A major role played by information technology in improving customer service is
A) presenting customers with a long menu of options when they ask for help.
B) developing a database of consistent complaints.
C) providing uniform services.
D) individualizing service.

Question

Quizplus · Accepted Answer

Information technology allows companies to collect and analyze customer data, which in turn enables them to individualize service to a greater degree. This can involve personalized marketing, targeted recommendations, and tailored support based on a customer's history and preferences. By leveraging IT in this way, companies can improve customer satisfaction and loyalty. Options A and B do not necessarily improve customer service, and option C is in conflict with the goal of individualizing service.

A Major Role Played by Information Technology in Improving Customer