Customer service is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services. Each industry requires different levels of customer service,[1] but towards the end, the idea of a well-performed service is that of increasing revenues. The perception of success of the customer service interactions is dependent on employees "who can adjust themselves to the personality of the customer".[2] Customer service is often practiced in a way that reflects the strategies and values of a firm. Good quality customer service is usually measured through customer retention.
Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in the industry. One good customer service experience can change the entire perception a customer holds towards the organization.[3] It is expected that AI-based chatbots will significantly impact customer service and call centre roles and will increase productivity substantially.[4][5][6] Many organisations have already adopted AI chatbots to improve their customer service experience.[6][7][5]
The evolution in the service industry has identified the needs of consumers. Companies usually create policies or standards to guide their personnel to follow their particular service package. A service package is a combination of tangible and intangible characteristics a firm uses to take care of its clients.[8]
^Lucas, Robert (2015). Customer Service Skills For Success. New York: McGraw-Hill. ISBN 978-0-07-354546-2.
^Buchanan, Leigh (1 March 2011). "A Customer Service Makeover". Inc. magazine. Retrieved 29 Oct 2012.
^Teresa Swartz, Dawn Iacobucci. Handbook of Services Marketing and Management. Thousand Oaks, CA: Sage
^Adam, M., Wessel, M. & Benlian, A. AI-based chatbots in customer service and their effects on user compliance. Electron Markets 31, 427–445 (2021). doi:10.1007/s12525-020-00414-7
^ abKrishnan, C., Gupta, A., Gupta, A., Singh, G. (2022). Impact of Artificial Intelligence-Based Chatbots on Customer Engagement and Business Growth. In: Hong, TP., Serrano-Estrada, L., Saxena, A., Biswas, A. (eds) Deep Learning for Social Media Data Analytics. Studies in Big Data, vol 113. Springer, Cham. doi:10.1007/978-3-031-10869-3_11
^ ab"AI-enabled customer service is now the quickest and most effective route for institutions to deliver personalized, proactive experiences that drive customer engagement". New York: McKinsey & Company. March 27, 2023.
^Brandon Turpin (August 2, 2023). "How chatbots can provide a better customer experience". IBM.
^Bordoloi, Sanjeev (2019). Service Management Operations, Strategy, Information Technology. New York: McGraw-Hill. ISBN 978-1-260-09242-4.
Customerservice is the assistance and advice provided by a company through phone, online chat, and e-mail to those who buy or use its products or services...
commerce, and economics, a customer (sometimes known as a client, buyer, or purchaser) is the recipient of a good, service, product, or an idea, obtained...
CRM. This complete connection covers direct contact with customers, such as sales and service-related operations, forecasting, and the analysis of consumer...
Customerservice representatives, customerservice advisors, customerservice agents, or customerservice associates are employees who interact with customers...
business to customer relationships, in which a customer goes to the business in order to purchase a product or service. In customer to customer markets,...
Customerservice training (CST) refers to teaching employees the knowledge, skills, and competencies required to increase customer satisfaction. Any employee...
In telecommunication, a customerservice unit (CSU) is a device that provides an accessing arrangement at a user location to either switched or point-to-point...
Customer Support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning...
Customer satisfaction is a term frequently used in marketing to evaluate customer experience. It is a measure of how products and services supplied by...
experiences of a product or service. According to Forrester Research (via Fast Company), the foundational elements of a remarkable customer experience consist...
administration, service quality is an achievement in customerservice. It reflects at each service encounter. Customers form service expectations from...
In computing, a service pack comprises a collection of updates, fixes, or enhancements to a software program delivered in the form of a single installable...
and other customer-facing departments, such as marketing and sales services IT infrastructure and application development knowledge services, including...
The CustomerService Excellence, (previously the "Charter Mark") is an accreditation for organisations, intended to indicate an independent validation...
IT service management is characterized by adopting a process approach towards management, focusing on customer needs and IT services for customers rather...
invoices for the VAT-exempt services it provides (airfares), poor working conditions, heavy use of extra charges, poor customerservice, and tendency to intentionally...
over its recent history. Customers of the telecommunications company report low levels of customer satisfaction on both service and cost. Comcast has also...
level of service. Even if the user never upgrades to the paid version, it helps the company capture a higher market share and displace customers from a...
subject-matter domains. A major area where chatbots have long been used is in customerservice and support, with various sorts of virtual assistants. Companies spanning...
CustomerService Assurance (CSA) in telecom and Internet services means the collection of Communications Service Provider (CSP) customer usage information...
"The customer is always right" is a motto or slogan which exhorts service staff to give a high priority to customer satisfaction. It was popularised by...
The service recovery paradox (SRP) is a situation in which a customer thinks more highly of a company after the company has corrected a problem with their...
management for services has the functional responsibility for producing the services of an organization and providing them directly to its customers.: 6–7 It...
retain new customers is related not only to its product or services, but also to the way it services its existing customers, the value the customers actually...
The CustomerService System (CSS) of the BT Group (previously British Telecommunications) is the core operational support system for BT, bringing in 70%...
at major corporations. Contact center as a service (CCaaS) has become a core solution of the CX (customer experience) industry, with the CCaaS market...
A customer review is an evaluation of a product or service made by someone who has purchased and used, or had experience with, a product or service. Customer...
Service recovery is an organization's resolution of problems from dissatisfied customers, converting those customers into loyal customers. It is the action...
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