Business
Customer Service and ICT
Customer service and ICT (Information and Communication Technology) in business refer to the use of technology to enhance customer interactions and support. This includes tools like CRM systems, chatbots, and social media platforms to streamline communication and provide efficient and personalized service. ICT plays a crucial role in improving customer satisfaction, loyalty, and overall business performance.
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5 Key excerpts on "Customer Service and ICT"
- Jonah C. Pardillo(Author)
- 2020(Publication Date)
- Society Publishing(Publisher)
There has been a trend wherein more organizations are trying to develop customer service solutions which can help most from being implemented as cloud services. However, this still requires the security offered by on premise deployment. Figure 7.5: Representation of cloud computing. Source: Image by Pxhere. Technology in Customer Service 183 7.4. CUSTOMER SERVICE TECHNOLOGY Customer service is integral to the success of any business irrespective of its size. The customer service at an organization offers can either serve to enhance customer loyalty to the brand or degrade it. The customer is the king and has more alternative than ever. The business must be responsive to customer queries, needs and complaints. Modern technologies can help organizations anticipate customer needs, evolve business processes so as to offer the best customer service. Technology also improves the efficiency of the organization which helps in keeping the costs lower There are few areas in which customer service technology can help the organization gain a significant advantage and gain customer loyalty by providing exceptional customer service. The goal of any organization in terms of customer interaction is to build customer loyalty. The best way to offer it is to give quality products and service and pay attention to customer needs. The newer technology has made it easier for organizations to supply good customer service. Technology has increased the number of channels through which an organization engages its customers. It has also made those interactions complex. The raise the quality of customer service and organization must focus on following technologies. 7.4.1. Multi-Channel Communication These technologies are those which support the organization interaction with customer. It includes automatic call distribution, speech recognition, interactive voice response, chatting, virtual aid etc.
eBook - PDFNew Perspectives on Computer Concepts 2018
Comprehensive
- June Jamrich Parsons(Author)
- 2017(Publication Date)
- Cengage Learning EMEA(Publisher)
All Rights Reserved. May not be copied, scanned, or duplicated, in whole or in part. WCN 02-300 THE ICT INDUSTRY 5 2 3 8 S u p p o r t S e rv i c e s On l i n e a n d C l o u d S e r v i c e s R e t a i l a n d W h o l e s a l e H a r d w a r e M a n u f a c t u r i n g S o f t w a r e P u b l i s h i n g T e l e c o m m u n i c a t i o n s ICT CORE INDUSTRIES Companies such as IBM and Sperry Rand launched the computer indus-try when they brought the first mainframes to market in the 1960s. As the function of these machines expanded beyond number crunching to data storage and decision support, the IT (information technology) industry evolved. In the 21st century, the importance of accessing data over the Internet and other communications links instigated a convergence between the IT industry and the telecommunications industry. The result: today’s ICT (information and communications technology) industry. ª What is the ICT industry? Companies and businesses create jobs, develop products, and offer services that drive the economy. These companies are classified into economic sectors according to the types of goods and services they provide. The largest economic sectors include retail, health care, manufacturing, energy, and information technology. The information industry has three major facets: content, computers, and telecommunications. Information content includes books, magazines, newspapers, sound recordings, television and radio broadcasts, motion pictures, user-generated media, Web content, and other data. The technology used to generate, manipulate, and view this data includes equipment such as computers and peripheral devices. The infrastructure and services used to distribute content are handled by telecommunications technology. The focus of Module 8 is the ICT industry , which is made up of businesses that focus on digital equipment, software, communications technologies, and related services.
