The continuous growth of competition in the market and prioritizing the customer satisfaction is affecting the service sector. However, for such following the traditional method doesn’t always work. Therefore, the introduction of technology in order to improve customer experience is widely taking place. The role of technology in service industry has promoted a number of organizations in order to reduce unnecessary expenses and uncertainties. Along with this, the impact of technology in the service sector has been used to standardize the services by reducing the customer interface.
The introduction of technology in service sector gives us more than service automation and the ability to provide service at a lower cost. It also gives us the opportunity to gather customer data, analyze customer data, and use the data analysis to better meet customers’ needs and result into customer satisfaction. Technology is not only defining the trend of customer needs but also of employees to receive and provide customized service to their customers.
As evidently, technology has been the strongest force behind the innovation in service sector. Automated Voice Mail, Interactive Voice Response Systems (IVRsystem), Fax Machines, ATMs etc., are possible in trend and widely accepted only because of new technologies.
Impact of Technology in Service Sector
1. Services on easy access
With the introduction of technology in services eases the work and makes quick and reliable service to the customer. Automated work at every step saves a lot of time and human effort, as well as, enhances the overall customer experience. With the introduction of technology, a lot of services are now available at customers finger-tip.
As the digital transformation makes easy access to any information. Customers can look for any service just by searching on their smart phone with Internet service. As a result, you can get all the relevant results over the search and even save a lot of time.
2. Enhanced way to deliver services
After a period of time every person whether it is customer or seller requires some changes in daily work. Here comes the use of technology. It could upgrade the activities involved between the service user and provider both. With the technology adoption, it is appropriate to say that technology facilitates basic customer service functions like bill paying, seeking information, checking accounts records, tracking orders, etc. However, the introduction of automated voice response system has also improved the customer service in telecommunication sector. Likewise, almost in every sector the technology has been upgraded and changed a whole lot of delivery service as well.
3. Cordial Relationship with Customers
Public or Private sector companies are using technology greatly and trying hard to build a cordial relationship with their customers. Companies involved in goods distribution usually install inventory control terminals, order terminals, and other technological equipment at their customers’ premises. This provides a great experience to the customer and supports the company in integrating a customer relationship.
Every company provides a variety of services and facilities for its customers to promote their business. However, with the help of technology the services can be availed by the customer at their door-step and without any delay or standing in a queue.
4. Global Reach of Services
As the introduction of technology in service industry, the global reach of customer has been increased enormously. The Internet is a wide network which takes no boundary and connects every single individual with the available services. Internet connectivity allows transfer of Information, Customer Service, and Global Transactions which allows to move across countries. Technology allows employees to work for any international company while sitting at their home place. The technology based service has expanded the customer living by many folds.
5. Expense Management
The quick availability of services resulted into the high expectation of customers, especially from some selected companies. Usually, now the customer looks for reasonable or cheap service but with good quality. However, with the reach of technology, it can replace less skilled employees from the front line service jobs. As a result, this reduces the cost of providing the service from the perspective of the company. In addition to this, the person can even search on the Internet about any disease in terms of the symptoms.
6. Great Quality of Service
Technology allows availability of customized services to the specific customer as per the requirement. This establishes a great customer relationship and develops a faith for the company and its services. The easy access of services and quality services makes customers more reliable over accessing services through technology instead of manual access.
For all these above benefits in services with the use of technology will definitely give a great boost to the retail business as well. Therefore, the retailers can go online and take their business available to the wider reach and earn a lot of profit as well. Hence, Business Saathi is there to support the business in terms of business assistance as well as taking business online too.