Societal Factors affecting customer service

Humor

How Restaurants and Technology Are Coming Together

Tech is changing the nature of service at restaurants across the country.

https://www.fool.com/investing/2017/05/28/how-restaurants-and-technology-are-coming-together.aspx

Changing the rules of engagement: How automation is shaping the future of customer service

New technology, automation and new ways of communicating – particularly through social media – have revolutionised the customer service landscape.

http://realbusiness.co.uk/tech-and-innovation/2017/05/18/changing-the-rules-of-engagement-how-automation-is-shaping-the-future-of-customer-service/

Delta to test facial-recognition tech on new self-service bag drop

A new-age technology that would identify passengers by scanning their faces is set for a test this summer at a major U.S. airport.

Delta will use facial-recognition technology as it tests new self-service bag drop stations at its second-busiest hub in Minnesota.

The face-scanning station, which Delta says would be the first biometric-based bag drop system in the United States, would attempt to verify fliers’ identities by matching faces to their passport photos when they check bags at the self-service belt.

If successful, passengers using biometric-enabled self-check-in and the self-service bag drops could proceed to security all without interacting with a Delta agent.

Gareth Joyce, Delta’s SVP - Airport Customer Service and Cargo, called the $600,000 initiative "the next step in curating an airport experience that integrates thoughtful innovation from start to finish."

https://www.usatoday.com/story/travel/flights/todayinthesky/2017/05/15/delta-test-facial-recognition-tech-new-self-service-bag-drops/101703956/

Twitter pushes into customer service – can it prove to be successful?

http://www.itproportal.com/features/twitter-pushes-into-customer-service-can-it-prove-to-be-successful/

Twitter released new personalisation features, allowing customers to share their locations when interacting with branded chatbots through Twitter’s Direct Message service

Data Enabler Startup ItsOn Brings Wireless Carriers Into The 21st Century

http://www.pymnts.com/mobile/2017/data-enabler-and-cloud-automation-startup-itson-brings-wireless-carriers-into-21st-century-and-into-the-cloud/

Why customer service should be about expecting the unexpected

How to Choose the Best Customer Care Technology

http://multichannelmerchant.com/blog/how-to-choose-the-best-customer-care-technology/

When it comes to technology, change is constant and rapid. However, while consumers adopt new gadgets, platforms, and services quickly, why do established brands scramble to keep up?

With fast consumer adoption comes rapidly growing consumer expectations, and greater punishment for companies that lag behind. Take Twitter as one recent example. In 2007, the platform tipped into the mainstream, but brands wouldn’t join consumers there for two more years, realizing that they could either let consumers complain publicly about them, or show up and deliver service. By today’s standards, early attempts were rough at best, and brands had  a steep learning curve to developing robust — and profitable — social media strategies.

The next frontier after social media is messaging. Apps like WhatsApp, Facebook Messenger, iMessage and others superseded social platforms as the primary activity on smartphones in early 2015, according to research.

Point-Of-Sale Technology Heads Back To The Future

By Mark Shutt, Principal and Chuck Winter, Technology Leader at North Highland

Customer experience is constantly being redefined. It is informed by technology, customer data, popular trends and fads, among other factors. Unfortunately, all too often a customer’s experience is defined by how the business wants them to engage within their store and does not match the consumer’s preferences. This is most evident in point-of-sale (POS) interactions.Screenshot 2017 05 23 11.27.43
To understand today’s POS ecosystem we need to understand how retailers managed purchasing interactions in the past. The original cash register was a cigar box with the sole function of holding cash (and hopefully keeping it dry). Over the decades there were various iterations of this simple concept with the main innovation being the addition of functionality to add up numbers to track each sale and calculate any change to be tendered. Fast forward to the 1980s and additional features were added including credit card systems, price look up, inventory counts, coupon printers and customer loyalty programs. As we forge ahead into 2017, a decomposing of multi-purpose POS technology to support omni-channel commerce is taking place with some capabilities of this shift reflected in a return to the simple sales transaction functions found at the register of yesteryear. For customers, this holds the potential to encourage easier commerce exchange and for the retailer, complexity into the technology needed to create an improved customer experience.

https://pointofsale.com/On-Managing/Point-of-Sale-Technology-Heads-Back-to-the-Future.html

Chatbots and Customer Service Augment the Future of Banking

With more than 50 percent of financial services companies working on a chatbot project, mobile banking leaders should be following the latest developments in this technology. Chatbots have officially reached buzzword status in Silicon Valley, as investment is pouring in to create a new generation of AI that can generate its own conversations.

