Introduction
In the 21st century, customer services are becoming a necessity. Every customer is seeking a business that will offer them an ear, listen to their queries, and offer immediate or timely solution. Also, due to digitization and internet advancement, customers are no longer relying solely on influence of their peers. Instead, they are seeking detailed information about a product or a service before making a purchasing decision. Hence, the more a company takes time to interact and share information about its products and services, the higher the chances of earning more revenues and profits.
Accordingly, in the current digital-driven era, personalization is a core in business success. Customers are always preferring business that will treat them as individual through offering personalized services, offers, and updates (Pogorelova et al, 2016). A customer will develop interest on a business where they are recognized by their names. They will become customers of those business which means a continuity of the ventures profitability (Radziszewska, 2013). Notably, the business arena is now more competitive. As such, if business must win in the battle they be able to offer reliable and satisfactory customer services.
Furthermore, the world is now flat and e-commerce is the new business order. For you to serve you customers better, you need to be available any moment they need your help (Hänninen, 2017). However, due to time zone differences, this goal may not be an easy task. Essentially, hiring customer service providers to operate around the clock can be expensive. Particularly, if you are operating a small business, hiring enough staff can be a great challenge due to financial constraints that are a major issue with startups and business at this level.
Despite all these challenges, business can enhance their customer care through automation and application of machine learning as well as artificial intelligence. Automation deals with taking up of activities that require human to accomplish and using devices or machines that apply artificial intelligence to complete them (Adaji & Vassileva, 2016). This approach is applicable in several sectors that include banking through the use of ATM machines and other automated areas. Can the same approach work on the customer service department?