By Suzana 
Technology is virtually inescapable in modern society. From social media to news sites, we have a multitude of sources and venues to post questions or provide answers. With the increase of technology, though, comes constant connectivity to the outside world. Many doctors have cited studies stating that this can be a bad thing for teenagers. However, it can also be a bad thing with adults in workplace settings.
The Need for Conversation
The act of talking to people seems to be a dwindling art. With rising anxiety levels amongst individuals young and old, it raises the question of whether people prefer talking to a machine or to another person. In a world where communication is predominantly performed by text and email, how important is it to maintain good customer service? It is believed that in order to compete with leading companies, being service oriented is key. Therefore, it’s imperative to continue to provide more options for customers to communicate to businesses.
Despite the overwhelming need for online interaction in modern business, there remains a particular charm and appreciation for face to face or person to person interaction. While individuals may not always be capable of having face to face conversations anymore, value can still be found in telephone conversations which don’t involve an extensive phone tree. Simply knowing there is a person somewhere in the world who is willing to help can bring in a wealth of networking and other business opportunities for a company.
Methods of Communication
We are fortunate to live in a society that still promotes genuine conversations over automated messages. When businesses promote the use of apps such as FaceTime, Skype, and others which feature video and voice calling, customers have the opportunity to contact a real person as opposed to a bot. Since landlines are quickly becoming a thing of the past, these apps give cell phone users multiple options in terms of contacting a service should a simple phone call to the company not be sufficient.
For those who still struggle with speaking, whether due to disability or other reasons, it may be intimidating seeking help in a technological world. However, there is a growing number of websites that offer immediate assistance through chat rooms. Some chat rooms feature a series of automated questions for you to answer prior to being connected to an actual individual, while others will get you in contact with a service member right away.
Providing good service to a customer remains the same as it has always been, but with minor language differences. Stay courteous. Be willing to help. Leave the customer with more information than they arrived with. Should a question remain unanswered, provide the customer with a direction to pursue their question. These basic rules can and have evolved with technology. Whether you seek help in a chat room, over the phone, or during a video call, someone is available to help.
