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61-443: Customer support is a range of services to assist customers in making cost effective and correct use of a product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. Regarding technology products such as mobile phones, televisions, computers, software products or other electronic or mechanical goods, it is termed technical support . Phone and emails are

122-511: A connection, and nearly half of Americans and people in several other countries used the Internet on a regular basis. However throughout the 1990s, "getting online" entailed complicated configuration, and dial-up was the only connection type affordable by individual users; the present day mass Internet culture was not possible. In 1989, about 15% of all households in the United States owned

183-512: A dedicated home video game console according to an Entertainment Software Association annual industry report . By 2012, over 2 billion people used the Internet, twice the number using it in 2007. Cloud computing had entered the mainstream by the early 2010s. In January 2013, a majority of U.S. survey respondents reported owning a smartphone . By 2016, half of the world's population was connected and as of 2020, that number has risen to 67%. In

244-618: A dense integrated circuit doubles approximately every two years. By the early 1980s, along with improvements in computing power , the proliferation of the smaller and less expensive personal computers allowed for immediate access to information and the ability to share and store it. Connectivity between computers within organizations enabled access to greater amounts of information. The world's technological capacity to store information grew from 2.6 (optimally compressed ) exabytes (EB) in 1986 to 15.8 EB in 1993; over 54.5 EB in 2000; and to 295 (optimally compressed) EB in 2007. This

305-460: A human brain has been estimated to lie between 10^15 and 10^17. While this number is impressive, even in 2007 humanity's general-purpose computers were capable of performing well over 10^18 instructions per second. Estimates suggest that the storage capacity of an individual human brain is about 10^12 bytes. On a per capita basis, this is matched by current digital storage (5x10^21 bytes per 7.2x10^9 people). Genetic code may also be considered part of

366-411: A major underlying technology to such systems is natural language processing . The two primary methods of gathering feedback are customer surveys and Net Promoter Score measurement, used for calculating the loyalty that exists between a provider and a consumer. Many outfits have implemented feedback loops that allow them to capture feedback at point of experience. For example, National Express in

427-409: A network of networks. The Whole Earth movement of the 1960s advocated the use of new technology. In the 1970s, the home computer was introduced, time-sharing computers , the video game console , the first coin-op video games, and the golden age of arcade video games began with Space Invaders . As digital technology proliferated, and the switch from analog to digital record keeping became

488-455: A personal computer. For households with children, nearly 30% owned a computer in 1989, and in 2000, 65% owned one. Cell phones became as ubiquitous as computers by the early 2000s, with movie theaters beginning to show ads telling people to silence their phones. They also became much more advanced than phones of the 1990s, most of which only took calls or at most allowed for the playing of simple games. Text messaging became widely used in

549-472: A product. It includes assistance in planning, installation, training, troubleshooting, maintenance, upgrading, and disposal of a product. These services may even be provided at the place in which the customer makes use of the product or service. In this case, it is called "at home customer service" or "at home customer support." Customer support is an effective strategy that ensures that the customer's needs have been attended to. Customer support helps ensure that

610-531: A rapid shift from traditional industries, as established during the Industrial Revolution , to an economy centered on information technology . The onset of the Information Age has been linked to the development of the transistor in 1947 and the optical amplifier in 1957. These technological advances have had a significant impact on the way information is processed and transmitted. According to

671-399: A single MOS chip by the late 1960s. The application of MOS LSI chips to computing was the basis for the first microprocessors , as engineers began recognizing that a complete computer processor could be contained on a single MOS LSI chip. In 1968, Fairchild engineer Federico Faggin improved MOS technology with his development of the silicon-gate MOS chip, which he later used to develop

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732-403: A standard until the mid-2000s outside Japan. The World Wide Web became publicly accessible in 1991, which had been available only to government and universities. In 1993 Marc Andreessen and Eric Bina introduced Mosaic , the first web browser capable of displaying inline images and the basis for later browsers such as Netscape Navigator and Internet Explorer. Stanford Federal Credit Union

793-462: Is claims processing, polling/media analysis, subscription services, troubleshooting, complaint registrations etc. Being a successful customer support agent requires a full skillset of abilities that will allow one to communicate efficiently with the customer and provide fast and effective solutions to their problems. Customer service Customer service for some firms is part of the firm’s intangible assets and can differentiate it from others in