What’s driving the growth? A big step up in performance. What does it mean it all mean for you? It’s never been more important to stay on top of this rapidly changing business and technology development so that innovators and decision-makers can make their business a part of the next generation of banking.

https://insights.samsung.com/2017/05/17/chatbots-and-customer-service-augment-the-future-of-banking/

Customer Service And The Insurance Industry: Best Practices We All Can Learn From

https://www.forbes.com/sites/micahsolomon/2017/06/02/what-the-insurance-industry-can-teach-you-about-customer-service-and-client-focus/#3b29b5185f08

How the cloud is changing customer service

Claro, Telefónica, Tigo...

5 innovative ways to improve your retail business

https://thenextweb.com/contributors/2017/05/15/5-innovative-ways-improve-retail-business-technology/#.tnw_kdrUdkAO

Retail and e-commerce is one of the most competitive industries. Besides some of the more major players such as eBay, Amazon, Walmart, and Target, thousands of smaller eCommerce products have flooded the market. In order to stand out among your competitors, win more customers, and, as a result, increase your revenue, you should keep an eye on the latest technological advancements.

By adopting new technologies within your retail business, you will be able to grow your sales, increase brand awareness and customer loyalty, and improve your customer service. This is only the tip of the iceberg. Technological innovations are at the core of any future-ready, successful business.

Based on our hands-on experience and vast domain knowledge, the following innovative tools and solutions have proven to be the most beneficial in retail.

Consumers prefer chatting with customer service bots for simple tasks, new research finds

89% of global consumers rate their overall perception of bots as "positive" or "neutral"

http://www.prnewswire.com/news-releases/consumers-prefer-chatting-with-customer-service-bots-for-simple-tasks-new-research-finds-300456751.html

Apple Is Bringing Its Popular Messaging App to Businesses

http://fortune.com/2017/06/07/apple-businesses-imessage/

Apple could be following in the footsteps of Facebook, bringing business conversations to its popular mobile messaging app, iMessage.

According to a page set up on Apple's developer portal, the company is offering a new tool for businesses to connect with customers directly from iMessage. The new feature, first spotted by TechCrunch, is meant to let businesses chat with customers, provide answers to questions, and complete other customer service requests. Apple also said that businesses can charge customers for services and products using iMessage, possibly using Apple's mobile payments wallet, Apple Pay, to complete transactions.

The Cupertino-based company said it would be revealing more details about the new service during its annual developer conference, WWDC, which is taking place this week in San Jose.

Westpac looks to bots after customer service upgrade

http://www.afr.com/technology/westpac-looks-to-bots-after-customer-service-upgrade-20170604-gwk977

Westpac has completed a multimillion-dollar upgrade of its customer service platforms, designed to let it follow inquiries across devices and begin to experiment with smart bots to handle some tasks instead of people.

The upgrade means the bank can better handle an estimated 65 million customer interactions each year, and it is hoped this will eliminate the bane of customers' existence; explaining a problem from scratch each time they call up or change channels.

