Improve Customer Service in e – Service

Adina Ramadhana  Putri – 2301903052

Improve Customer Service in e – Service

Definition and Concept

Is it  customer service? Customer service in  general    is a  service  that  every  company  has  as the main  customer  correspondent of  the  company  that  provides  services such as  answering  questions,  providing  information, provide  assistance  with  the    company. Customer  service that  we often  encounter  is in the bank,  every  bank  must have a customer service  part in  serving  and  helping  every  customer who holds  an  account at the bank.

Then in general, e-Services are  more related to   e-Commerce  companies and  e-Marketplaces  such as  Amazon, Tokopedia, Ali Baba   etc. E-Service  or  web service  is a new  way in which  a  machine  or  AI  can    automatically  provide  services  for  many  people as well as the information  that  person  is looking for.  E – Service  itself  is divided  into  4  parts,  namely  collborative  service, transaction, content and communication services;

Collaborative  service: where  informers    and  recipients  make  cooperative two-way      transactions,   such as  the example  of our time now,  namely  online  lectures/schools

Transaction service: is  a    service  provided    only  one  time  and  in  a  certain  period of time as well,    usually this service  is  used  to  exchange data and information  and  money, such as  Examples  are  bills, and  payments.

Content service:     used  and  often  found  in everyday life   such as  when   we  open  social media and  get  information  about  what  happened   on  the  day. This. Content service  is a  service  provided    to  people  but the content  or content of the  service  can be  changed.

Communication Service in general  occurs  because  2  people  and  groups  conduct  discussions in   forum  talks or    conducted  technologically    such as sharing files(documents)  and  email in offices and  companies.(Sun & Lau, 2007)

Then how  can the e-service that  we  know  can  increase the  quality  in  providing  services? Based on  a journal  article   I  took on the impact  of  technology and e-Service  in  serving  customers of a Melli  bank in Tehran,  proving  that  conclusively    there is a significant  relationship.   between the  use of  e-Service  with  the increasing  quality of customer service.     What’s  that? For  example,  increased    efficiency  thanks to  the addition  and expanded  customer service  e-Service throughout the               region, easily customers can access their  own  accounts anywhere  using  internet and the bank’s database website  itself,  giving  commitment to customers  to  always  be able  to  serve  and  provide   information  and  fulfill  it,  and  provide quick  responds  to  any  problem.(Rostami, Khani, & Soltani, 2015)

References

Rostami, A., Khani, A. H., & Soltani, G. (2015). The Impact of E-service Quality. International Conference on Applied Economics and Business,8.

Sun, Z., & Lau, K. S. (2007). Management in E – Service. Customer Experience, 24.