Customer Service Technology
Customer service is integral to business. The challenge occurs when companies want to deliver cost-effective customer service while still providing quality service to the customer. Technology can help close the gap between budget restraints and customer expectations. There are several technologies organizations can use to deliver cost-effective, high-quality customer service.
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Voice Recognition
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Voice recognition software allows the customer to speak a request instead of pressing buttons on the telephone. This type of technology has been available for over 10 years and has increased in popularity because of the cost savings. Voice recognition takes a repetitive task and automates it. Instead of using an employee's time to answer the phone then transfer the call, the company can use this employee's skills to resolve customer issues.
Call Routing
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Call routing software eliminates the need for a customer service representative (CSR) or receptionist to transfer a customer's call. When call routing is used in conjunction with voice recognition, the customer speaks the request into the phone and the call routing software sends the call to the appropriate department according to the customer's request. Call routing software is advantageous to the customer because the technology allows the customer to reach a knowledgeable employee faster.
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Online Chat
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Customer service is often delivered without seeing a customer face-to-face or hearing the customer's voice over the phone. However, the CSR can have a conversation with the customer via an online chat. Online chats occur using instant messaging (IM) technology. The customer and the CSR are at their respective computers typing messages to one another through a pop-up window. The chat occurs in real time, which is similar to face-to-face and telephone customer service. The chats also allow CSRs to assist more than one customer at a time, and can provide a verbatim record of the conversation to the customer.
Autoresponder
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If a customer places an order via email or from a website, the autoresponder sends an email to the customer verifying that the company received the order. Autoresponders are efficient and let the customer know the request was received. The email is sent within minutes and gives the customer both a sense of security that the request was received and the perception of a responsive company. FAQs about the ordering process, company contact information and shipping timelines are just a few of the items that can be placed at the bottom of the automatic email sent to the customer.
EDI
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EDI stands for electronic data interchange. This technology allows companies to exchange data electronically. The organizations' computer systems communicate with one another and do not require human intervention. The companies exchanging information agree on the data that will be exchanged, the structure of the data and the frequency of the data exchange. EDI saves companies time and money because employee resources are not used.
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References
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