stage
Social media platforms like Twitter and Facebook, along with mobile messaging apps like Facebook Messenger for Business, became key customer service channels. Customers expected rapid responses on these real-time platforms.
Method of response
Social media, mobile chat.
Average response time
Minutes, driven by customer expectations for near-instant replies on social media and mobile platforms.
2020s
AI and Automation Redefine Customer Service
Artificial intelligence (AI) and automation revolutionized customer service with chatbots, predictive analytics, and automated workflows. Platforms like Poiniai enabled instant responses for routine queries, while human agents focused on complex issues (Forbes).