Journal Posting-The use of technology from the Internet to improve customer service and the Reduct

Processes to best serve customers and ultimately

Info icon This preview shows page 1. Sign up to view the full content.

View Full Document Right Arrow Icon
processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which can keep costs down. There are a few major areas in which technology now is able to help provide key advantages to businesses in engendering customer loyalty by improving customer service while lowering the stress levels of the customer service representatives. Websites. Providing areas on your website where customers can answer their own questions or seek answers from others. E-mail. Using e-mail as a way to improve customer service and more quickly respond to certain needs or help requests. Communications. Unifying communications so that you know that the customer who left a voice mail also sent an e-mail with the same request a few days ago. Software. Better managing customer relationships with more sophisticated data-gathering tools, such as customer relationship management software. The goal of your business in terms of its customer interactions is the generate loyalty. There's no better way to do that than to offer quality products and services and to be responsive to your customers. But as new technologies have come to market to make it easier for businesses to provide customer service, they may also be increasing the number of channels through which you interact with customers and the complexity of those interactions. Accenture, the technology consulting firm, suggests that businesses that want to use technology to raise the quality of their customer service focus on the following: Data management and analytics Insight-driven marketing Marketing automation Self-service optimization Workforce effectiveness References Wagner, Todd, Treating Your Customers Right , November, 2003. Wasserman, Elizabeth, Tech Talk: Online Game Site Develops Forum IncTechnology.com, 2009. Zetlin, Minda, Helping Customers Help Each Other Online , IncTechnology.com, 2007. Zetlin, Minda, Making Chat Work for Customers , 2008.
Image of page 1
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern