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Customer Service in the Digital Age
Transcript of Customer Service in the Digital Age
The telephone was invented – “paving the way for a new way in which to contact stores and companies” (Herschberger, 2014)
Rotary dial system invented – “was created to act as an operator by utilizing the numbers dialed to connect to the proper phone” (Sehgal, 2016).
Toll Free number, “AT&T introduced the toll free 1-800 number allowing customers to call a specific number for the company of their choice without the hassle of collect calling or dealing with an operator” (Sehgal, 2016).
The internet was introduced (Shulzhenko, 2017).
Progression of Customer Service
Dedicated Mobile Apps – “Allow customers to access all of the most important and vital information they need from your company along with self-service options to help them find and utilize resources on their smart phones” (Herschberger, 2014)
Email and Live Chat, “Customers had the power and potential to use direct messaging and email as a means to communicate with companies” (Sehgal, 2016).
Social Media, “Most customer oriented businesses started using Facebook and Twitter to connect with their customers in a personal and public manner” (Shulzhenko, 2017).
What does the future look like?
-Companies will extend and enhance self-service
-Social media customer service is going to become more standard
-Demand for live chat support will continue to grow.
-Mobile messaging apps are on the rise.
-Al and predictive intelligence tools are becoming critical.
Different Digital Platforms
2. Social Media
3. Online Message Boards
4. Live Chat
5. Website Support Center
6. Phone Apps
Pros of Customer Service in the Digital Age
Analytic and customer service reports-
Today reports are much easier to compile since consumers simply have to fill out a survey and businesses have that information at their fingertips to make decisions based on which areas need to be reworked
Consumers that have issues with a product can have access to live support within seconds of coming in contact with a customer service agent.
Customer service can also help entrepreneurs determine what a particular consumer is interested in based on the things that person clicks on (not positive if this is customer service or not).
It is accessible all hours of the day and all days of the week.
Enhances Customer Retention
Quick and easy checkout or service makes it easier for customers to order, which boosts their satisfaction.
Cons of Customer Service in the Digital Age
Online customer service needs unique customer support personnel to give insight into the needs of customers to appropriately work with them.
Extensive training is required for people who are being trained for positions to deal with consumers and their needs.
Automated systems that we are now using for customer service is much more expensive.
Customers are going to always expect quick responses.
People are not able to connect with the machine emotionally or face to face.
There are so many more issues now that everything is going digital just because it includes more than it did when it was just simple little machines. Things need much more assistance which can be a downfall to their customer service experience.
How will companies use the electronic age to get ahead with customer service?
1. They have to realize the importance of great customer service.
2. Must have virtual channels to satisfy their customer’s needs.
3. A website must be interactive with areas where customers can provide feedback on the products or services they purchased.
4. Must offer a mobile app that gives customers the same services on their mobile device.
5. You must also have a presence on social media.
6. Companies must continue to look for new ways to provide convenience and satisfaction to their customers.
Herschberger, Marc. March 31, 2014. The Complete History of Customer Service Operations. Eventus Solutions Group. Retrieved March 7, 2017. http://www.eventusg.com/blog/the-complete-history-of-customer-service-operations.
Raza, A. (2015). Pros and Cons of Automated Customer Service. Retrieved from GCCS Cutomer Service Portal: http://www.customerservice.ae/pros-and-cons-of-automated-customer-service.
Sehgal, Hemani. November 29, 2016. Stroll Down Memory Lane – The History of Customer Service. Ameyo. Retrieved March 7, 2017. http://www.ameyo.com/blog/down-the-memory-lane-the-history-of-customer-service.
Shulzhenko, Mary. February 15, 2017. The History of Customer Service and Future Trends (Infographic). Provide Support Blog. Empowering Customer Service. Retrieved March 7, 2017. http://www.providesupport.com/blog/history-of-customer-service-and-future-trends-infographic/.
Sousa, R., Amorim, M., Rabinovich, E., & Sodero, A. C. (2015). Customer Use of Virtual Channels in Multichannel Services: Does Type of Activity Matter?. Decision Sciences, 46(3), 623-657. doi:10.1111/deci.12142.