854-417: Is done through artificial intelligence (AI). The customer benefit of AI is the feel for chatting with a live agent through improved speech technologies while giving customers the self-service benefit. AI can learn through interaction to give a personalized service. The exchange the Internet of Things (IoT) facilitates within devices, lets us transfer data when we need it, where we need it. Each gadget catches

915-439: Is that it can provide service 24 hours a day which can complement face-to-face customer service. There is also economic benefit to the firm. Through the evolution of technology, automated services become less expensive over time. This helps provide services to more customers for a fraction of the cost of employees' wages. Automation can facilitate customer service or replace it entirely. A popular type of automated customer service

976-421: Is the informational equivalent to less than one 730- megabyte (MB) CD-ROM per person in 1986 (539 MB per person); roughly four CD-ROM per person in 1993; twelve CD-ROM per person in the year 2000; and almost sixty-one CD-ROM per person in 2007. It is estimated that the world's capacity to store information has reached 5 zettabytes in 2014, the informational equivalent of 4,500 stacks of printed books from

1037-610: Is to maintain and/or enhance the personal experience while making use of the efficiencies of online commerce . "Online customers are literally invisible to you (and you to them), so it's easy to shortchange them emotionally. But this lack of visual and tactile presence makes it even more crucial to create a sense of personal, human-to-human connection in the online arena." Examples of customer service by artificial means are automated online assistants that can be seen as avatars on websites, which enterprises can use to reduce operating and training costs. These are driven by chatbots , and

1098-563: The Deltar for water management in the Netherlands, network analyzers for electrical systems, and various machines for aiming military guns and bombs. The construction of problem-specific analog computers continued in the late 1940s and beyond, with FERMIAC for neutron transport, Project Cyclone for various military applications, and the Phillips Machine for economic modeling. Building on

1159-524: The Intel 4004 , the first single-chip microprocessor. It was released by Intel in 1971, and laid the foundations for the microcomputer revolution that began in the 1970s. MOS technology also led to the development of semiconductor image sensors suitable for digital cameras . The first such image sensor was the charge-coupled device , developed by Willard S. Boyle and George E. Smith at Bell Labs in 1969, based on MOS capacitor technology. The public

1220-563: The LEO being the first commercially available general-purpose computer. Digital communication became economical for widespread adoption after the invention of the personal computer in the 1970s. Claude Shannon , a Bell Labs mathematician, is credited for having laid out the foundations of digitalization in his pioneering 1948 article, A Mathematical Theory of Communication . In 1948, Bardeen and Brattain patented an insulated-gate transistor (IGFET) with an inversion layer. Their concept, forms

1281-593: The Netherlands became the first countries to completely transition from analog to digital television . In September 2007, a majority of U.S. survey respondents reported having broadband internet at home. According to estimates from the Nielsen Media Research , approximately 45.7 million U.S. households in 2006 (or approximately 40 percent of approximately 114.4 million) owned a dedicated home video game console , and by 2015, 51 percent of U.S. households owned

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1342-467: The T-carrier for long-haul pulse-code modulation (PCM) digital voice transmission. The T1 format carried 24 pulse-code modulated, time-division multiplexed speech signals each encoded in 64 kbit/s streams, leaving 8 kbit/s of framing information which facilitated the synchronization and demultiplexing at the receiver. Over the subsequent decades the digitisation of voice became the norm for all but

1403-650: The United Nations Public Administration Network , the Information Age was formed by capitalizing on computer miniaturization advances, which led to modernized information systems and internet communications as the driving force of social evolution . There is ongoing debate concerning whether the Third Industrial Revolution has already ended and if the Fourth Industrial Revolution has already begun due to

1464-482: The arithmometer and the enabling technology of the punch card . Charles Babbage proposed a mechanical general-purpose computer called the Analytical Engine , but it was never successfully built, and was largely forgotten by the 20th century and unknown to most of the inventors of modern computers. The Second Industrial Revolution in the last quarter of the 19th century developed useful electrical circuits and

1525-401: The digital technology that would follow decades later to replace analog microform with digital imaging , storage , and transmission media , whereby vast increases in the rapidity of information growth would be made possible through automated , potentially- lossless digital technologies. Accordingly, Moore's law , formulated around 1965, would calculate that the number of transistors in

1586-567: The earth to the sun . The amount of digital data stored appears to be growing approximately exponentially , reminiscent of Moore's law . As such, Kryder's law prescribes that the amount of storage space available appears to be growing approximately exponentially. The world's technological capacity to receive information through one-way broadcast networks was 432 exabytes of (optimally compressed ) information in 1986; 715 (optimally compressed) exabytes in 1993; 1.2 (optimally compressed) zettabytes in 2000; and 1.9 zettabytes in 2007,

