Customer Service

MNM1502

Study unit 4
Role of Technology in service delivery
 Technology

• the application of knowledge, science and

engineering to develop machinery, devices
and infrastructure to achieve practical
objectives.
 Importance of technology in customer
service
• Shorter turn around times to answer queries
• Direct access to information
• 24 hour day
• Interactive voice response
• FAQs
• Websites
• Internet services
 Advantages
• Same level of service

• Low cost

• Convenience

• Reach

• Customisation

• Store large amounts of information

 Disadvantages

• Privacy concerns

• Security concerns

• High competition

• Price comparisons

• Less control over media

Technologies used in customer service
 Managing acquisition of technology

• Why does technology need to be purchased?

• What acquisition process must be followed?

• What needs to be done once implemented?

 Managing acquisition of technology

• Operational technology runs customer

service activities / technologies make up the
processes which deliver the customer service
• Collaborative technology refers to
technologies which enable the customer to
perform part of the service
• Analytical technology analyses aspects
within the service process (purchasing
preferences, purchasing patterns)