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Dana, Technology has killed customer service in a lot of ways. Connecting with an automated "press1, press4, press8" mentality has really killed customer service in a lot of ways, making a customer more a number and less a client, guest, or customer. From Call Centers to automated robotic answering services before you talk to a real live human being... irritating and I have no problem paying extra to speak with a real person who takes the human factor seriously in providing customer service. Technology has ruined the human factor in doing business, not just one aspect of it being customer serivce.
In my humble opinion Yes Technology has killed customer services as many Big companies are using Automated systems for custiomer services to show they are TECHSAVY. But as a Layman I don't like this service. Being a Humman this is Natural desire and source of SATISFACTION that we get services by humman. Untill you talk to some one you cant express your Emotions and feelings which is actually you say Customer FEEDBACK. Technology can never be PLACEMENT of HUMMAN. Time will prove this.
In addition to the answers , I would add that technology has positively affected the tools and methods used to connect with customers, and it negatively affects the presence of human in certain way !
If technology is relied upon as the basis for account management then yes.
For handheld capabilities, geotrack, quality assurance, marketing - no, it has enhanced customer service.
No. Technology has enhanced customer service. If you are referring to people to people contact, then yes but in todays world, customers are more worried about the quality.
Outsourcing would not exist otherwise
Technology has evolved customer service, enabling business to lower cost and reduce reliance on manpower doing a particular job. Options like live chat serve to change communication with customers.
Customer service still remain relevant, but the cost of speaking to a human being has gone higher, which is why many companies are trying to move away from the reliance on manpower.
Technology made customer service faster and easier. For example, look intercom.io it rocks :)
Never,, both are different modules each other and are both necessary to build trust and quality
On the contrary. The technology made it much easier to have customer support. Now I can have customer support in many ways rather than phone calls or going to specific place to have customer support. Now I can chat with customer support for much faster support, also there is twitter , facebook ,emails ETC...
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