Does Technology Really Improve Customer Service?
Whether you’re a business owner or a customer, you will be starting to notice that technology is playing a bigger role in the business sector. One of the areas in which this is the case is how companies interact with and handle their customers. Whether it’s payment tech or virtual online assistants, things are certainly changing. But is this a good thing? And, most importantly, does it help customers and improve the experience they get? There are arguments on both sides, so let’s dig a little deeper.
It Certainly Enables More Flexibility
When you are a customer, you want to be able to buy products or use services in a way that suits you. This is only natural, and the vast majority of customers and consumers out there feel this way. But is it something that is actually happening in the real world? Well online payment methods, remote contact, and money other developments mean that flexibility for customers has never been better.
For example, customers can buy at any time of the day or night. And most of us now take this for granted, even though it’s a relatively new development. Telemedicine is having an impact in the medical sector too. Understanding what telemedicine is shouldn’t be too hard. It’s just another way to give customers (or patients in this case) more flexibility. It allows them to interact with doctors via video link, which now given the current situation is one of the main benefits of telemedicine.
But it Can Leave People Frustrated When Things Go Wrong
The problem with businesses relying too much on technology is that they can become very frustrating when things go wrong. And, as anyone who has ever interacted with technology will know, things inevitably do wrong. There is no way of getting around that basic fact. So, you should think about what you’re going to do to combat that if you’re a business owner.
When customers get frustrated, no matter what the reason for their frustration is, you need to act fast. When you fail to do the things that you say you are going to do, your customers will feel betrayed, and they might decide to never use the business or its services again. That’s the last thing you want, so keep this in mind.
Companies Need to be Able to do Both
What needs to happen is more businesses finding ways to use technology in a way that suits them and their customers, while also being able to offer a backup. If your employees have no idea how to deal with customers in the event of a piece of technology not working, then you have a problem. No successful business should ever find itself in that situation.
So, make sure that your business can do both. And if you’re a customer, you should make sure that the businesses you are loyal to offer this. If they don’t, it might be time to look at some of the alternative options that are out there. There is nothing wrong with switching businesses if they are taking your custom and loyalty for granted.