- P de Villiers(Author)
- 2013(Publication Date)
- Future Managers(Publisher)
• Google Earth lets you fly anywhere on Earth to view satellite imagery, maps, terrain, 3-D buildings, the ocean and even galaxies in outer space. 2. Improved access to education • Distance learning and online tutorials make education possible for everyone who has no access to educational institutes. • The new ways of learning, e.g. interactive multimedia and virtual reality, makes the learning process more interesting. Definition Information and Communication Technology (ICT) is the processing of data using computer hardware and software and distribution of information using telecommunications such as the Internet. ICT is defined as the technologies that help us record, store, process, retrieve, transfer, and receive information electronically in a digital form. Examples of ICT devices are personal computers, laptops, smart devices such as iPads, e-readers, smartphones, etc. Introductory theory of Information and Communication Technology (ICT) 3 FutureManagers 3. Entertainment • The use of ICT to access information has brought new opportunities for leisure and entertainment. Watch videos or play online games on the Internet. • Using the Internet to get information on holiday packages, hotel prices, etc. Planning a vacation and booking your accommodation and airline tickets online. Paying online by using a credit card or via an electronic funds transfer (EFT) payment directly from your account to the airline or hotel. 4. Improved communication • By using ICT, communication has become better and cheaper. Email and social networks, such as Facebook, enable everyone to have daily contact with others. It is much faster and cheaper than the past when letters and telegrams were sent via the post office and telephones. • Using a modem and electronic mailing software (e.g. MS Outlook) to send not only messages, but also files, photos or information quickly and easily to any part of the world.
eBook - PDF- Emerald Group Publishing Limited(Author)
- 2015(Publication Date)
- Emerald Group Publishing Limited(Publisher)
This is a new platform for communication between hotels and customers, so there is the opportunity for managers to find out what customers like and dislike. Hotel managers should spend more time and efforts establishing this effective communication strategy by addressing customers’ complaints to gain customers’ trust and return business. The rapid development of ICTs has led to an unprecedented revolution in the hospitality industry. At present, ICTs are used as new tools for hospitality market-ing and management, as well as a platform that links suppliers and customers. Increasingly, the impacts of ICTs are becoming stronger as they are an integral part of the competitiveness of hospitality firms. This paper reviews the development of ICT usage in hospitality from the perspective of suppliers. It contributes to enabling hospitality practitioners and researchers to better understand the recent research findings and the managerial applications of ICTs. On the basis of the findings of a content analysis of 88 published articles, ICTs appear to play an important role in 130 Crystal Ip et al. strategic and operational management. Despite the strong emphasis placed on ICTs by hospitality researchers, some managers are still reluctant to fully implement ICTs in their organizations. A major limitation of this study is the inclusion of relevant publications only from selected journals. In this study, eight leading hospitality research journals were included. Publications from other journals, particularly information-technology-oriented publications such as Information Technology & Tourism , Information Technology in Hospitality , and proceedings of the ENTER conferences, the world’s largest annual event on tourism technology, were excluded. Moreover, this study focuses only on the perspective of suppliers, and the perspective of consumers and technological development are not examined. Hence, future studies should incorpo-rate these other aspects into the analysis.
eBook - PDFThinking Beyond Technology
Creating New Value in Business
- J. DiVanna(Author)
- 2002(Publication Date)
- Palgrave Macmillan(Publisher)
147 CHAPTER 4 Customer Interaction Technology has had a long-lasting relationship with bridging the actions of customers to various components of a company’s business processes. These processes have typically been labelled ‘customer order fulfilment’, ‘customer management’, ‘customer services’ and, simply, ‘order proces- sing’, which represented their basic functions. The application of technology has traditionally been focused on inwardly optimizing these processes with the express intention of reducing processing cost, increasing the number of transactions or improving customer service. Technologies such as the Internet permit these processes to be extended beyond the confines of the corporation directly to the customer. The initial focus of applying new technologies to these processes was to allow existing customers to place orders and thus lure new customers from competitors. The new challenge for businesses using technology is to present a clear and definable value proposition to their customers. In his book The Agenda, Michael Hammer gets to the heart of the customer value issue: ‘What customers care about is themselves, and from their point of view, your only excuse for existence is your ability to improve their lives and their businesses.’ 119 Value propositions must be developed from the customers’ point of view, and not from the product perspective. It is inter- esting to note that this seemingly straightforward statement – which most companies will attest to be their express objective – reminds us that com- panies rarely invite customers to help in the product development cycle or the reengineering of the customer services process. It could be argued that a company’s most valuable asset is its existing customers. Developing a customer-centric viewpoint has less to do with technology and more to do with resources, time and organizational attitude.
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