Does Technology Improve Customer Service

Does Technology Improve Customer Service

Does Technology Improve Customer Service

The survival of any organization depends on the efficiency of its customer service, which is beyond just a section of the organization but must be the attitude of the entire organization. The staff of the organization may be trained for proper customer service responsibilities, However, without technological tools, both customers, and the staff may quickly become disheartened and frustrated. A frustrated customer or staff have the tendency to reduce organizational revenues through lost of sale or lost productivity. Technology, when applied in customer service duty, can help employees work more efficiently and ease customer frustrations. Discussed below are various means technology improves customer service.

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Technological Cashier Lines

Technology also empowers the customer. With technology, the customer can get what is needed from the organization through Self-checkout lines and Cashier lines which have become popular in retail stores. A customer may enter a store to get what he/she needs and comes out without interacting with the company’s associates. The customer is satisfied as he or she can quickly get exactly what is needed, purchase and pay for a product without much ado. The customer may also choose not to self-checkout and prefer to use a cashier line. This, again, increases customer service because he or she has an alternative. The customer has some control over how he or she interacts with the organization.

Provision of Tools for Customer Education

Technology provides organizational customer service with tools and equipment to literally educate their customers. Technology has created the ability for organizations to provide online guides and instructions about new and existing goods and services for their customers. Organizations also educate customers about items as simple as operating hours or as drastic as company shutdowns. Firms like Airlines and hotels use technology to send customers reminders of flight check-ins or hotel reservations, these don’t only assist customers by helping them remember important events on behalf of the organization, but it also helps the company by providing a way to confirm the customer’s initial request or complaint.

Provision of Call Routing Technologies

Technology improves an organizations customer service by providing tools for voice recognition and call-routing. With these technologies, a customer can speak to a computer or press keys that will route him or her to the appropriate section to handle his or her complaints. Technological Call routing improves customer service by allowing the customer to go straight to the person that can handle his or her complaints, which spares the customer from repeating the request or complaints to several representatives, thereby cutting costs for both the customer and the organization.

Provision of Extra Media for Ordering

The cyberspace, telephone and even social media aid to provide customers with increased, and more efficient ways of ordering goods and services. Customers can order a product or service when it is convenient for them with the help of technological tools. If the customer cannot order by telephone anytime, an organization may provide other channels of ordering such as through the organization’s website, blog or even through any of the social media platforms.

Cost Effectiveness

Technology reduces the cost of providing customer services by firms. Technology means getting more done in a smaller amount of time and resources. Technology keeps costs low while providing a quality product to the customer.

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Does Technology Improve Customer Service

Modern technology and it’s advancement have really improved customer services as evidenced by the points noted above. It pays for organizations to employ technological tools to enhance customer services and make it more efficient and stable.

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