From the course: Customer Service Strategy (2018)

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Establish enabling technologies

Establish enabling technologies

From the course: Customer Service Strategy (2018)

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Establish enabling technologies

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- Addressing technology is the next step in developing a customer service strategy. This is where you'll identify at a high level how technology should support the customer service vision. Let's briefly summarize the major trends in customer service technologies which can prompt ideas for how you might wanna position strategy here. One major area of development is with voice and data networks and cloud-based capabilities. Together, they've opened up a world of opportunity. For example, your service operation can be easily distributed, have multiple sites, and even home-based employees. And cloud-based or hosted alternatives mean you don't have to own or manage the technologies required. You can partner with others to do that and scale as needed and have access to the latest system capabilities. A related trend is with omnichannel capabilities. Today's technologies enable you to open up ways for your customers to access service, phone, chat, text, social, video, and others, and get the…

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