Based on assigned readings, other readings, or personal experience, discuss the impact of technology on customers
(a) how the company introduced the new product to customers
(b) ways that added value due to the new technology was proven
(c) outline support plan for customers who may have questions
(d) emphasize new partnerships with technology partners and enhanced customer experiences.
This document will address the impact of technology in relation to automated phone systems and the impacts on the consumer and if the technology has impacted positively or negatively in regard to credit card customer service automated technology.
How the company introduced the new product to customers.
In reality, the consumer did not know what hit him or her in regards to the implementation of the automated phone system One day a live operator answered, screened and directed consumer calls and the next day the consumer was greeted by "Please press 1 for English and 2 for Spanish." This was the demise of customer service as society once knew it.
"New technology is often met with skepticism, and software automation is no exception. How test teams introduce an automated software test tool on a new project is nearly as important as the selection of the most appropriate test tool for the project. A tool is only as good as the process being used to implement the tool." (Dustin 2001) While the consumer generally has no warning, the business has spent time and money on the implementation to make the experience and transition as smooth as possible.
Today's customer service calls have "An automated greeting that says, "Due to unusually high call volumes, wait times may be longer than normal," really means the company is too cheap to hire enough customer service agents. It's misleading when a system says, "Your call will be handled by the next available representative. Think about it. The next available representative will handle the call from the guy who has been waiting the longest." (Barrett 2009)
This system blindsided the consumer and the consumer is frustrated. While frustration is the consumer's first thought, the consumer will learn to accept this new technology. How? Through understanding the system and embracing the system, as bucking the system will only add to the frustration.
Ways that added value due to the new technology was proven.
The value is added to the business in a way that the business can track the number of calls that are received for billing, payment address, lost cards, additional cards, and general issues and how long the consumer is on the line before an ...
This document will address the impact of technology in relation to automated phone systems and the impacts on the consumer and if the technology has impacted positively or negatively in regard to credit card customer service automated technology. This solution is 1378 words with three references.