How Has Technology Changed Customer Service?
Technology is pervasive throughout customer service. The advancements in technology have allowed businesses to service their customers more efficiently without sacrificing undue amounts of revenue in the process. Because of technology, customers also have more choices when interacting with an organization.
Other People Are Reading
-
Customer handling
-
Technology has allowed customer service representatives (CSRs) to deliver service faster. Therefore, representatives can handle more customers in a shorter amount of time. On the other hand, in a rush to serve the next customer and meet performance measurements, CSRs sometimes rush customers off the phone.
Customer service channels
-
Customer service is no longer just delivered over the phone. Due to advancements in technology, organizations can deliver customer service via email, chat and the Internet. However, when the technologies do not function properly, this can be a source of frustration for the customer.
-
Customer interactions
-
Technology has allowed customers to choose how they interact with companies. Customers may not want to speak with a representative, preferring to complete their transactions using automated methods only. The unpleasant side to technology is that customers can get stuck in an automated response loop and become unable to reach a live representative.
Security
-
Credit card and banking information has become more secure due to the safeguards technology has afforded. By securing information, companies show that they value their customers' business and trust. Technology also makes it easier for hackers to obtain customers' financial information and share it with others.
Revenue
-
CSRs can upsell or cross-sell to customers based on the customers' usage of certain companies' products and services, which generates more revenue. Technology has made this possible. However, customers may resent the constant upselling and sales pressure from the CSRs.
-
References
Resources
- Photo Credit Image by Flickr.com, courtesy of Charlie Ambler
