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They may work in an office with a call center or in retail. [1][2] Customer service representatives answer questions or requests from customers or the public. They typically provide services by phone, but some also interact with customers face to face, by email or text, via live chat, and through social media. [3]
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Customer service may be provided in person (e.g. sales / service representative), or by automated means, [11] such as kiosks, websites, and apps. An advantage of automation is that it can provide service 24 hours a day which can complement face-to-face customer service. [12] There is also economic benefit to the firm.
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The gamification of customer service environments includes providing elements found in games like rewards and bonus points to customer service representatives as a method of feedback for a job well done. [48] Gamification tools can motivate agents by tapping into their desire for rewards, recognition, achievements, and competition. [49]
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