Technology is the answer

Humor

Mobile Payment Options Should Drive Growth For McDonald's, Burger King

As the restaurant industry struggles to grow revenues amidst a challenging environment, brand differentiation is likely to be the key factor to drive revenues in the future. Menu innovation and better customer service via digital platforms are the two key areas where quick service restaurants are looking to distinguish themselves from other players. While Starbucks and Dunkin’ Brands already have successful mobile order and pay systems, fast food companies such as McDonald’s and Burger King – owned by Restaurant Brands International (NYSE: QSR) — are in the process of launching their digital ordering platforms this year. Burger King is likely to roll out this system in the next few months, ahead of McDonald’s expected year-end launch, giving it a first mover’s advantage. An efficient model can give Burger King an edge for the few months when McDonald’s does not have its digital platform rolled out. Shorter queues and wait times could help attract customers, though food quality and menu are likely to be the key driving factors in the long term.

https://www.forbes.com/sites/greatspeculations/2017/05/15/mobile-payment-options-should-drive-growth-for-mcdonalds-burger-king/#1b50b0854280

Orderbot Joins the Shopify Plus Technology Partner Program

http://www.prweb.com/releases/2017/06/prweb14380001.htm

Orderbot, the omnichannel order management and retail operations system for ecommerce and wholesale companies, is now a strategic partner of Shopify Plus. Through a pre-built integration, Shopify Plus merchants have access to Orderbot’s pioneering cloud-based platform, which improves customer satisfaction and manages back-end operations all in one place.

“We’re delighted to welcome Orderbot to the Shopify Plus Technology Partner Program,” said Jamie Sutton, Head of Technology Partnerships of Shopify Plus. “Orderbot’s best-in-class solution and their ability to support the growth of our Shopify Plus merchants is why we selected them to offer their streamlined order management process to customers on Shopify Plus.”

How Machine Learning Will Change the Concept of Customer Service

For every service based business, the customer is always treated as the bread and butter for your business. Entertaining your customer with top level satisfaction, all day assistance is your sole responsibility to amplify your business.

But today, with the introduction of machine learning, the concept of using manpower to entertain your customers has declined. Every established business are using the chatbots to serve their customers with the best ever responses without any delay.

http://customerthink.com/how-machine-learning-will-change-the-concept-of-customer-service/

Does Technology Make Customer Care More Or Less Human?

https://www.forbes.com/sites/baldwincunningham/2016/04/11/does-technology-make-customer-care-more-or-less-human/#658579671f75


In the video above, AKQA’s Ben Jones makes the argument that technology should give brands the ability to get closer to their customers and provide them deeper, more human service, but that often it is the opposite that happens. Instead of talking to a person, consumers end up talking to a website.

So, how did we get here?

Social media and service

In the early years of Facebook and Twitter, it quickly became clear to brands that social media was creating a totally new relationship between companies and their customers.

Technology did not kill customer service...

Should doctors use WhatsApp to bypass archaic NHS tech?

Being able to seek advice on patient care is invaluable but I worry about how to keep sensitive information confidential.

It’s Thursday night, and as I gear myself up for yet another round of night shifts a message flashes across my phone screen – it’s a group of colleagues on WhatsApp. They’re discussing an anonymised foetal cardiac tracing, recorded during the course of a birth, and sharing thoughts on the interpretation and appropriate management. I’m amazed and grateful for these kinds of learning opportunities and they’re a testament to just how far technology has developed over the last 10 years. The ability to share and discuss a patient’s clinical case helps doctors to seek advice at crucial moments. The opportunities for learning are endless.

HIGH TECH INNOVATIONS IN THE PHARMACY

Technology is quickly transforming the pharmacy and helping pharmacists enhance operational efficiency, provide better customer service and improve patient outcomes. Advances in automation, data analytics and improved diagnostics are beginning to yield significant benefits.

High tech on the high seas: Carnival cruises' smart makeover

Carnival is not alone in its experiment with bringing more tech on board its ships, with competitors like Royal Caribbean boasting of a "smart concierge" and MSC integrating virtual reality experiences into its cruises.

This is a big leap for an industry in which the most luxurious cruise lines like Crystal or Regent Seven Seas haven't felt the need to upgrade because "their focus is very much on personal service," said Sue Bryant, cruise editor at The Sunday Times.

Carnival is hoping that more personal service is exactly what the Medallion project will enable.

