4 Ways Technology is Changing Customer Service

4 Ways Technology is Changing Customer Service

With the growing use of technology in numerous industries, customer service is becoming a selling point for customers. However, technology does not come easily to everyone. If a customer is frustrated with your product or service, it may prevent them from using it again, or even worse, they may let others know that they had a negative experience. Technology will continue to evolve and so will the competition among businesses, so how do we develop loyal customers of all types? The answer is customer service! Check out these ways that technology is changing customer service.

1. Anytime, Anywhere

As a society, technology has decreased our overall patience and increased the need or want for instantaneous help. This decrease in patience has evolved customer service to expand into a 24/7 service. By providing this level of availability, you will only strengthen your business’s reputation and your level of commitment to your customers. Geographical boundaries and time differences are no longer a concern in a consumer’s mind. One of the most effective ways to provide around-the-clock service is by adding a live chat option to your site.

2. Mobile Compatibility

According to WOW Local Marketing, 52% of customers are less likely to engage with a company because of a bad mobile experience. In order to provide quick customer service, you must expand the ways that you can be accessed. Smartphones typically travel with us everywhere we go, so it has become necessary for you to be compatible with mobile platforms. This includes the ability for customer service to be accessed on the internet via a mobile device, but also through apps and social media. If your company has an app, it provides customers with quick service.

 3. Chatbot Technology

 A revolutionary addition to customer service is Chabot technology. Phone call centers are becoming less utilized as chat boxes on websites pop up asking “How can I help you?” as soon as you click on a page.

This immediately lets users know that there is help available, regardless of the time or location. Oftentimes, this feature will resolve issues by replying with automated responses to keywords typed by a user.

Unfortunately, a current problem that consumers have when chatting to Chatbots is that the responses feel automatic and ambiguous. According to, this technology is continuing to improve as engineers work at finding new ways to make artificial intelligence learn quicker with fewer data. 

4. Predictive Intelligence

You can start to collect data from conversations on third-party platforms like social media. According to, by using this information, customer service can predict customer behavior that can help decide whether a customer should be recommended an offer or another solution.

This can also help improve employee and customer interaction by determining what type of responses can prevent conflict. Predictive intelligence will eventually transform customer service in ways that are not yet conceived.

Be aware of the ways technology is changing customer service to remain competitive. The changes have only begun. Customer service is becoming a characteristic of your company’s brand, and therefore, part of your consumer’s decision on whether or not to purchase your products. Contact us at or [email protected] to help your business create its own app and give your customers a quicker way to reach help.