Customers do not remain loyal anymore. As a matter of fact, technology has increased the potential for a customer switch companies very easy. Customer loyalty has become a prevalent issue for many businesses. Our world has become more and more digital than ever before therefore businesses must use technologies that consumers are so use to having in their hands. Most consumers use their smartphones to compare prices, look for coupons while shopping. When I am shopping I know for a fact that I will pull out my smartphone to see what coupons retailmenot.com offers for the store that I am shopping in. Technology has become the launching point for excellence in customer service. How does your organization use technology to enhance its customer service efforts? Upon completing the reading assignment for this unit answer the following questions.
- How is internet telephony different from wireless internet?
- List 4 additional technologies that can be incorporated to better serve customers. Explain why you feel they would better serve the customer.
- What are some specific types of calls that can be categorized as inbound calls?
- What are some specific types of calls that can be categorized as outbound calls?
- How are automatic call distribution (ACDs) calls routed and handled?