Question

Short Answer:

I believe that it is quite easy to find numerous ways in which the expanded use of Technology in the customer service field has led to improvements in service. But does expanded technology have a downside?  Does it cause any problems for customers and for businesses using it? Explain in detail some of what you see as potential drawbacks to the expanded reach of technology in Customer Service.

Answer 1

The possible drawbacks of using technology in customer service are:

• The security risks are higher in using technology nowadays as hackers can get easy access to the private and confidential data of consumers. Such data, if compromised, can become a huge security issue for the company and can result in a loss of trust and standing in the industry along with a loss of customers.
• The technological advances reduce human interaction between the sales team and the customers. Therefore, there is less opportunity to forge real relationships with clients. Also, the channels to receive feedback becomes more difficult as sales teams have fewer opportunities to observe the customer's behavior, expressions and thus, predicting their reaction about a product or service.
• Technology can easily become obsolete therefore, it is quite possible that a huge investment in technology might yield minimum profit and then the technology becomes obsolete requiring for new investment in newer technologies.