Impact of technology on customer service
Technology has changed how businesses can provide customer service.
Businesses can now use e-commerceE-commerce is any transaction that takes place through the internet. to sell their goods on their website at all times of the day and night. This makes shopping more convenient for customers. Businesses that provide services can also have a website.
Websites can help businesses to provide good customer service by:
- displaying information about products and services
- having a frequently asked questions (FAQs) section
- having a store locater and opening times
- offering a live chat facilityA live chat function on a business' website that allows customers to communicate with a sales or customer service representative in real time. so that customers can instantly obtain answers to their questions
- displaying contact details so that customers can use a variety of methods to get in touch with the business
- allowing customers to create an account, which may allow them to store their details and perhaps receive special offers and discounts
Businesses also use social media Social media is an interactive computer based technology that allows the user to create and to share information and ideas through virtual communities and networks. – such as Facebook, Twitter and Instagram – to communicate with their customers. This is a quick and easy way for customers to contact businesses, and it can allow businesses to build relationships with customers.
Negative reviews and comments on social media can be seen by everyone. Therefore, it is important that businesses spend time managing their social media accounts so that customers aren’t ignored, as this can damage the reputation of a business.
