Customer Service started out as a help desk at the back of a department store, and evolved with the invention of the telephone. In today’s high tech world, customer service is more than just the helpdesk agent that answers your questions. It encompasses every interaction that a customer has with a brand. It includes phone, email, in person in and out of the store, as well as self-service support online. It happens before, during, and after a sale. It is never ending.