Providing digital customer service has become more common during recent years as companies continuously introduce new technologies in the hopes of serving their customers better. Even though technology is rapidly advancing and different types of self-service opportunities are offered to consumers, most of them still prefer personal human-generated customer service. The importance of customer service to business success is significant, and customer service is even seen as the most important function of companies. As customer service is moving to a digital environment, there is cause for finding out whether digital customer service differs from traditional customer service, and if the factors leading to digital customer service’s success differ from traditional customer service. The objective of this literature review is to find out the factors that lead to the success of digital customer service. The results of this research indicate that there are five significant factors that lead to the success of digital customer service. The results also indicate that there are many similarities between the success factors of digital customer service and traditional customer service. The results of this research can be used especially by companies that want to introduce new digital service channels to their business, or companies that want to improve the quality of digital customer service.