1647-476: The information revolution . Now that sequencing has been computerized, genome can be rendered and manipulated as data. This started with DNA sequencing , invented by Walter Gilbert and Allan Maxam in 1976-1977 and Frederick Sanger in 1977, grew steadily with the Human Genome Project , initially conceived by Gilbert and finally, the practical applications of sequencing, such as gene testing , after

1708-474: The journal Trends in Ecology and Evolution in 2016 reported that: Digital technology has vastly exceeded the cognitive capacity of any single human being and has done so a decade earlier than predicted. In terms of capacity, there are two measures of importance: the number of operations a system can perform and the amount of information that can be stored. The number of synaptic operations per second in

1769-419: The planar process developed by Jean Hoerni . In 1963, complementary MOS (CMOS) was developed by Chih-Tang Sah and Frank Wanlass at Fairchild Semiconductor . The self-aligned gate transistor, which further facilitated mass production, was invented in 1966 by Robert Bower at Hughes Aircraft and independently by Robert Kerwin, Donald Klein and John Sarace at Bell Labs. In 1962 AT&T deployed

1830-456: The telegraph . In the 1880s, Herman Hollerith developed electromechanical tabulating and calculating devices using punch cards and unit record equipment , which became widespread in business and government. Meanwhile, various analog computer systems used electrical, mechanical, or hydraulic systems to model problems and calculate answers. These included an 1872 tide-predicting machine , differential analysers , perpetual calendar machines,

1891-528: The 1990s, the spread of the Internet caused a sudden leap in access to and ability to share information in businesses and homes globally. A computer that cost $ 3000 in 1997 would cost $ 2000 two years later and $ 1000 the following year, due to the rapid advancement of technology. The world's technological capacity to compute information with human-guided general-purpose computers grew from 3.0 × 10 MIPS in 1986, to 4.4 × 10 MIPS in 1993; to 2.9 × 10 MIPS in 2000; to 6.4 × 10 MIPS in 2007. An article featured in

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1952-583: The Scientific Age and the Industrial Age all, ultimately, induced discontinuous and irreversible changes in the economic, social and cultural elements of the daily life of most people. Traditionally, these epochs have taken place over hundreds, or in the case of the Neolithic Revolution, thousands of years, whereas the Information Age swept to all parts of the globe in just a few years, as a result of

2013-445: The UK has invited passengers to send text messages while riding the bus. This has been shown to be useful, as it allows companies to improve their customer service before the customer defects, thus making it far more likely that the customer will return next time. Internet era The Information Age is a historical period that began in the mid-20th century. It is characterized by

2074-404: The United States; their first survey showed that 8.2% of all U.S. households owned a personal computer in 1984, and that households with children under the age of 18 were nearly twice as likely to own one at 15.3% (middle and upper middle class households were the most likely to own one, at 22.9%). By 1989, 15% of all U.S. households owned a computer, and nearly 30% of households with children under

2135-454: The age of 18 owned one. By the late 1980s, many businesses were dependent on computers and digital technology. Motorola created the first mobile phone, Motorola DynaTac , in 1983. However, this device used analog communication - digital cell phones were not sold commercially until 1991 when the 2G network started to be opened in Finland to accommodate the unexpected demand for cell phones that

2196-470: The basis of CMOS and DRAM technology today. In 1957 at Bell Labs, Frosch and Derick were able to manufacture planar silicon dioxide transistors, later a team at Bell Labs demonstrated a working MOSFET. The first integrated circuit milestone was achieved by Jack Kilby in 1958. Other important technological developments included the invention of the monolithic integrated circuit chip by Robert Noyce at Fairchild Semiconductor in 1959, made possible by

2257-488: The complexity of the Z1 and Z2 , German inventor Konrad Zuse used electromechanical systems to complete in 1941 the Z3 , the world's first working programmable, fully automatic digital computer. Also during World War II, Allied engineers constructed electromechanical bombes to break German Enigma machine encoding. The base-10 electromechanical Harvard Mark I was completed in 1944, and

2318-822: The discovery by Myriad Genetics of the BRCA1 breast cancer gene mutation. Sequence data in Genbank has grown from the 606 genome sequences registered in December 1982 to the 231 million genomes in August 2021. An additional 13 trillion incomplete sequences are registered in the Whole Genome Shotgun submission database as of August 2021. The information contained in these registered sequences has doubled every 18 months. During rare times in human history, there have been periods of innovation that have transformed human life. The Neolithic Age ,

