Why are service firms today adding technology to customer service activities?
A)To increase face-to-face interactions
B)To improve both operational efficiency and customer service
C)To loosen ties with customers
D)To limit the data they collect about customers
E)To trade off operational efficiency and customer service

Question

Quizplus · Accepted Answer

Adding technology to customer service activities helps to improve operational efficiency by automating routine tasks, freeing up staff to focus on more complex issues that require personal interaction with customers. It can also improve customer service by providing faster and more accurate responses to customer inquiries and allowing customers to access information and services at any time. Therefore, the best choice is B - to improve both operational efficiency and customer service.

Why Are Service Firms Today Adding Technology to Customer Service