If those numbers don’t surprise you, then Gartner Group: 

“80% of your Company’s future revenue will come from just 20% of your existing customers.”   

 and from a privacy/data breach point of view :

CNBC:  "Paige Thompson, accused of stealing the data of 100 million people" https://www.cnbc.com/2019/07/30/paige-thompson-alleged-capital-one-hacker-stole-100-million-peoples-data.html 

Customer Service requests come in many forms and your staff need to be ready to control and respond to these: The Wall Street Journal: “..analysts forecast the Global Customer Experience Management market to grow at a rate of 20.79% over the period 2020-2022. One of the key factors is the increased number of customer touch points.  Each of these touch points carries the risk of an unintentional data breach - such as emailing an attachment to the wrong recipient. 

We help you to:

• Build a responsive platform for Customer Service including Social Media, email, chat, phone.
• Improve customer repurchase rates.Increase customer referrals/references.
• Identify the areas which frustrate your customers, and work with your team to remove them.  
• Build a privacy-aware Top-Floor to Shop-Floor customer service culture.

   
Are you concerned about data breaches from your Service Team? 

GDPR has brought "Privacy by Design" into the forefront - not just software design but for internal service-desk processes also.  It's not only large companies who are being hit with penalties: 

European Data Protection Team: Danish Data Protection Agency proposes a DKK 1.2m fine for Danish taxi company,  https://edpb.europa.eu/news/national-news/2019/danish-data-protection-agency-proposes-dkk-12-million-fine-danish-taxi_en