I recently received an email from a consultant who services Banks, on the helplessness he felt with the use of technology. It was too much of technology which bothered him. If he could just speak with a customer service rep, he would be able to solve his issue. He was mostly frustrated in his transacting with Banks. That got me thinking.. are we really being inundated with technology?
Most friends that I know love Facebook. Google is a household name. And searching is not a difficult function. So what is so hard here about technology and why do businesses rely on it? I think in today’s age, technology has taken on the role of conducting a business. In what an eCommerce shop does for e.g. it will help notify your customers of a shipment, it will help them make a payment from the comfort and security of their homes and it will help you reach out to them as well.
There is room for more technology I feel.. cancel an order, reschedule it etc at the touch of a button. Maybe this is too cold and lacks the warmth a human voice echoes. But do you really want 10 calls indicating your order status? An SMS is less intruding and more easy to file away for your records.
Perhaps the key is in how the business is organized for the customer and how much importance it gives to their comfort.
Most friends that I know love Facebook. Google is a household name. And searching is not a difficult function. So what is so hard here about technology and why do businesses rely on it? I think in today’s age, technology has taken on the role of conducting a business. In what an eCommerce shop does for e.g. it will help notify your customers of a shipment, it will help them make a payment from the comfort and security of their homes and it will help you reach out to them as well.
There is room for more technology I feel.. cancel an order, reschedule it etc at the touch of a button. Maybe this is too cold and lacks the warmth a human voice echoes. But do you really want 10 calls indicating your order status? An SMS is less intruding and more easy to file away for your records.
Perhaps the key is in how the business is organized for the customer and how much importance it gives to their comfort.
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