2379-408: The following year. In 2002, a majority of U.S. survey respondents reported having a mobile phone . In late 2005 the population of the Internet reached 1 billion, and 3 billion people worldwide used cell phones by the end of the decade. HDTV became the standard television broadcasting format in many countries by the end of the decade. In September and December 2006 respectively, Luxembourg and

2440-611: The groundwork for the advent of civilization. The Scientific Age began in the period between Galileo 's 1543 proof that the planets orbit the Sun and Newton 's publication of the laws of motion and gravity in Principia in 1697. This age of discovery continued through the 18th century, accelerated by widespread use of the moveable type printing press by Johannes Gutenberg . The Industrial Age began in Great Britain in 1760 and continued into

2501-405: The industry. One good customer service experience can change the entire perception a customer holds towards the organization. It is expected that AI -based chatbots will significantly impact customer service and call centre roles and will increase productivity substantially. Many organisations have already adopted AI chatbots to improve their customer service experience. The evolution in

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2562-426: The information equivalent of 174 newspapers per person per day. The world's effective capacity to exchange information through two-way Telecommunications networks was 281 petabytes of (optimally compressed) information in 1986; 471 petabytes in 1993; 2.2 (optimally compressed) exabytes in 2000; and 65 (optimally compressed) exabytes in 2007, the information equivalent of six newspapers per person per day. In

2623-407: The information it needs while it maintains communication with other devices. This is also done through advances in hardware and software technology. Another form of automated customer service is touch-tone phone , which usually involves IVR (Interactive Voice Response) a main menu and the use of a keypad as options (e.g. "Press 1 for English, Press 2 for Spanish"). In the Internet era , a challenge

2684-440: The last mile (where analogue continued to be the norm right into the late 1990s). Following the development of MOS integrated circuit chips in the early 1960s, MOS chips reached higher transistor density and lower manufacturing costs than bipolar integrated circuits by 1964. MOS chips further increased in complexity at a rate predicted by Moore's law , leading to large-scale integration (LSI) with hundreds of transistors on

2745-700: The late 1980s, less than 1% of the world's technologically stored information was in digital format, while it was 94% in 2007, with more than 99% by 2014. It is estimated that the world's capacity to store information has increased from 2.6 (optimally compressed) exabytes in 1986, to some 5,000 exabytes in 2014 (5 zettabytes ). Library expansion was calculated in 1945 by Fremont Rider to double in capacity every 16 years where sufficient space made available. He advocated replacing bulky, decaying printed works with miniaturized microform analog photographs , which could be duplicated on-demand for library patrons and other institutions. Rider did not foresee, however,

2806-515: The late 1990s worldwide, except for in the United States of America where text messaging didn't become commonplace till the early 2000s. The digital revolution became truly global in this time as well - after revolutionizing society in the developed world in the 1990s, the digital revolution spread to the masses in the developing world in the 2000s. By 2000, a majority of U.S. households had at least one personal computer and internet access

2867-409: The mid-19th century. The invention of machines such as the mechanical textile weaver by Edmund Cartwrite, the rotating shaft steam engine by James Watt and the cotton gin by Eli Whitney , along with processes for mass manufacturing, came to serve the needs of a growing global population. The Industrial Age harnessed steam and waterpower to reduce the dependence on animal and human physical labor as

2928-589: The new standard in business, a relatively new job description was popularized, the data entry clerk . Culled from the ranks of secretaries and typists from earlier decades, the data entry clerk's job was to convert analog data (customer records, invoices, etc.) into digital data. In developed nations, computers achieved semi-ubiquity during the 1980s as they made their way into schools, homes, business, and industry. Automated teller machines , industrial robots , CGI in film and television, electronic music , bulletin board systems , and video games all fueled what became

2989-402: The popular medium of choice. Humans have manufactured tools for counting and calculating since ancient times, such as the abacus , astrolabe , equatorium , and mechanical timekeeping devices. More complicated devices started appearing in the 1600s, including the slide rule and mechanical calculators . By the early 1800s, the Industrial Revolution had produced mass-market calculators like

3050-404: The primary means to offer web-based assistance for your customers when matters do not require an immediate answer. Low-cost, non-intrusive and anywhere-anytime access are some of the advantages of email-based communications. Trouble Ticketing System and CRM Applications help keep track of a series of follow-up correspondence with a particular customer. Services offered via email response management

