Does technology play a big role in customer service?

  • 20 July 2021
  • 2 replies

Userlevel 1

#DidYouKnow - 65% of customer leaders worldwide are embracing remote or hybrid operating models that accommodate work-from-home as well as working from office as they move forward.

As customer experience becomes the difference between keeping or losing customers, companies are increasingly turning to technology to create great customer experience. New technology solutions can help customer service teams automate support processes, focus on creating memorable experiences, and at the same time, help more customers solve simple problems on their own. Read more.

With this change, we're witnessing the rise of a new brand of customer service that's centered around agility.

What do you think about the role of technology in customer service?

2 replies

Userlevel 6

There’s no doubt that technology is critical to modern business operations including customer service and support. But it’s ultimately how that technology is used that makes the biggest difference and, in CS terms, it’s still people supporting people no matter how much technology is used to assist. So, as well as looking at the role of technology in CS we should never forget the need to get look at the role of “people and technology” in CS :) 

Technology has certainly helped our customer service reps, with the ability to work from home and video chat with our customers/remote connect with them as well it has certainly made the customer feel closer with our CSRs as opposed to just receiving an email/call.