Does technology play a big role in customer service?

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.

There’s no doubt that technology is critical to modern business operations including customer service and support

Technology has big role in customer service promotion. With each passing day there is great innovation in customer service field due to technology. Remotes meeting with computer and upgraded models of machinery facilitate customers to great extent. 

Technology has unquestionably helped our client support reps, with the capacity to telecommute and video visit with our clients/remote interface with them also it has surely caused the client to feel nearer with our CSRs instead of simply getting an email/call.

No doubt, technology always play the great role in customer service. Just look at Amazon, they solve thousands of queries related to products shipment of buyers and sellers and they are using the state-of-the-art technology to solve queries. 

This shift toward agile customer service makes a lot of sense. Remote and hybrid teams need technology that keeps support consistent, responsive, and easy to scale. Automation can handle repetitive questions while agents focus on complex issues and building stronger customer relationships. Self-service tools are also valuable because customers can get quick answers without always waiting for an agent. The key is using technology to improve the experience, not replace the human side of customer service.

I definitely think technology plays a major role in customer service, especially when resolving a customer request requires more than one team.

For a little over a year, since joining Getint company, as someone who are constantly learning about new tools, I’ve been observing how companies connect customer service, IT, and development teams. One thing that stands out is how much friction can appear when those teams work in separate tools.

A customer might report a product bug in Freshdesk, while the team responsible for investigating it works in Jira. Without a connected workflow, support may need to copy information manually, notify engineering, check another system for progress, and then bring updates back to the customer. From the customer’s perspective, those internal boundaries don’t matter. They simply expect an accurate answer and a reasonable resolution time.

That’s where I see one of the biggest benefits of technology: removing internal friction that the customer should never have to see. AI, automation, and self-service are important, but so is connecting the teams and systems involved when support can’t solve an issue alone.

This is also one of the areas we focus on at Getint. For teams using Freshdesk and Jira, our Jira Freshdesk Connector, available on the Freshworks Marketplace, helps synchronize relevant tickets, Jira work items, statuses, comments, attachments, and selected fields while both teams continue working in their own tools.

For me, a good question when evaluating customer service technology is: does it make things easier not only for the customer, but also for all the teams working behind the scenes?