To see what it takes to transform a cruise ship into what is effectively a massive, seaborne smart home, I traveled to Hamburg in the north of Germany to view the final touches to the upgrade.

https://www.cnet.com/news/carnival-cruises-regal-princess-smart-tech-makeover/

Understanding your customer

Forrester's Top 10 Customer Service Trends for 2016

Chatbots and Customer Service Augment the Future of Banking

With more than 50 percent of financial services companies working on a chatbot project, mobile banking leaders should be following the latest developments in this technology. Chatbots have officially reached buzzword status in Silicon Valley, as investment is pouring in to create a new generation of AI that can generate its own conversations.

What’s driving the growth? A big step up in performance. What does it mean it all mean for you? It’s never been more important to stay on top of this rapidly changing business and technology development so that innovators and decision-makers can make their business a part of the next generation of banking.

It Takes More Than Tech to Give Your Customers the Support They Deserve

There’s an abundance of technology solutions available to help companies streamline their customer support programs. However, technology will only get them so far in their quest to build an effective customer engagement management strategy. This may sound surprising coming from someone who works at a cloud contact center solutions company, but there is no denying that there is a lot more that goes into providing great customer service. The key is to ensure world-class operational processes, accompanied by investments made in world-class software. Here are a few operational best practices to consider:

How Machine Learning Will Change the Concept of Customer Service

For every service based business, the customer is always treated as the bread and butter for your business. Entertaining your customer with top level satisfaction, all day assistance is your sole responsibility to amplify your business.

But today, with the introduction of machine learning, the concept of using manpower to entertain your customers has declined. Every established business are using the chatbots to serve their customers with the best ever responses without any delay.

If you consider the top entrepreneur tips, you will find the following factors that help you find the importance of machine learning in growing your business.

Social Media: Too Much of a Good Thing? | Samia Khan | TEDxTerryTalks

Servicio al cliente done right :)

Customer Service @ The Office

WITH APPLE PAY DOMINATING THE INDUSTRY, COULD APPLE BANK FOLLOW?

The tech giant has the tools to launch Apple Bank

https://thebossmagazine.com/apple-bank-industry/

Improving customer experience in enterprise technology

Customer experience in enterprise technology has long been an afterthought. But as more products and services move to the cloud, companies need to make customer experience a priority.

Microsoft Dynamics CRM Customer Service

Human Emulation Technology Redefines Customer Service

Otro chiste...

Chistesito

IBM Watson Delivers Customer Service

Can Technology Replace Customer Service in the Restaurant Marketplace?

“Integrating technology into a restaurant operation can enhance both customer service and efficiency, and our new research clearly shows that consumers have a strong interest in using tech like smartphone apps, ordering kiosks and mobile payment when dining out,” said Hudson Riehle, senior vice president of research at the National Restaurant Association.

"More than half of consumers surveyed for this year’s Forecast said they would use table-side electronic payment options at table service restaurants and another 44 percent said they would use a table-side ordering system. In addition, nearly one-third of consumers polled said they would use mobile payment options, and four in 10 claimed they would use tablet menus on devices such as iPads. Another 50 percent would use smartphone apps for viewing menus, ordering or making reservations.”

VIRTUAL REALITY CUSTOMER SUPPORT

Virtual Reality is an exciting new channel for customer support and one that requires a unique approach. Immersion is the key characteristic that differentiates VR experiences from any other digital experience, and breaking that immersion should be avoided if at all possible. User-friendliness and effortlessness are key components of an excellent customer experience. For that reason, 5CA aims to provide support to end-users from directly inside the virtual experience, whether that is a game, a virtual guided tour, or any VR experience imaginable.

https://www.5ca.com/customer-support-technology/virtual-reality/

Customer service on social media and how people adapt to technology

2015's Customer Service Hall of Fame

24/7 Wall Street with Douglas McIntyre on the companies with the best customer service. This is their annual Customer Service Hall of Fame. Michael Monday, USA TODAY

https://www.usatoday.com/story/money/business/2015/07/24/24-7-wall-st-customer-service-hall-fame/30599943/

Los bots

Wal-Mart looks at drones

Wal-Mart Stores Inc. is constantly looking for ways to improve in-store shopping in hopes of enticing customers to continue walking through the doors of its more than 4,600 U.S. locations.

