CUSTOMER

SERVICE
VIA TECHNOLOGY
REPORTED BY:
OXFORD C. MOÑOSCA
JOHN KERBY ENDRIGA
ELMERSON BAUTISTA
Table Of Content
WHAT IS CUSTOMER
SERVICE VIA
TECHNOLOGY?

TYPES OF CUSTOMER
SERVICE VIA TECHNOLOGY

ADVANTAGE AND
DISADVANTAGE OF
CUSTOMER SERVICE VIA
TECHNOLOGY?
WHAT IS CUSTOMER
SERVICE VIA TECHNOLOGY?
Customer service technology is a
range of software and hardware
solutions that improve the customer
experience and empower your agents
to deliver better support.
 Customer service is a “24/7” responsibility.
Technology can assist in making it effective.
Computers are continually becoming smaller,
more complex, and more powerful.

We can communicate at any time and any

Why Customer place. More people are accessing

service is a “24/7”
telephone-related, customer service call
centers, which are also called help desk.

responsibility? There are about 100,000 call centers in

the US, with over 3 million agents to
answer those calls and service the
people who have access to technology.
 TYPES OF
TECHNOLOGY
Types of Technology
Automatic Call Distribution (ACD) System
Routes incoming calls to the next available agent when lines are
busy.
A recording may cue you to select a series of numbers on the phone
to get to certain people or information.
Incoming calls are pooled together into a queue and are distributed
on a first-come, first-serve basis to the agent that has been idle the
longest amount of time. This provides the work group with an even
work load, and provides your callers with optimum service.
 TYPES OF TECHNOLOGY
AUTOMATIC NUMBER
IDENTIFICATION (ANI)
System allows customers to be
identified and their call directed
appropriately before an agent talks to
them.
It could be By customer’s phone
number for geographic purposes.
For multilingual purposes.
TYPES OF TECHNOLOGY
AUTOMATIC NUMBER IDENTIFICATION (ANI)
Agent can identify customer before speaking with them.
Might be able to access information on a computer
screen about customer’s history with the
organization.
Same agent who most recently handled a specific
caller.
Routed to service center closest to customer’s
home.
Types of Technology
Electronic Mail (E-Mail or email)
Inexpensive, rapid way of communicating with customers in
writing worldwide.
Allows customers to access information via telephone and then
have the information delivered to them via email.
Big advantage- You can write a single message and have it
delivered to hundreds of people worldwide in a matter of minutes
at little or no costs.
 TYPES OF TECHNOLOGY
FACSIMILE (FAX) MACHINE
Allows graphics and text messages to
be transported as electronic signals via
telephone lines or from a personal
computer equipped with a modem.
Information can be sent anywhere in the
world in minutes.
All-in-One- One piece of equipment that
can print, copy, scan, and fax.
Types of Technology
Internet Call Back
This allows someone browsing the Internet to click on words or
phrases, enter their phone number, and continue browsing.
This triggers the predictive dialog system and assigns an agent to
handle the call when it rings at the customer’s end.
 TYPES OF TECHNOLOGY
INTERNET TELEPHONY
VoIP (Voice over Internet Protocol)
A category of hardware and software that enables people to
use the Internet as the transmission medium for telephone calls.
Some come bundled with web browsers, such as Cool Talk and
NetMeeting. Others are standalone meaning self- contained.

Allows users to have voice communications over the Internet

.Although widely accepted in the industry, it is not currently
embraced by consumers.
Types of Technology
Interactive Voice Response (IVR)
Allows customers to call in 24 hours a day, 7 days a week, even
when customer service representatives are not available.
By keying in a series of numbers on the phone, customers can get
information or answers to questions.
Ensures consistency of information.
Example: Banks and credit car companies use such systems to
allow customers to access account information.
TYPES OF TECHNOLOGY
MEDIA BLENDING
Calls, email and other media are retrieved and then the
various media are distributed between available
agents. When an agent is busy on a call, they are not
routed messages.
Allows agents to communicate with a customer over
telephone line at the same time information is
displayed over the Internet to the customer. Not at its
fullest potential yet.
 TYPES OF TECHNOLOGY
ONLINE INFORMATION
FULFILLMENT SYSTEM
Allows customers to go to the World
Wide Web, access an organization’s
website, and click on desired
information
Types of Technology
Video
Uses video camera.
Allows for interactive communications.
This allows customers and agents to see one another during their
interactions.
Because of privacy issues or preference, some software allows
customers to block their image, yet still see the agent to whom
they are speaking.
TYPES OF TECHNOLOGY
VOICE RECOGNITION
Typically used by individuals to dictate data directly
into a computer, which then converts the spoken
words into text.
People with disabilities can obtain data from their
accounts by speaking into the computer.
ADVANTAGES AND
DISADVANTAGES
ORGANIZATIONAL
ISSUES
ADVANTAGE
A company can extend its presence without physically establishing a
business site and without adding staff

ADVANTAGE

Many customers can be served simultaneously.

DISADVANTAGE
Must have well-maintained, state-of-the-art equipment, which is very
expensive.

DISADVANTAG
DISADVANTAGE
E
Must have qualified, competent people to operate it.
ADVANTAGES AND
DISADVANTAGES
EMPLOYEE ISSUES
ADVANTAGE
Frees employees from mundane tasks such as taking information and
mailing out forms, information, or other materials.

ADVANTAGE
Allows employees to serve more people in a shorter period of time –
and do it better.

DISADVANTAGE
Many organizations see this as a way to reduce staff costs and
overhead, therefore eliminating positions.

DISADVANTAG
DISADVANTAGE
E
Some people have difficulty using technology. Stress levels increase
due to pace of business.
ADVANTAGES AND
DISADVANTAGES
\

CUSTOMER
ISSUES
ADVANTAGE
Customer may use telephone and/or computer from home, office, car,
or anywhere else to access products and services.

ADVANTAGE
Allows for quick access to information and to have questions
answered.

DISADVANTAGE

To have the latest gadgets is costly in terms of time and money.

DISADVANTAG
DISADVANTAGE
E
Technology doesn’t always work as it is designed to, which leads to
frustration
ADVANTAGES AND
DISADVANTAGES
\

ADDITIONAL
ISSUES
 DISADVANTAGE
DISADVANTAGE
There are some who will take advantage of technology – fraud and
manipulation.

ADVANTAGE
DISADVANTAGE
Violation of privacy.

ADVANTAGE
Remember: a customer’s reluctance to provide you with information
is not necessarily a reflection on you or your service-providing peers;
it is based more on a distrust of the system.
THANK YOU
FOR
LISTENING!