The real key to the application of ICT to Customer Service is in the use ofcustomerdatabases
are electronic repositories of all manner of customer information including:
- Contact information - name, address, telephone, email address etc.
- Security information to help confirm identity
- Buying history; products bought, times, days of week etc
- Payment information
- Policy renewal dates
... and so on
Whenever a customer logs on, makes a telephone call or presents a loyalty card for swiping, the customer service representative - or even the form's website - has a wealth of information available to offer products and services that the customer is likely to...