Technology is a wonderful thing. It helps us do more with less time and expense. However, one of those ways it helps shouldn’t be with customer service, which is to say, it shouldn’t put up a wall between you and the customer. Instead, the kind of data you can gather about your customers using technology should really be used to determine how best to serve that customer and how you can have MORE interaction with him or her.
The best experiences for the customer still come in direct, one-on-one ways, according to this article, and that should be every company’s goal. Perhaps it may be to look for ways to make that connection via technology (Facebook, Twitter or mobile response, for example) or a way to examine a boatload of data to reveal some innovative ways to be in touch with your customers.
You might consider using a customer service evaluation firm, such as Customer Perspectives, to see where you customer “touchpoints” are lacking.