Question

In what ways do you think technology is changing the nature of customer service and service offerings? Provide an example to support your opinion.

Answer 1

Customer experience blown up by technology. Simple access to knowledge has trained the consumer and encouraged them to go elsewhere when there is inadequate customer service. Social networking has strengthened the customer's voice and provided an almost infinite space for conversation and debate between the customers and the companies serving them. Unified communications have increased contact networks, and smartphones have started an period in which customer support is a 24-hour real-time operation.

There is never a moment when the customer is removed from his device more than an arm's reach, making mobile the first line for customer service. Mobile offers an convenient way for customers to get information at the point of sale and connect with a company in real time, and all customer service activities now need to be tailored to promoting this mobile experience.

"Live, customized service revolutionizes how companies offer customer services," Real-time, face-to-face customer support and guided on-screen assistance improve interaction and relationship building between customer and business. It also allows businesses to provide the appropriate information at the right time. Although Facebook and Twitter have become a key platform for direct consumer engagement, they deliver the customer's pulse as well. Businesses are better supporting their customers by better understanding them through the use of technology such as text mining, sentiment analysis, and contextual analytics. By listening to social media, not just talking to it, customer service is being upped.