Podcast
Questions and Answers
Customer Service Technology is solely limited to multi-channel communications.
Customer Service Technology is solely limited to multi-channel communications.
False (B)
Predictive analysis is a key component of using technology to enhance customer service.
Predictive analysis is a key component of using technology to enhance customer service.
True (A)
Chatbots are primarily designed to handle complex customer inquiries that require human expertise.
Chatbots are primarily designed to handle complex customer inquiries that require human expertise.
False (B)
IBM predicted that by 2021, only 50% of customer interactions would be managed without human agents.
IBM predicted that by 2021, only 50% of customer interactions would be managed without human agents.
Accountability in customer service means that customers prefer delayed responses to their inquiries.
Accountability in customer service means that customers prefer delayed responses to their inquiries.
AI reduces workloads by allowing human agents to handle more complex issues instead of repetitive problems.
AI reduces workloads by allowing human agents to handle more complex issues instead of repetitive problems.
Younger generations prefer speaking to an agent over the phone rather than using social media for customer service inquiries.
Younger generations prefer speaking to an agent over the phone rather than using social media for customer service inquiries.
Keeping customers informed is considered a disadvantage in customer service.
Keeping customers informed is considered a disadvantage in customer service.
The phrase 'there's an app for that' reflects customers' expectations for independent task handling through technology.
The phrase 'there's an app for that' reflects customers' expectations for independent task handling through technology.
The increasing use of electronic channels has no significant impact on customer engagement.
The increasing use of electronic channels has no significant impact on customer engagement.
Flashcards
Customer Service Technology
Customer Service Technology
Any tool, system, or platform used to enhance the customer experience, from communication channels to software managing customer data.
Customer Relationship Management (CRM) Systems
Customer Relationship Management (CRM) Systems
Focuses on managing customer relationships and information using a comprehensive and organized system. This includes tracking interactions, preferences, and purchase history.
Artificial Intelligence (AI) and Chatbots
Artificial Intelligence (AI) and Chatbots
AI-powered conversational programs designed to automate customer interactions, especially for answering basic questions and providing support.
Omnichannel Support Solutions
Omnichannel Support Solutions
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Analytics and Reporting Tools
Analytics and Reporting Tools
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AI assists with customer service
AI assists with customer service
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Self-service empowers customers
Self-service empowers customers
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Technology expands communication channels
Technology expands communication channels
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Technology keeps customers informed
Technology keeps customers informed
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Technology simplifies tasks
Technology simplifies tasks
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Study Notes
Week 11: Technology and Customer Service
- Customer service technology is any tech used to improve customer experience.
- It ranges from multi-channel communication to managing customer databases.
- Promoting data analytics, especially predictive analysis, is crucial.
- Technology aims to boost efficiency, enhance customer satisfaction, and lower operational costs.
- Key factors customers expect in services: availability, accessibility, and accountability.
Learning Outcomes
- What is customer service technology?
- Main areas of technology in communications
- Technology and customer service (pros and cons)
- Reasons technology is key to personalized customer service
- Customer service technology trends
Main Areas of Technology in Communications
- Customer Relationship Management (CRM) systems
- Artificial intelligence (AI) and chatbots
- Self-service portals
- Social media management tools
- Voice assistants and interactive voice response (IVR)
- Omnichannel support solutions
- Analytics and reporting tools
- Remote assistance and augmented reality (AR)
- Robotic process automation (RPA)
- Customer feedback systems
Technology and Customer Service: Advantages
- Improved communication lines via multiple channels (social media, email, phone)
- Keeping customers informed about business updates
- Making tasks easier for customers (using apps)
- Resolving issues and responding to customer queries
Technology and Customer Service: Disadvantages
- Lack of human touch
- Technical issues and downtime
- Privacy and security concerns
- High implementation costs
- Limited problem-solving abilities
Managing Complaints on Social Media
- Social media complaint sharing is increasingly common.
- The number of customers using digital platforms to express complaints has tripled in recent years.
- 48% of US consumers use social media for complaints.
- Public responses demonstrating care and proactive problem-solving can be useful, but they can increase awareness of negative experiences as well.
Open Strategies Challenges
- Public visibility
- Rapid response expectations
- Volume and variety of platforms
- Escalation risks
- Resource allocation
To Address These Challenges
- Develop a social media policy with clear guidelines and consistency.
- Train staff to handle complaints empathetically and effectively.
- Employ social listening tools for proactive engagement.
- Create an escalation plan for issues that cannot be resolved initially.
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