Wed 29 Oct 2008
Technology’s Effect on Customer Service
Posted by Megan Dorn under Technology, Small Business
Technology has positively influenced the world in more ways than I could ever name given an entire lifetime. One of technology’s greatest benefits, at least where business is concerned, is its ability to drastically increase productivity. Businesses can leverage technology to work faster, safer, better, less; and they can do it cheaper. Basically technology is awesome.
The problem with technology, however, is that it can sometimes create distance between businesses and their customers. One of the most common complaints I hear is about phone systems that are seemingly designed to keep you from ever speaking to an actual human being. In such cases customer service has been sacrificed for productivity and saving money.
I get that through technology one person can do the work of many, but at what cost? Customer service is an area where small businesses can gain a competitive edge on large corporations. At the same time, staffing large call centers is an expense that most small businesses can’t afford.
What’s the answer to this dilemma? Balance. Technology will no doubt help your business run more efficiently and will be much cheaper, but don’t let your customer service policies be driven entirely by cost cutting. When possible, take the time to work with your customers directly; then leave the rest up to technology.
