Information Technology Impact on Customer Service Responsiveness in Medium Sized Canadian Company

This research aims to find the effectiveness and influence of new information technology on the responsiveness of customer service employees in a mediumsized Canadian company. The project’s objective is to determine the efficiency of contemporary technology in order provide responses to clients in customer service with the most benefit and in a short period of time. The research data includes the responses of five employees and managers of an electronic company located in Western Canada. All forms and questions were sent to the people through email and the answer was received in the same way. The method used to receive information is gathering answers for ten open-ended qualitative questions in interactions between customer service employees and the clients. Moreover, the qualitative analysis provides deep understanding for the intended purpose to find the effectiveness of modern technology for medium-sized companies. According to research findings, the deployment of the information technology system boosts the responsiveness of the client service employees greatly. The technology enhanced real-time issue solutions, permitted faster access to consumer information, and simplified communication routes. Therefore, customers were more satisfied with customer service employees’ responses to their requests and complaints. It is recommended that anyone involved in the customer service area should obtain the requisite training in order to fully utilize technology’s impacts.