Even though it is a fact that The Internet has provided users with the comfort of carrying out hundreds of procedures online that in the past were exclusively achieved in person, there are others whose actual face to face completion will continue unaltered for many years, either because there is no other way to fulfill them or because they will be the preferred choice for many users.
Today, banking centers, service companies, phone carriers, cable and satellite TV operators and suppliers, hospitals, state agencies and even retailers are spaces where millions of people spend time wondering whether there is a way of shortening waiting time or, at least, whether the organization or company they have picked is actually into providing customer service excellence.
There exists a specific instrument capable of substantially modifying people’s perception at a company’s or organization’s service area: technology.
The service area is not excluded from the growing influence of technology in our everyday life; this becomes not only a significant challenge but also a great opportunity for organizations to profit from. The idea of challenge has to do with the fact that customers are exposed to an overwhelming number of stimuli, such as mobile devices, so getting their attention as well as interacting with them becomes no easy task. Then, the great opportunity arises from the application of technology to the service area, which makes new tools available to enhance service quality, and in turn customer experience.
Implementing adequate technological systems may transform an experience which is habitually characterized by resignation into a valuable and satisfactory moment. Indeed, these systems can – and should- be used to ga ther customers’ and collaborators’ insights and ratings.
We do not refer to the application of technologies as an end in itself, but rather the recovering of technology’s worth as a tool, as a satisfaction factor and as source of information for an organization’s leader.
It involves systems which combine both hardware and software specifically developed to achieve the following objectives: digital signage solutions through a screens network for sending the appropriate message to the correct person at the right time, real time customer’s satisfaction measuring systems, and both waiting and waiting line managing systems.
The minutes spent at a supermarket cash register, at a doctor’s office waiting room, at a service company’s or state agency’s waiting line do not need to be thought of as wasted time. If the technological tools are accurately selected, those waiting moments can become an organization’s most valuable allies as well as never ending sources of information for ongoing improvement.