Skip to content

Role of technology innovation in improving customer service

Table of Contents
Role of technology innovation
Reading Time: 4 minutes

Summary:  In the human world, the role of technology innovation has always been playing a crucial role in bringing ingenious transformations. This in turn delivers improvised customer service. Let us see how does technology proves to be a boon for customers in this blog. 


role of technology innovation

In the human world, technology innovation has always been playing a crucial role in bringing ingenious transformations. In terms of customer service, it has been an impetus for dynamic progress for the business. With the current intelligent analytics system, a customer is introduced by the interconnected web. It is created through social media activities, buying patterns, food patterns, online searches, interests as well from more data points aside. However, such technology aids to enhance customer experience while building long-term loyalty among them. 

As per the latest survey by Harvard Business Review, it has been found that businesses having intelligent management strategies enjoy huge benefits that result in unbelievable business growth. However, leveraging technologies for a better customer experience can nourish customer loyalty in an efficient way. 


Faster payments & easy refunds 

Gone are the days when people would make payments with reams of notes. And today, technology has made this trend completely outdated by creating cashless payment systems. As per the recent study, average people carry less cash with them and prefer making payments through online platforms. 

No doubt, we are moving ahead with the technology, and with continuous innovation, the refund systems and modern payment methods have become more transparent and simple to access leading to a number of satisfied and happy customers. 


role of technology innovation


Live chat for better customer interactions

A healthy business revolves around two major factors; strong relationships with customers and flawless communication among them. With the introduction of ‘ web 2.0’, we can find a high level of interactivity among businesses and customers which furthermore gets converted into ‘ interactive marketing’.

Today, most businesses, as well as e-commerce shops, are offering high-tech services including 24*7 customer support, live chatbots, online problem docketing, and much more. The businesses offer these services to their customers while making their customer bases ever large and strong. 

<<Also Read: How B2B Companies can focus on Improving Customer Experience Remotely?>>

Improvised customer engagement 

When considering customer engagement, a number of factors make a crucial contribution. They include dynamic landing pages, push notifications, brilliant displays of product specifications, and much more with technology innovation. 

But, when keeping your customers updated with the product/services, having engaging and seamless communication is important. It is quite important because the more you communicate and engage your customers, the more are the chances to grow your business. But, if you ever fail to implement this approach, you would miss the main purpose of your product update. 

So, not to miss the opportunity, you can launch the update on your website or can make advertising on social media. Because, nowadays, people are more often active on these platforms. Customer engagement showcases a vital role in technology innovation.

role of technology innovation

Timely delivery 

There exist a number of platforms that need to focus on timely delivery. This might include the digital music industry, e-book production companies, cable companies, and more. For an instance, cable companies can leverage advanced technology to resolve customer queries quickly while the digital media industry can utilize advanced forms of technology to improvise their services along with establishing healthy public relations. So, for timely and quick delivery, you can always count on technology innovation. 

Creates emotional bond 

One brilliant way of creating strong customer relationships is to build an emotional connection with the customers. And technology is the best way to build it. With the advanced technology platform, 

Omnichannel service experience 

Today, physical stores are not the only places where customers can interact with your business. Through social media platforms like Facebook, Twitter, WhatsApp, and more, customers can engage with your company in a better way.  However, such accessibility is driving more demands for omnichannel experiences. 

Omnichannel support is quite different from other multichannel support platforms since it can sync your communication channels so that the team members can work flawlessly. Your customer service team can anytime respond to the customers whenever they are engaging in business. And suppose, if a problem is not getting solved on a single communication channel, your customer representatives can simply switch the issue to another medium from where they can get better solutions. This helps in reducing the concerns in the customer experience.

You can incorporate a centralized inbox where all the incoming customer inquiries would be gathered. And no matter from where does an interaction starts, your representatives can utilize the exact interface in order to communicate with your customers. 


role of technology innovation

Real-time messaging

Customers, at present, prefer interacting through chat rather than communicating via email or phone. There exist some technically advanced applications that can help you interact seamlessly. 

<<Also Read: 3 simple ways CRM software can help enhance customer engagement>>

Chatbots & AI 

Chatbots and artificial intelligence are the best innovations that technology could make in CRM. AI and chatbots are the best platforms to improve customer support. It helps customer representatives avoid giving repetitive answers to the same questions while saving a lot of time and human resources. Now the time has come when the customer executives would answer only the toughest queries that a chatbot cannot answer. 

If you have been thinking to deliver great service to the customers, it is all about engaging customers flawlessly. However, customer satisfaction is all about assisting customers to grow while offering additional value to the customers as well as their company. And to achieve this, bots and AI become a crucial part of the team so that they can help executives focus on growing customers while delivering great value from the services and products they have purchased. 


Subscribe To Our Newsletter

  • This field is for validation purposes and should be left unchanged.


At Sage Software Solutions (P) Ltd., we are home to world-class ERP software and CRM software that will solidify your business tech support fundamentals and enable you to build a customer-centric organization. You can also write to us at

Disclaimer: All the information, views, and opinions expressed in this blog are those of the authors and their respective web sources and in no way reflect the principles, views, or objectives of Sage Software Solutions (P) Ltd.

Found this article interesting? Share it on