Customer Service Functions and Why They Are Important Today

Flora An

·July 7, 2025

·12 min read

You rely on the functions of customer service every time you need help or information from a brand. These functions of customer service—problem resolution, information sharing, and customer care—shape your experience and build trust. Today, good customer service matters more than ever. When companies deliver good customer service, 43% of people feel happier to buy again, and 83% stay loyal if their issues are resolved. Many teams, like those using Sobot and Sobot AI, use smart tools to make customer care fast and personal, helping you feel valued and supported.

Functions of Customer Service

The functions of customer service shape every interaction you have with a brand. These functions help you solve problems, get answers, share feedback, build trust, and connect across many channels. Companies like Sobot use an all-in-one contact center to make these functions work together. When you reach out for customer care, you want fast, clear, and helpful support. Let’s look at each function and see how they help you and your business.

Problem Resolution

You expect quick solutions when you face a problem. Problem resolution is the core of customer care. A customer service representative listens to your issue, finds the cause, and works to fix it. Good customer service means you get answers fast, and your problems do not drag on. Sobot’s Voice/Call Center helps agents track calls, record conversations, and use smart routing to connect you with the right person. This technology increases first contact resolution rates, which means your issue gets solved the first time you call. Research shows that every 1% increase in first call resolution leads to a 1% rise in customer satisfaction and a 1% drop in costs. You save time, and companies save resources.

Information and Guidance

You often need clear information or step-by-step guidance. Customer care teams provide answers about products, services, or policies. When you get the right information, you feel confident and make better choices. Sobot’s unified workspace gives customer service representatives instant access to your history and questions, so they can guide you quickly. In one call center example, raising the first contact resolution rate from 65% to 75% cut repeat calls by 10,400 per year. This shows that clear guidance not only helps you but also makes customer support more efficient.

Feedback Collection

Your feedback matters. Customer care teams collect your opinions through surveys, ratings, and reviews. This feedback helps companies improve their service. Sobot’s system can send surveys right after your call or chat, making it easy for you to share your thoughts. Companies use metrics like CSAT (Customer Satisfaction Score), NPS (Net Promoter Score), and CES (Customer Effort Score) to measure how well they serve you.

Metric	Purpose	Measurement Method
Customer Satisfaction Score (CSAT)	Measures customer satisfaction level	Customers rate satisfaction on a scale (e.g., 1-5); CSAT is calculated as the percentage of top ratings (4s and 5s) among total responses.
Customer Effort Score (CES)	Assesses ease of interaction	Customers rate agreement with ease-of-use statements on a 1-7 scale; CES is the average score of positive responses (5.6+ indicates good CES).
Net Promoter Score (NPS)	Gauges customer loyalty	Customers rate likelihood to recommend on a 0-10 scale; NPS is derived from the proportion of promoters minus detractors.

Short surveys sent by customer service representatives help companies collect valuable data. This data leads to better customer care and improved products.

Relationship Building

Building relationships is about trust and loyalty. When customer care teams remember your preferences and treat you as a valued person, you feel connected to the brand. A customer service representative who follows up, remembers your last issue, or offers a special deal makes you more likely to return. Studies show that a 5% increase in customer retention can boost profits by up to 95%. Personalized experiences and loyalty programs also make you want to stay with a brand. Sobot’s system helps agents see your full history, so they can offer excellent customer service every time. This approach turns one-time buyers into loyal fans.

80% of people buy more when brands offer personalized experiences.
79% say loyalty programs keep them coming back.
Delighted customers spend 2.6 times more than those who are just satisfied.

Multichannel Support

You want to reach customer care in the way that suits you best—phone, chat, email, or social media. Multichannel support connects all these options, so you get help wherever you are. Sobot’s omnichannel solution brings every message and call into one workspace. This means a customer service representative can see your full journey, no matter which channel you use. Multichannel support leads to faster responses and higher satisfaction.

Statistic Description	Result
Customer satisfaction with multichannel support	91% higher
Customer engagement improvement with omnichannel	50% higher
Customer trust in brands with omnichannel support	73% say more trustworthy
Customer satisfaction with self-service + assisted options	30% higher
Reduction in service tickets via self-service portals	20%-30% fewer

Bar — Image Source: statics.mylandingpages.co

With Sobot’s AI-powered chatbots, you get instant answers even outside business hours. This reduces wait times and lets customer care teams focus on complex issues. Multichannel support means you always have access to help, which is a key part of good customer service.

Tip: When you use a company with strong customer care, you enjoy faster help, better answers, and a more personal experience.

The functions of customer service—problem resolution, information and guidance, feedback collection, building relationships, and multichannel support—work together to give you excellent customer service. Sobot’s all-in-one contact center brings these functions into one place, making customer care simple, fast, and effective for everyone.

Importance of Customer Service

Customer Satisfaction

You want every interaction with a company to be smooth and helpful. Customer care teams play a big role in making this happen. When you get quick answers and friendly support, your customer satisfaction goes up. Companies often send surveys right after you contact them. This helps them learn what you liked and what they can do better.

Sending surveys soon after your call or chat gives more accurate feedback.
Using different channels like email or phone increases the number of people who respond.
If a company fixes your problem the first time, you are 70% more likely to come back.

Sobot helps companies collect and analyze this feedback. By acting on your opinions, they improve customer care and make your experience better.

Loyalty and Retention

Customer care does more than solve problems. It helps you feel valued and keeps you coming back. If you get good customer service, you are more likely to stay loyal to a brand. In fact, 64% of people will switch companies if they get poor service. When companies listen to your feedback and fix issues quickly, you trust them more.

Companies that close the feedback loop and respond to your needs build strong customer loyalty.

Sobot’s tools help businesses track your journey and make sure you always get the support you need.

Brand Reputation

Your opinion shapes how others see a brand. When you share a positive customer experience, you help build a company’s reputation. Good customer care leads to happy customers who tell friends and family. This word-of-mouth makes a brand stronger.

Companies with high customer satisfaction often grow faster.
Brands known for excellent customer service stand out in crowded markets.
Omnichannel support and personal touches boost both customer loyalty and brand image.

Sobot’s omnichannel solution lets companies offer seamless support, which helps them earn a good name.

Business Growth

Customer care drives business growth. When you are happy, you buy more and stay longer. Companies use metrics like customer lifetime value and Net Promoter Score to measure how well they serve you. These numbers show how customer service affects sales and profits.

Tracking things like resolution time and satisfaction scores helps companies improve.
Better customer care means more repeat purchases and higher revenue.
Data from Sobot’s platform helps businesses see where to invest for the best results.

When companies focus on customer care, they grow faster and keep more customers.

Enhancing Customer Experience

Personalization

You want brands to remember your needs and treat you as an individual. Personalization in customer care means you get messages, offers, and help that match your interests. When companies use your preferences and history, you feel special. Sobot’s unified workspace lets agents see your full journey, so they can give you the right support every time. This approach makes creating experiences that feel unique possible.

Statistic Description	Percentage / Figure	Source
Buyers making impulse purchases after personalized experience	49%	GlobeNewswire
Buyers willing to pay more for great customer experience	86%	SuperOffice Blog
Customers considering CX as top purchase factor	73%	PwC

Personalized customer care leads to more sales and happier customers. You are more likely to buy again when you feel understood.

Omnichannel Solutions

You want to reach customer support in the way that works best for you. Omnichannel solutions connect all your favorite channels—phone, chat, email, and social media—into one system. Sobot’s Omnichannel Solution brings every message and call into a single workspace, so agents never miss your history or needs. This makes creating experiences that are smooth and connected.

Metric / Improvement	Description / Impact
Customer Retention Rate	Omnichannel strategies improve repeat business.
Faster Resolution Times	Integration reduces delays by eliminating fragmented interactions.
88% Shopper Return Rate	88% of shoppers return when offered connected omnichannel experiences.
Increased Sales & Revenue	Multiple channels boost average order values and total revenue.

When OPPO used Sobot’s omnichannel platform, they handled more requests, improved customer care, and saw a 57% increase in repurchase rate. Their chatbot resolved 83% of inquiries, and positive feedback reached 94%. You can read more about OPPO’s story here.

AI and Automation

AI and automation make customer care faster and smarter. Sobot’s AI-powered chatbots answer questions 24/7, so you get help even at night. These tools handle simple tasks, letting agents focus on complex problems. You get quick answers, and companies save time.

Bar — Image Source: statics.mylandingpages.co

AI improves key metrics in customer support:

Average Handling Time drops as AI answers common questions.
Response Time gets faster, so you wait less.
First Contact Resolution goes up, meaning your issue is solved the first time.
Customer Satisfaction scores rise when you get quick, helpful answers.

Sobot’s AI features help you enjoy a better customer service experience. You get support that is fast, personal, and always available.

Technology in Customer Service

Unified Workspaces

Unified workspaces help you manage customer care more easily. You see all your customer information, messages, and tasks in one place. This makes your work faster and more organized. For example, Sobot’s unified workspace lets you handle calls, chats, and tickets without switching between different tools. You can view customer health scores, product usage, and important tasks together. This setup helps you focus on what matters most—delivering great customer care every time.

Unified workspaces have become very popular. The market for these platforms grew from $139.87 million in 2021 and is expected to reach $536.88 million by 2030. This growth shows that more companies want better ways to manage customer care and improve team productivity. When you use a unified workspace, you spend less time searching for information and more time helping customers. You also work better with your team, which leads to higher customer satisfaction and loyalty.

Integration and Analytics

You need to understand your customers to give the best customer care. Integration and analytics tools help you do this. These tools collect data from different sources and show you how customers interact with your business. You can see where customers drop off, what problems they face, and which features they like most.

Journey analysis tools map out each step your customers take.
Product analytics show how customers use your services.
Error analysis finds issues that affect customer care.
Integration tools combine data from marketing, sales, and customer support.

