Customer service is the part of the organization that deals with communication with clients, solving their queries, complaints and needs, and providing support and advice. She has an important role in creating and maintaining good relations with the organization's public, as she represents its voice and face to external stakeholders. Public relations is a set of activities that an organization undertakes to establish and improve its reputation, image and trust among target groups. On the other hand, poor customer service can drive away customers and damage a company's reputation. Effective customer service can help identify areas for internal organizational improvement. With the help of feedback from clients, it is possible to identify shortcomings in work processes for their further improvement of customer service. For the successful operation of the organization, it is crucial to correct all the shortcomings, that is, to make improvements to improve customer service, which can improve the business as a result. In today's highly competitive business environment, quality customer service can make a significant difference in an organization's business. By providing exceptional customer service, organizations can set themselves apart from the competition and create a base of loyal customers and/or users. Effective customer service is crucial for an organization to build strong relationships with customers and/or users, improve its business and survive in today's extremely competitive market. The aim of the work is to explain the concept of customer service and its impact on the organization's operations, the importance of customer service for the organization. List the shortcomings of customer service through chatbots and what their consequences are. The method used in the paper is the analysis of individual customer services of organizations that provide certain services to end users via chatbots.