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Automation can facilitate customer service or replace it entirely. A popular type of automated customer service is done through artificial intelligence (AI). The customer benefit of AI is the feel for chatting with a live agent through improved speech technologies while giving customers the self-service benefit. [13]
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The intention is to maximize average revenue per user, decrease churn rate and decrease idle and unproductive contact with the customers. [43] [44] [45] Growing in popularity is the idea of gamifying, or using game design elements and game principles in a non-game environment such as customer service environments.
Reactive service is where the customer has a problem and contacts the company. Proactive service is where the manager has decided not to wait for the customer to contact the firm, but to be aggressive and contact the customer himself in order to establish a dialogue and solve problems. [26] Steps to eCRM Success
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