Metric / Tool / Method	Description / Impact on Customer Service Performance
Customer Satisfaction Score (CSAT)	Measures how happy customers are after getting help.
Customer Effort Score (CES)	Shows how easy it was for customers to get their issues solved.
Net Promoter Score (NPS)	Tells you how likely customers are to recommend your service.
First Contact Resolution (FCR)	Tracks if you solve problems on the first try.
Customer Retention Rate	Measures how many customers keep coming back.
Sentiment Analysis	Analyzes customer feelings from chats and social media.

Sobot’s platform brings these analytics into one place, helping you spot trends and improve customer care. You can make better decisions and keep your customers happy.

Self-Service Options

Self-service options let your customers solve problems on their own. You give them tools like chatbots, FAQs, and help centers. Sobot’s AI-powered chatbots answer questions any time of day, so customers do not have to wait for a live agent. This makes customer care faster and more convenient.

Studies show that self-service improves customer satisfaction. The strongest effect comes from a better customer experience, but shorter queues and faster service also matter. The table below shows how different self-service factors impact satisfaction:

Self-Service Factor	Standardized Coefficient (β)	t-value	p-value
Customer Experience	0.676 - 0.723	9.585	< 0.01
Shorter Queues	0.233	4.186	< 0.01
Speed of Service	0.201	3.399	< 0.01
Technology Aspect	0.214	3.001	0.003

Source: RSIS International

When you offer self-service, you make customer care more efficient and keep your customers satisfied.

Best Practices for Customer Service

Training and Empowerment

You achieve your customer service goals when you invest in training and empower your team. Companies like Zappos, Marriott International, and USAA show that strong training programs help agents build rapport, solve problems, and understand customer needs. You can:

Provide agents with tools like CRM systems and knowledge bases.
Offer coaching and mentoring to support skill growth.
Encourage autonomy so agents can make decisions without micromanagement.
Recognize and reward great performance to boost morale.

When you focus on empathy, adaptability, and active listening, you help your team deliver better customer service. Sobot’s unified workspace and AI tools give your agents the resources they need to respond quickly and accurately.

Leveraging Feedback

You reach your customer service goals by listening to your customers. Structured feedback helps you see what works and what needs improvement. Research shows that feedback on facilities, communication, and staff has a strong impact on satisfaction. When you use metrics like CSAT, CES, and NPS, you can track how well you meet customer needs and adjust your approach.

Empirical studies confirm that structured feedback predicts business growth and higher satisfaction. Sobot’s platform makes it easy to collect and analyze feedback, so you can act on insights and improve your service quality.

Tip: Use surveys and feedback tools after every interaction to gather valuable data.

Continuous Improvement

You keep your customer service strong by always looking for ways to improve. Many companies use metrics to measure progress and set new goals. Here is a table showing key metrics for continuous improvement:

Metric	Focus	Benefit
Customer Satisfaction	Instant feedback	Improves service quality
Net Promoter Score (NPS)	Loyalty and advocacy	Predicts growth
First Response Time	Speed of support	Boosts satisfaction
Resolution Rate	Issue-solving efficiency	Optimizes support
Customer Effort Score	Ease of interaction	Reduces friction

Netflix and Starbucks use these metrics to guide their strategies and keep customers happy. Sobot’s analytics help you monitor these numbers, set benchmarks, and train your team for better results.

You drive business success when you focus on customer service. Strong customer service functions help you boost satisfaction, build loyalty, and grow your brand. Companies that use tools like Sobot’s all-in-one contact center see higher customer retention and better feedback. You can improve your results by using technology, collecting feedback, and training your team. Review your customer service strategy often to keep your business moving forward.

FAQ

What are the main functions of customer service?

You benefit from the functions of customer service every time you contact a company. These include problem resolution, information sharing, feedback collection, building relationships, and multichannel support. Sobot’s all-in-one platform helps you access these functions in one place, improving your customer experience and customer satisfaction.

How does good customer service impact customer loyalty?

Good customer service builds trust and encourages you to return. Studies show that 83% of customers stay loyal if their issues are resolved quickly. Sobot’s customer support tools help you get fast answers, which increases customer loyalty and helps companies reach their customer service goals.

Why is building relationships important in customer care?

Building relationships helps you feel valued and understood. When a customer service representative remembers your preferences, you enjoy a more personal customer service experience. Companies like Sobot use unified workspaces to help agents create excellent customer service and long-term loyalty.

How does technology improve the customer service experience?

Technology, such as Sobot’s AI-powered chatbots and unified workspace, lets you get instant help and accurate answers. This reduces wait times and improves customer satisfaction. Companies using these tools see higher first contact resolution rates and better customer care.

What role does feedback play in creating experiences for customers?

Your feedback helps companies improve customer support and create better experiences. Sobot’s system collects feedback after each interaction, allowing businesses to adjust their approach. This leads to higher customer satisfaction and excellent customer service for you.