explain this statement "technology can hinder, as well as help customer service??

Answer 1

Technology can hinder customer service because it can take away the personal interaction, everything is automated and the customer feels alienated and unappreciated. customer loyalty is partly decided by service as well as product.
It can help by increasing productivity which helps lower costs and provides faster service.

Answer 2

In a nutshell... technology hinders if the person behind the counter (or in front of the computer) doesn't know what they're doing. In that way, they hinder customer service by having to take longer to get the job done -- IF they know how to do it at all-- and customer satisfaction and confidence in the company suffers.

And it works the other way, too. If the person who is representing the company as a customer service rep knows what they're doing, is confident in the operation of the software or other tech equipment being used, the whole process of whatever is being done is smooth and the customer is pleased with the entire experience.

Answer 3

Just think of the annoying voicemail systems you encounter now when you call almost anywhere when you used to be able to talk to a real person. Or during a power outage when the store can't help you because their registers don't work. Technology can definitely hinder!

Answer 4

It helps to keep notes on an ongoing problem where any person can access it at any time (on a network). But it also makes call times longer while you set up an initial file and try to pull up existing information instead of jumping right into the problem.
Also automated routers, people hate having to wind their way through one, but in the end it allows Reps to focus on one type of issue instead of all issues.