Redesigning Customer Service

摘要

One of the key trends in Information Technology that has picked up momentum in this decade is the 'consumerization' of technology. This has come about with more and more people getting more and more comfortable with the usage of smart technology devices such as phones, tablets for their daily use. This trend is amazing and perhaps a defining point of the decade as it lets any person decide which tool to use to get anything done. Such power is now firmly in the hands of the user with technology enabling it. Who is not familiar with a chatting app or Facebook? Millions of people in India are quite familiar with buying a train ticket online. Other examples are buying car insurance online (with the optional aid of a comparison site), paying your electricity bills and performing banking transactions online.