3111-558: The products and services that have been provided to the customer meet their expectations. Given an effective and efficient customer support experience, customers tend to be loyal to the organization, which creates a competitive advantage over its competitors. Organizations should ensure that any complaints from customers about customer support have been dealt with effectively. Customer service may be provided in person (e.g. sales / service representative), or by automated means, such as kiosks, websites , and apps . An advantage of automation

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3172-1287: The rapidly advancing speed of information exchange. Between 7,000 and 10,000 years ago during the Neolithic period, humans began to domesticate animals, began to farm grains and to replace stone tools with ones made of metal. These innovations allowed nomadic hunter-gatherers to settle down. Villages formed along the Yangtze River in China in 6,500 B.C., the Nile River region of Africa and in Mesopotamia ( Iraq ) in 6,000 B.C. Cities emerged between 6,000 B.C. and 3,500 B.C. The development of written communication ( cuneiform in Sumeria and hieroglyphs in Egypt in 3,500 B.C. and writing in Egypt in 2,560 B.C. and in Minoa and China around 1,450 B.C.) enabled ideas to be preserved for extended periods to spread extensively. In all, Neolithic developments, augmented by writing as an information tool, laid

3233-460: The recent breakthroughs in areas such as artificial intelligence and biotechnologies. This next transition has been theorized to harken the advent of the Imagination Age . The digital revolution converted technology from analog format to digital format. By doing this, it became possible to make copies that were identical to the original. In digital communications, for example, repeating hardware

3294-410: The service industry has identified the needs of consumers. Companies usually create policies or standards to guide their personnel to follow their particular service package. A service package is a combination of tangible and intangible characteristics a firm uses to take care of its clients. Customer support is a range of consumer services to assist customers in making cost-effective and correct use of

3355-473: The zeitgeist of the 1980s. Millions of people purchased home computers, making household names of early personal computer manufacturers such as Apple , Commodore, and Tandy. To this day the Commodore 64 is often cited as the best selling computer of all time, having sold 17 million units (by some accounts) between 1982 and 1994. In 1984, the U.S. Census Bureau began collecting data on computer and Internet use in

3416-489: Was able to amplify the digital signal and pass it on with no loss of information in the signal. Of equal importance to the revolution was the ability to easily move the digital information between media, and to access or distribute it remotely. One turning point of the revolution was the change from analog to digitally recorded music. During the 1980s the digital format of optical compact discs gradually replaced analog formats, such as vinyl records and cassette tapes , as

3477-610: Was also invented in the late 1980s. Disney's CAPS system (created 1988) was used for a scene in 1989's The Little Mermaid and for all their animation films between 1990's The Rescuers Down Under and 2004's Home on the Range . Tim Berners-Lee invented the World Wide Web in 1989. The first public digital HDTV broadcast was of the 1990 World Cup that June; it was played in 10 theaters in Spain and Italy. However, HDTV did not become

3538-482: Was becoming apparent in the late 1980s. Compute! magazine predicted that CD-ROM would be the centerpiece of the revolution, with multiple household devices reading the discs. The first true digital camera was created in 1988, and the first were marketed in December 1989 in Japan and in 1990 in the United States. By the early 2000s, digital cameras had eclipsed traditional film in popularity. Digital ink and paint

3599-495: Was first introduced to the concepts that led to the Internet when a message was sent over the ARPANET in 1969. Packet switched networks such as ARPANET, Mark I , CYCLADES , Merit Network , Tymnet , and Telenet , were developed in the late 1960s and early 1970s using a variety of protocols . The ARPANET in particular led to the development of protocols for internetworking , in which multiple separate networks could be joined into

3660-505: Was the first financial institution to offer online internet banking services to all of its members in October 1994. In 1996 OP Financial Group , also a cooperative bank , became the second online bank in the world and the first in Europe. The Internet expanded quickly, and by 1996, it was part of mass culture and many businesses listed websites in their ads. By 1999, almost every country had

3721-527: Was to some degree improved with inspiration from Charles Babbage's designs. In 1947, the first working transistor , the germanium -based point-contact transistor , was invented by John Bardeen and Walter Houser Brattain while working under William Shockley at Bell Labs . This led the way to more advanced digital computers . From the late 1940s, universities, military, and businesses developed computer systems to digitally replicate and automate previously manually performed mathematical calculations, with

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