Customer service is a key component that needs preferential attention in a business and it does not take rocket science to understand the dynamics of customer satisfaction and business growth. Other than providing a vital tool to automate or enhance productivity, information technology advancements have been critical contributors to drive customer satisfaction. Read on to find the connection.
Many people may not be able to quickly tell the relationship between customer service and information technology, but a comparison of both processes can show you how it inter-relates to one another and can complement each other.
IT think tank Gartner predicted that 100 million consumers will prefer to shop in augmented reality by 2020 and 85% of customer interactions will be managed without a human by that time.
A survey by PricewaterhouseCoopers (PwC) of 2,500 U.S. consumers and business decision makers strongly suggested AI is going to be a fundamental reality in the future of business. In fact, 72% claimed it is a “business advantage” that could drive up business revenue and productivity.
The study also revealed that in the immediate future, business leaders are looking at AI to alleviate repetitive tasks, such as paperwork (82%), scheduling (79%), and time sheets preparation (78%).
What’s more, these same leaders believe AI-powered IT solutions will have the largest impact on their business. IT support and services in Virginia have the same general outlook for IT futures as with any other state in the US, ranging from managing IT to IT infrastructure services and support.
With these figures, you can expect customer service to be at the forefront of IT-driven solutions as an integral ingredient to the growth of a business or organization and here’s why.
Customer Service technology
Information technology has in fact brought in the science to businesses with innovative systems developed to focus on customer service and how the results can enhance customer base.
With the development of websites, email, communication channels, and software, these tools have been utilized over and over to focus on providing customers with the best experience in a business. From customer preferences to personal spending and shopping habits, business owners may be able to generate ideas on how to conceptualize enhanced operational or business processes.
Business intelligence and customer satisfaction
Data management and analytics have been vital to collecting customer data and preferences to allow business owners to target the needs and wants of customers through common behaviors and spending habits.
The technology has also been responsible for automating business processes to optimize margins and cut costs. It has also introduced self-service options that empower customers for total satisfaction.
The beauty with IT is that it is very dynamic and adapts to technological breakthroughs. It is adaptive in the sense that it does provide a means to absorb technological advances to focus on customer service options.
Remember that in order to see your business grow, you need to make it a point to give priority to customer service in your operational processes and see how it can improve results for your business.