Impact Of Technology In Customer Service. Final2

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Florida State College at Jacksonville

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Running head: IMPACT OF TECHNOLOGY IN CUSTOMER SERVICE 1

Impact of Technology in Customer Service

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Institutional Affiliation

IMPACT OF TECHNOLOGY IN CUSTOMER SERVICE 2

The Effect of Technology in Customer Service

Society today is driven by digital technology, hence, resulting in a significant effect on the

interaction of individuals in work, business, and normal life habits. For instance, technology has a

significant influence on customer service-related activities as this has helped improve the

experience of customers’ relationship management (CRM), on both the individual customers and

organizations.

To begin with, the digital progress in Artificial Intelligence (AI,) real-time messaging,

cryptocurrencies, and chatbots, present significant tools that have changed the daily CRM

activities, to enhance customer satisfaction experiences (Redbord, 2019). For instance, technology

has increased face-to-face video communications, hence offering an opportunity for real-time

voice conversations, and enhanced eye contact, which inadvertently improves the relationship

between organizations and customers. Also, there is a tendency of application of openness, which

later results in the building of trust and, thus, a collaborative business relationship. Secondly, the

emergence of bots and AIs, provide a simple User Interface (UI), where customers can be engaged

and offer a great experience when businesses strive to gain a competitive age. They can be used to

replace the natural form of interaction in a clever way, thus, improving customer service, while

emphasizing on a new and inexpensive mode of repetitive communication (Redbord, 2019). Third,

the emergence of digital tools will ensure that customer service representatives experience fewer

problems to tackle. As such, customer support will have most of the backlog of customer

complaints being handled by the AIs, and self-service resources. As a result, the customer service

team can have time to focus on other solutions that will help improve customer experience. Fourth,

the digital age may offer tailored marketing, where customers are segmented based on their

respective demographics, buying history, to avoid inconveniences of overwhelming other

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Running head: IMPACT OF TECHNOLOGY IN CUSTOMER SERVICE Impact of Technology in Customer Service Student’s Name Institutional Affiliation 1 IMPACT OF TECHNOLOGY IN CUSTOMER SERVICE 2 The Effect of Technology in Customer Service Society today is driven by digital technology, hence, resulting in a significant effect on the interaction of individuals in work, business, and normal life habits. For instance, technology has a significant influence on customer service-related activities as this has helped improve the experience of customers’ relationship management (CRM), on both the individual customers and organizations. To begin with, the digital progress in Artificial Intelligence (AI,) real-time messaging, cryptocurrencies, and chatbots, present significant tools that have changed the daily CRM activities, to enhance customer satisfaction experiences (Redbord, 2019). For instance, technology has increased face-to-face video communications, hence offering an opportunity for real-time voice conversations, and enhanced eye contact, which inadvertently improves the relationship between organizations and customers. Also, there is a tendency of application of openness, which later ...
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