Week 11: Technology and Customer Service
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Questions and Answers

Customer Service Technology is solely limited to multi-channel communications.

False

Predictive analysis is a key component of using technology to enhance customer service.

True

Chatbots are primarily designed to handle complex customer inquiries that require human expertise.

False

IBM predicted that by 2021, only 50% of customer interactions would be managed without human agents.

<p>False</p> Signup and view all the answers

Accountability in customer service means that customers prefer delayed responses to their inquiries.

<p>False</p> Signup and view all the answers

AI reduces workloads by allowing human agents to handle more complex issues instead of repetitive problems.

<p>True</p> Signup and view all the answers

Younger generations prefer speaking to an agent over the phone rather than using social media for customer service inquiries.

<p>False</p> Signup and view all the answers

Keeping customers informed is considered a disadvantage in customer service.

<p>False</p> Signup and view all the answers

The phrase 'there's an app for that' reflects customers' expectations for independent task handling through technology.

<p>True</p> Signup and view all the answers

The increasing use of electronic channels has no significant impact on customer engagement.

<p>False</p> Signup and view all the answers

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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Description

Explore the intersection of technology and customer service in this quiz. Understand key tools like CRM systems, AI, and self-service portals that enhance customer experience. Learn about both the benefits and challenges posed by technological advancements in service delivery.

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