4 Major Ways Technology Has Changed How Businesses Address Customer Relations

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Technology has become part of our everyday lives, from the smartphone we carry in our pockets to the high-tech washers and dryers we use to launder our clothes. There is no question that technology has made life much easier and the changes have been rapid.

Our grandparents could never have envisioned a television as vivid as a movie screen in our living rooms or a machine that quietly washes and dries dishes. However, it is not just our personal lives that are impacted by technology. Businesses use technology daily to reach new customers, reward current customers and manage any issues that may arise in their day-to-day operations.

Around The Clock Customer Service

At one time, if you had an issue with a company, you would need to wait until regular business hours, usually between 9 AM and 5 PM. With the explosion of social media, email and online stores, businesses now offer customer service around the clock. In fact, companies who do not offer such services find that they have difficulty competing with those that do

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Better Customer Understanding

Companies are now using real-time information in order to customize products and services offered to customers. Companies like Netflix are using techniques and algorithms to create a filtering model that operates their recommendation system. Using information collected from customers, Netflix can suggest other movies or television shows that the customer may like based on previous choices. This provides the customer with the feeling that the company is in tune with what they want. Other companies like Amazon, Spotify, Goodreads and Pandora also use algorithms that identify customer choices in order to customize future options.

Customer Retention

Technology allows you to track customer purchases and provide them with incentives to purchase more of that item or suggest other items that complement the original purchase. For example, if you operate a bath and beauty store, you could offer a customer a discount if they purchase a body spray at the same time they purchase their favorite body lotion. It also allows you to create loyalty programs, offering discounts to current employees for return visits.

Customer Knowledge

Today, customers have unlimited research at the touch of a button. The Internet has provided consumers with vast amounts of information, making them less likely to reach out to a brick-and-mortar operation if they have a simple question. This has led many companies to include blogs, white papers and other informative materials on their website in order to set themselves up as experts in their industry. Customers who find the information they need in a blog or white paper are more likely to make purchases from the online store or visit the brick-and-mortar location as they feel they are buying from someone who understands the industry.

These are just a few of the ways that technology has changed how business handle customer service. Business administration professionals are constantly implementing new strategies to keep up with the changes and demands of technology and how it changes the way we communicate. As technology continues to grow, businesses need to adjust their use of technology to keep up with that growth or risk falling behind their competitors.

By  Emma Sturgis	Embed
Emma is a freelance writer currently living in Boston. When not writing, she enjoys baking and indoor rock climbing. Find her on Google +.