Evolution of Online Customer Support

Events

Customer Loyalty Programs

1793

Go to the store for support

1800 - 1809

Telephone Invented

1876

Switchboard Invented

1894

Call Centers Emerge

1960 - 1969

1-800 Numbers Invented

1967

Interactive Voice Responses (IVR) are used

1970 - 1979

Online Shopping Invented

1979

Apple Launches LISA

1983

Phone trees are more complex

1990 - 1999

The World Wide Web Emerges

1991

Amazon.com launches

1995

Email and Live Chat Support

1996

Nordstrom.com launches

1999

Zappos.com launches

1999

First self-checkout lane opens

2001

Crowd sourcing becomes popular

2006

Social Media Support

2007

First Shopping app available for iPhone

2008

Amazon debuts "Textbuyit"

2008

Pinterest Revolutionizes Crowd Sourcing

2014