Essay Sample on The Effect of Increased Investment in IT on the Level of Customer Satisfaction

Introduction

Over the last two decades, IT has radically transformed how information is shared between organizations and their customers. The advent of the internet has led to the rise of a wave of technological tools that enable employees to address the complaints and concerns of customers promptly and this has made many organizations to hold IT with high regard because it allows them to deal with customer issues adequately. As technology develops, new tools emerge, forcing business firms to revise their IT strategies to take advantage of the benefits of the new technological tools in the market. In the effort to adapt to the ever-changing technological landscape, organizations have been forced to scale up their investments in IT to offer customers the best service possible. Therefore, the topic seeks to answer the question: Does increased investment in IT infrastructure translate to higher levels of customer satisfaction? An answer to this question would help in making decisions regarding IT investments specifically designed to improve customer service.

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The Impact of Deployment of Artificial Intelligence on Customer Satisfaction

Artificial Intelligence (AoT) has shown to be a critical IT tool in many areas of business engagement. Today, sectors such as manufacturing have seen increased use of AoT in the form of robots to improve efficiency thereby reducing the cost of resources used in the production process. AoT is also taking root in customer service. This technology enables the organization to gather as much information as possible about the customer and come up with features that seek to increase their satisfaction. The significant aspect of the use of AoT in customer service is that it enables the workers of a given organization to understand the needs of the clients and, therefore, devise appropriate ways of dealing with their issues with a view of satisfying their needs and wants. Hence, the fundamental questions that this topic seeks to answer are as to whether intensive learning about the customer and their anticipating needs equip customer service representatives better in addressing customer issues and also as to whether AoT tools increase the level of satisfaction of clients through self-service platforms. As such, the topic would provide information about the potential of AoT in changing how customer service is conducted.

Onsite Chatting Services and Customer Experience

As technology continues to advance online chats have occupied an integral part of this revolution. Live online chatting services have become a standard feature in customer service. Since the advent of social media, customers have found these platforms useful in seeking services from their service providers. Basic internet access is enough to link the customer with the organization. These IT tools enable customers and employees of organizations to interact seamlessly through a platform that facilitates the direct exchange of messages. This is part of the new customer service revolution that has seen most of the customer issues to be handled away from the precincts of organizations. Here, the customer issues are resolved thereby saving the time and money of visiting the physical location of the organization. The question that arises, however, is whether the online chatting services improve customer experience. Customer experience is essential to determine the level of customer satisfaction after an interaction with an organization. Thus, the question that is supposed to be answered in the topic is: Do online chatting services improve customer experience?