The Role of Technology in Customer Service


There are very few people who would contest the fact that the economy of the world is dipping into a recession. Do not believe us? Well, let us give you some proof. Who was considered the best employer in the world? Google, right? Well, it just laid off twelve thousand people and is expected to lay off even more. Which economy was considered the most powerful on Earth? The United States of America, right? Well, just a week ago, the Secretary for the Treasury, Janet Yellen, implied that the economy was in dire straits. [NN1] 

It is no secret that, in a recession, people spend less. This means that the competition to capture target audiences amongst service providers in the same industry has increased drastically. In case you are an entrepreneur, know that you really have to step up your game if you aim to have your business(es) exist even after the recession. We are not just going to make you panic and leave, though. Instead, we will tell you how you can use the latest technology to ace the art of customer service – one of the most important aspects of the success of any business.

Why Invest in Customer Service Technology?

Doubt that spending money on customer service technology will bore the highest return on investment? Well, let us tell you all the ways in which customer service can help your brand. First and foremost, by getting feedback on your service offerings from your customers, you can improve their quality. Secondly, quality customer service can boost your sales: you serve one customer well and they are sure to refer you to their friends and family members.

Thirdly, customer service channels act as outlets for the frustration that angry subscribers are experiencing towards your company. Trust us when we say that hearing them out is much better than having them unsubscribe to your service. 

Applications of Technology in Customer Service

Now that we have explained how dire the need for your business to excel in its industry is and how significantly quality customer care can help fulfill that need, let us move on to the different ways you can harness technology in order to be excellent at customer service.

Artificial Intelligence in Chatbots

Chatbots are extremely efficient tools in the provision of customer service. In fact, top customer service teams such as Xfinity customer service have made it a point to allow their customers to communicate with them through chatbots. In terms of ease for consumers, chatbots prove to be really resourceful for those subscribers that do not want to communicate over the phone.

From the business’s point of view, chatbots can be made extremely cost-efficient by incorporating the most recent artificial intelligence technology into them. This way, not only will they be more accurate when responding to customers’ queries but also when referring those subscribers to different humans in the various departments of the company.

Video Technology

While it is very true that textual conversations on chatbots do work magnificently for customers who do not like talking on the phone, some customers do like to be more interactive with customer service agents. And for those on this extreme of the spectrum, you should dedicate resources and customer service agents to chat on video. After all, just a minute of video consists of the same amount of information as 1[NN2] .8 million words! Now, that is a stat that will convince you of the importance of video technology!

Smartphone Applications

Out of the eight billion people in the world, a little less than 7 billion have smartphones. Just in the space of a couple of years, smartphone users have increased by a whopping amount of 1 billion. [NN3] Not only that but the number of people having access to mobile data is increasing year by year. Basically, the usage of online apps is increasing. For your company to succeed, you also need to design an app that makes it easier for your customers to interact with you. [NN4] 

Wrapping Up

Hopefully, implementation of the aforementioned tips will be a walk in the park for you and your business will not only survive but also thrive in this recession. Best of luck with your company and everything else in the year 2023.

 [NN1]US treasury secretary issues warning on debt ceiling – World Socialist Web Site (

 [NN2]A One Minute Video = 1.8 Million Words | Illustrate It Video

 [NN3]How Many People Have Smartphones? [Jan 2023 Update] | Oberlo

 [NN4]How Does Technology Improve Customer Service? | Bizfluent


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