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Not really. Technology has instead played a pivotal role in enhancing & facilitating modern customer servive. infact it is now regarded as a major source of competitive advantage in this dynamic global village.
On the other hand however; technology is good if it is used appropriately & ethically but if it is not, this is when it becomes dangerous to business & users.
Thanx for the invitation
In my opinion, the use of technology in customer service made the playing field a bit more level. Since virtually anyone can now get in touch with a company within minutes now, and it has become the norm, companies simply had to find different ways to amaze customers (quick/easy access was no longer ‘the best thing’).
I don't think technology killed customer service, it's just a tool that make it easier to get customer service. We're evolving and the demand for customer service is increasing around the world. It helps accommodate that demands for customer service, giving you a more efficient and time saving for both the companies and the consumers.
Ok, the answer should be no, the technology has just Proved the customer service by making them systems that helps them to store and review data, as example: in the system there are jobs stored, some of them has problems with installation, workers got by in touch the problems from customers, they make complain in the erp system, customer service takes the problem, calls the customer give them solutions.
I believe it depends on nature of business and type of customer service required. In a situation where customers need prompt, easy to go service and in the situation where basic motive of acquiring service is very precise, technology can be very much effective. Imagine you need to make a parcel delivery booking with a courier company. With the GPS technology and the courier company's app on your smartphone, you could make a booking with a few taps on your mobile, cool isn't it?
On the other hand, there are situations where human interaction and interference is necessary to satisfy customer needs. Empathy, emotion, confidence and most importantly trust, cannot be built upon user interfaces or the 'IVR'. Now imagine you want to make a complain to the courier company for a lost or damaged shipment. What kind of customer service is needed? What if you are using the app to lodge a complain going through a lengthy questionnaire, selecting a lot of options and in the end you are not even sure if your complain had reached where it had to or if any action is being taken? Of course winning back the trust requires proper interaction and a complete communication process between the customer and the company resulting in customer satisfaction, where technology can only be a helping hand but one cannot completely rely on it.
Concluding this, majority of the companies today know how to balance use of technology in terms of customer service. Technology is obviously an efficient tool, only if we know how and when to use it.
No. I think it has improved the customer service level.
One example you can see becuase of technology now if you visit to one hotel, he can check and tell you whether there is any room available within city or not. So the cutomer do not need to visit to each hotel to check avaiilibility.
Don't think so. Perhaps it helped to improvement. Thanks.
No it has not, since you are the one that provides customer service and makes it at its best.
All up to you ...
Thank You very much Salam to invite me.
In my humble opinion Yes Technology has killed customer services as many Big companies are using Automated systems for custiomer services to show they are TECHSAVY. But as a Layman I don't like this service. Being a Humman this is Natural desire and source of SATISFACTION that we get services by humman. Untill you talk to some one you cant express your Emotions and feelings which is actually you say Customer FEEDBACK. Technology can never be PLACEMENT of HUMMAN. Time will prove this.
technology is very enhancement to get more customers and easy tasks can be done properly with it.
No. Technology has in fact enhanced customer service
