What Is Customer Service Technology?

This post originally appeared on DestinationCRM.com

Good customer service is the result of the right attention to strategy, business processes, technology, and people management. This seven-part series focuses on customer service technology and explains the what, why, how, and when of the technology. Let’s start at the beginning: What is customer service technology?

The contact center technology ecosystem for customer service is a nightmare of complexity. At a high level, to serve your customers, you need to:

  1. Capture the inquiry, which can come in over the phone, electronically via email, chat, or SMS, and over social channels, like Twitter, Facebook, or an interaction escalated from a discussion forum or a Web or speech self-service session.
  2. Route the inquiry to the right customer service agent pool.
  3. Create a case for the inquiry that contains its details and associate it with the customer record.
  4. Find the answer to the inquiry. This can involve digging through different information sources like knowledge bases, billing systems, and ordering databases.
  5. Communicate the answer to the inquiry to the customer.
  6. Append case notes to the case summarizing its resolution and close the case.
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