The Influence of Technology on Customer Service Experience

Technology is simply the collection of techniques.

In customer service, technology is not just a tool a business should have but it is an integral part. And it’s used in creating an innovative experience in customer care services through enabling effective and efficient service delivery.

Over time, technology has been viewed as a threat to street stores since more people now shop online. Thinking on a positive side, technology can be used to enhance customer experience in stores. 

Technology has made work much easier from customer interaction to services delivery. Complexity in interacting with customers has been forgotten. Technology ensures you provide quality services and products to your customers.

Technology on business experience

Customer service should be treated with a lot of concern as customers are the back- bone of any business, they should be treated right always. This is enhanced through adapting technology on customer service.

Enhancing customer experience on street stores is possible through technology on customer service. Adapting technology in customer services will lead to attracting more people to buy at your store.

Companies using technology on their activities would agree that, you can expect bright results on your business when using technologies.

Technology helps you better serve customers at all time and also improve your services in achieving your business goals.

Technology plays a major role in today’s business and particularly on customer service. Businesses use technology in improving and raising customer services.  

Impact of Technology on Customer Service


Many people use their phone to check for products online. 

With this in mind, organizations have come up with an app that the customers can download on their phones and receive notifications on what’s new in the market.

Rewarding loyalty.

With business app for notifications, customer are able to know the existing and new retailer shops they can get the products. This creates loyalty in that the customers will only shop on the organization’s retail shops.

Retail operations.

With the advancement in technology, you are able to monitor the traffic in the store.

There are cameras monitoring foot traffic at each corner of the store. And makes it possible to determine the busy areas that may need reinforcement.

Made communication easier.

Technology has brought platforms where business people communicate with their clients.

It unifies communication so that a customer’s request is gotten on both mail and voice mail.


Technology has availed software with tools for gathering data. Customer relationship software is a good example of a tool that may be used for data gathering.

Apps advance.

Different customers have different taste on how they prefer getting services. Some may prefer speaking to agents on a face to face basis, other would prefer making calls while others prefer self- service on their devices.

Technology is here for everyone! With the advancement in technology you are able to get everything just the way you want it.

People who have used the self- service app explained that it is the easiest and most convenient way of purchasing they have come across. It offers the best customer service as the customer do all the shopping, order and delivery is made.

Improves on services.

A well-equipped organization is always ready to work to the satisfaction of their customers.

They are able to diligently predict what their customers want and work on it. With an idea of what the customer would want helps agents to present a product to the best of their capability.

Data management.

There are computers designed specifically for data management. This offers good customer service as all data information a customer may want is available on the computers. This is an improvement in recode keeping since human may lose the data if kept manually.


It’s through technology that customers have platforms for interacting with the business whenever they want. 

There are Facebook fan page, for instance, where customers can give feedbacks on, ask for clarifications and also appreciate the role of the organization in the society.

Technology has affected customer service experience most in a positive way. Businesses are now able to carry out activities in a more efficient way and leave their customers happy. A happy shopper, will definitely shop again.