Customer service

Customer support is a range of consumer services to assist customers in making cost-effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. ==Automation and productivity increase==

Customer service may be provided in person (e.g. sales / service representative), or by automated means, such as kiosks, websites, and apps. An advantage of automation is that it can provide service 24 hours a day which can complement face-to-face customer service. AI can learn through interaction to give a personalized service. The exchange the Internet of Things (IoT) facilitates within devices, lets us transfer data when we need it, where we need it. Each gadget catches the information it needs while it maintains communication with other devices. This is also done through advances in hardware and software technology. Another form of automated customer service is touch-tone phone, which usually involves IVR (Interactive Voice Response) a main menu and the use of a keypad as options (e.g. "Press 1 for English, Press 2 for Spanish"). with avatar providing automated customer service on a web page Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites, ==Metrics==

The two primary methods of gathering feedback are customer surveys and Net Promoter Score measurement, used for calculating the loyalty that exists between a provider and a consumer. ==Instant feedback==

Many outfits have implemented feedback loops that allow them to capture feedback at the point of experience. For example, National Express in the UK has invited passengers to send text messages while riding the bus. This has been shown to be useful, as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time. == See also ==