Technology in Customer Service: Is It a Good or Bad Thing?

A study done by Forrester found that improving customer experience is the top priority for 72 percent of businesses. With that being said, only 63 percent of marketers in these companies implement new technology to help improve a customer’s experience.

Customer service officer

While the road to adopting technology in customer service might be slow, it’s still prevalent in today’s world. Here’s a quick look at both the efficiency and drawbacks of using technology to improve the customer experience.

Technology Speeds Up Help

In the past, to get help from a company, you would have needed to call in, wait in line and finally explain your issue to a representative.…

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The Lost Art Of Customer Service Within The Tech Industry

Reinvigorating Customer Service in the Tech Industry

Tech industry

The tech industry is often highly impersonal — especially among companies that sell digital goods. A company can sell a digital service entirely over the Internet. The buyer pays online, and the service activates itself automatically. During the buyer’s entire time as a customer, he may never interact with an actual person.

Throughout the tech industry, customer service has become something of a lost art. Too often, companies rely on support forums, automated chat programs and online FAQ pages to answer customers’ questions. Customers who are unable find the answers they need through forums and automated solutions can end up feeling lost in the shuffle.…

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