How IT Irks Customers

Technology has helped businesses make huge gains in serving customers. But they still face a number of obstacles.

IT pros have their own personal run-ins with poor customer service, but, at work, people give them an earful on the subject. The good news? Customer service is improving, thanks in large part to advances in technology, according to CIO Insight's 2008 Customer Strategies survey.

Businesses saw considerable drop-offs in complaints that were caused by particular technological shortfalls in customer service. Companies are focusing on expanding service quality, bulking up their Web sites, and arming sales and service reps with more customer data. With luck, that will alleviate some of the remaining problems.

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This article was originally published on 09-10-2008
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