202: Customer Service Tech

Adam and Jeannie look at customer service tech from the past, present and future to help you take the risks out of upgrading. Customer service tech: Helpful or harmful? Businesses of all kinds are implementing artificial intelligence and other cutting edge technology to make customer service faster, more accurate, and more efficient. Customer service tech has taken some great leaps, but is it taking over completely? Not so fast! From chat bots to supermarket self-checkouts and beyond, customer service tech has taken quite a bit of the human element from some of our day-to-day experiences. But it has not come without a cost. Larger companies have taken big risks by rolling out new tech that resulted in unforeseen challenges, lost productivity, and customer pushback. Most of us can’t afford to risk losing customers while we test out our new tech. So how can we implement this new technology without creating gaps in the customer experience, or alienating customers when they need you the most? Adam and Jeannie share some great examples of customer service tech gone wrong, and what could have been done to make it right from the start. What new tech are you implementing in your business? We’re here to help you look before you leap. Listen in! Related Content 360Connext® post, Why Customer Service Technology Can’t Replace Humans Customers That Stick® post, Self Service Should Never Mean Solo Service Episode 153: Training for New Customer Service Technology Episode 174: Robert Scoble, Augmented Reality and the Fourth Transformation We’re on C-Suite Radio! Check it out for more great podcasts Sponsor message: Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices