Technology Changing Customer Service - Essay Example

It can be mentioned that technology is altering how some of the giant companies perform their businesses, fostering new strategies and thereby revolutionizing the research-and-development process (Brynjolfsson & Schrage, 2009).

It is worth stating that digitalization, as well as networking, are the two main components of modern-day society. Through digitalization,n the different mediums are combined based on the technology which enables a huge amount of data to be transmitted and processed. With the help of networking, virtual communities are being formed over the networks, focused around the internet. With the greater advancement of technology, there has been a transformation in the structure and processes of the business world. With the help of intranets and e-mails the processes are being enhanced.

It can be stated that the conventional way of shopping is being replaced by the contemporary ways where consumers are capable of making orders over the Internet sitting at their homes. The payments can be made with the help of credit cards and therefore the requirement to visit the store by the buyer is eliminated to a great extent. Before purchasing the product, the customer is capable of having access to the bulletin board with the assistance of a personal computer for the purpose of viewing the product review and can as well contribute in forums to gain the required information from the actual users of the product (Kato, 2007).

The technology can also be used by the organization to customize the product and customer services. For instance, it is through information technology that a firm may shift from ‘delivery from stock’ to ‘making an order’ or may shift from ‘selling function’ to ‘renting function’ (Ives & Mason, 1990).

Therefore, it can be mentioned that technology is altering the character of the services anyhow the firms tend to interact with the customers. The advancement in technology provides the firm with numerous opportunities for the purpose of developing new services and therefore offers better and more efficient services for the customers. Although there is a change in technology, customers always demand high-quality services no matter what technology has been applied by the firm to prepare and present the goods and services to the customers. It can be mentioned that companies need to prepare technology-based services so that the customers can avail similar high level of service that the customers demand from ‘interpersonal service providers’ (Bitner, 2001). Read More