One potential solution could be the use of unmanned aircraft systems, or drones, as a way to retrieve packages from one part of the store and deliver them to customers in another.

Wal-Mart received patent approval from the U.S. government in April for what it described as a "method to carry an item within a retail shopping facility." The retailer's plans -- and reasons for developing an in-store drone system to pick up and drop off inventory -- were outlined in a patent application filed Sept. 13, 2016, and published March 16, according to patent-approval documents.

How technology could change the DMV: mobile driver’s licenses, cars that issue speeding tickets and more

https://www.geekwire.com/2017/technology-change-dmv-mobile-drivers-licenses-cars-issue-speeding-tickets/

7 Big Tech Trends That Are Changing the Way We Make Things

7 Big Tech Trends That Are Changing the Way We Make Things: Manufacturing is dirty, dull, and outmoded. It’s a slow-moving industry stuck in the past as new technologies out of Silicon Valley threaten to upend it. Stereotypes are fun, and misleading. Let’s not forget manufacturing is the industry that made the modern age. While many were musing about robots in science fiction, manufacturers were putting them …

Using Technology to Enhance Customer Service

Jane French, Director, Customer Operations, EPCOR Water US

EPCOR Water US provides water and wastewater services to more than 200,000 customers in Arizona and New Mexico. The utility has strategically aligned its technology for communication with customers to deliver or connect in their preferred format.

Businesses Improving Customer Service By Using New Technology

How changing your approach to customers and technology can make your organisation future fit

It’s hard for a week to go by without hearing another instance of where a business has got it wrong for its customers.

Whether it’s a controversial McDonald’s advert, another United Airlines fiasco or an ill-judged product design from Dove, it’s hard for a week to go by without hearing another instance of where a business has got it wrong for its customers.

Transamerica adds voice recognition to customer service

Voice Pass can authenticate accounts for customers by the sound of their voice.

More...

https://technical.ly/baltimore/2017/05/02/transamerica-voice-pass/

Your Next Customer Service Rep Might Be a Bot

Advances in artificial intelligence are driving wider adoption of conversational AI and turning over more mundane customer service functions to chatbots.

JetBlue is going to let passengers board with just a selfie

This technology could make passports obsolete.

http://www.travelandleisure.com/airlines-airports/jetblue/jetblue-biometrics-selfie-boarding

The Difference In How Gen Z And Millennials Treat Customer Service

The distinction of the most recent demographic cohorts have gotten a bit fuzzy due to the influence of technology and the proportion of children growing up immersed in the online world or that have an intuition towards it. In terms of chronological order, Millennials precede Generation Z, which is sometimes termed the post-Millennial Generation. However, despite this distinction, the years that encompass the Millennial cohort are vague, and Generation Z doesn’t seem to have fully ended yet.

Continue reading...

CIO Stephen J. Gold: 3 ways CVS Health uses technology to improve medication adherence, customer service

CVS Health CIO Stephen J. Gold said pushing the boundaries of innovation has been his top priority since taking the post in 2012. The retail giant uses the reams of patient data it collects—along with a proprietary program it calls an “engagement engine”—to make filling and picking up prescriptions more convenient.

But it also helps patients adhere to their medication regimens using technologies from text messaging to geolocating, he told the Wall Street Journal.

http://www.fiercehealthcare.com/analytics/cio-stephen-j-gold-3-ways-cvs-health-uses-technology-to-improve-medication-adherence

Josh Feast's Cogito Provides Technology To Bring Charm Back To Customer Service

A Series of Forbes Insights Profiles of Thought Leaders Changing the Business Landscape:  Josh Feast, Cofounder and CEO, Cogito

The Customer Service industry is big business, representing a $84.7 billion global market by 2020, according to Radiant Insights. Yet most consumers today still view customer service as a point of frustration when engaging with companies. Often the interaction is highly ....

