“Business would not be the same as it is today without the advancements in technology” (SBDC). Advances in technology have significantly affected the way businesses operate and are increasing the effectiveness of customer interactions in a number of ways. Technologies have offered a new approach to doing business more efficiently and are now playing an important role in it
Firstly, thanks to technology, there has been a transition from having a person as a representative to help customers to a customer self-service that uses automated systems that comprehend customers’ needs and can get the most of their questions and concerns addressed quickly. Having an automated system is beneficial for both businesses and customers. Businesses can save more money on labor since they won’t need as many representatives. They will be able to provide a better service to their customers and be more precise. From a customer representative, it will be a better option since they will be able to get help whenever they need it. These systems allow customers to have access 24/7 when needing to get issues resolved or make purchases of goods or services. With automated systems, customers also have the option to make appointments, request technical support, and other options rather than having to make a phone call and wait for a long time to get help.
Customer feedback is another factor that confirms the importance of technology for modern business. Companies that use different applications and services to interact with their customers and get feedback from them with the end of making a better filter that will meet the customer's needs and wants are getting better and growing so much faster than the rest. Most of these companies use social media and the Internet to ask their customer to post reviews of their experience. This gives prospects the ability to see what other customers think of their business and helps to acquire new customers by building trust online. Is also a way for businesses to improve their communication process with their customers. The different apps like emails, texts, websites, and so many others facilitate the improvement of better communication which brings so much more feedback, opinions, inquiries, and questions. All of these is what creates a better function and give business ideas to make changes and improve in order to meet their customer needs and wants.
And the final important technological advance that helps businesses is web conferencing. This is an easy way for salespeople, representatives, and other people in the company to interact with each other and discuss any topic without the need of being physically in a meeting room. Companies no longer need to save and make multiple copies of documents needed for meetings. With apps like Google Docs, they can share these documents and spreadsheets with everyone on the team and get feedback from their colleagues. Anyone can now do business from anywhere using all these features. Also, it helps employees to work flexible hours outside the office whenever there is an emergency or a life conflict. There are different software and tools that ensure that employees can stay connected, even when they’re not in the same place. There are web chats that can also help businesses keep in touch with every employee and get solutions sooner.
Thus, the importance of technology in today's business is evident given the benefits it provides. But with all these technological systems added to the business, it is imperative that every company keeps its data and information secure and accessible for whatever is needed. This is always the bad side of the story. As technology drives business, there can be many good outcomes, and there can also be bad outcomes.