Technologies to keep the customer happy

LAST year saw the rapid evolution of the demanding customer. Technology advancements lead to expectations of shorter timeframes, greater efficiencies and excellent personalised service. Easy access to information means customers are savvy about the products they purchase and competing products available. The rise of social media has given customers the ability to publicly express their experiences - both good and bad - to a large audience.

These developments not only force companies to re-assess the way they interact with their customers, they also mean that customer service is becoming a more vital function in any business.

SMEs are often caught in the middle. They do not have big budgets associated with larger companies to hire and train more customer service agents. They also do not have the flexibility or ability to test the market like start-ups. The answer lies in technologies that make customer service more agile and responsive. These do so by enabling businesses to understand their customers better, respond quickly and provide more personalised service.