4 ways to improve customer service through technology

https://smallbiztrends.com/2017/05/improve-customer-service-through-technology.html

EXPERIENCIA DEL CONSUMIDOR, MEJÓRALA CON ESTOS SENCILLOS CONSEJOS

La experiencia del consumidor, la satisfacción que se logra al dar un buen servicio, al recibir una buena recomendación, al ver el gusto con que disfrutan de un producto o servicio es algo sin igual. Que los clientes se “casen con tu marca” sin duda es lo mejor que te puede pasar.

Hoy por hoy las grandes y pequeñas compañías hacen uso de todo lo que tienen a su alcance para llegar a sus consumidores, utilizan twitter, facebook, hacen posicionamiento web, crean aplicaciones para estar más cerca de sus consumidores. Hay millones de oportunidades al alcance.

La experiencia del consumidor y las plataformas digitales....

Customer Service Online Matters

Follow article: http://www.sundayworld.co.za/news/2017/05/03/customer-service-online-matters

Servicio al cliente en el ámbito tributario

Si bien las entidades en el sector oficial persiguen un objetivo diferente al de los negocios particulares, los conceptos gerenciales de la buena administración también les son aplicables..... 

Diferencia entre publicidad y relaciones públicas

Spotify y sus recomendaciones :)

Cuando @SpotifySpain te envía conciertos cercanos en base a tus listas es un servicio al cliente 🔝🔝🔝 pic.twitter.com/JnjZaCHpkc

— Teresa Polavieja (@teresapolavieja) May 30, 2017

Delta Airlines usará el “big data” para un servicio al cliente personalizado

Delta Air Lines ha comenzado a utilizar el “big data” para apoyar el servicio al cliente de sus empleados y diferenciar aún más la experiencia de Delta. La aerolínea está dando a los asistentes de vuelo una lista de clientes priorizados, basada en datos predeterminados, para que puedan generar interacciones más personalizadas con los clientes; como reconocer a clientes según su estatus ?en e?l programa Skymiles, hitos alcanzados con acumulación de millas, haber tenido interrupciones de vuelos recientes o su lealtad como un viajero corporativo.

Esto permite a los asistentes de vuelo identificar rápidamente al cliente y personalizar la interacción a través de una felicitación o disculpa.

El uso de esta innovadora tecnología para el servicio en vuelo no es un hecho menor. Si cada tripulación de vuelo reconoce a 20 clientes en cada vuelo, Delta tocará personalmente la experiencia de viaje de 50.000 clientes cada día.

Fuente: http://modocharlie.com/2017/05/delta-airlines-usara-el-big-data-para-un-servicio-al-cliente-personalizado/

El corazón de Toyota está en el servicio al cliente. #ToyotaTeCuida

ERRORES MAS COMUNES Y FRECUENTE EN EL SERVICIO AL CLIENTE EN LAS PYMES

Por: Alis Medina

Debido a la falta de compromiso por parte de las personas para ofrecer un buen servicio al cliente, con frecuencia viene la insatisfacción y con ello la pérdida repentina del cliente. Es importante señalar que hoy en día, se exige más y se paga menos sobre todo en las empresas que ofrecen servicios.  Cada cliente quiere recibir el servicio acordado.

Interesante Tweet

https://twitter.com/VictorVquijano/status/869638553306845185

Una reflexión...

Totalmente cierto....

Un Chiste

Areas of change in Customer Service

Customer Service Expert Discusses Customer Service and Technology

Go to http://www.Hyken.com to learn more about Shep Hyken, customer service speaker and expert.

A recent article, on RetailWire.com, posed a question about which of two customer loyalty strategies delivered greater ROI. Is it a customer 

5 tips for choosing the right customer service technology

Join Desk.com and Customer Service Labs as we explore how companies can build their customer service groups from the ground up or strategically reinvent their support to match rapid growth and demand. Get tips for choosing the right help desk solution to help your business offer amazing support.