CUSTOMER SERVICE TECHNOLOGY IS A KEY FOR CUSTOMER LOYALTY: A CASE OF MSRTC.

Abstract

The world has become a global village today. No geographical boundaries can stop the business from acquiring new
customer from every corner of the world. At the same time there is a tremendous growth in competition. Keeping in mind the huge
opportunity in the market and continuous threat of competition, Businesses can use information technology as a tool for attaining
as well as retaining customers. More companies are using technology to handle customer service in an efficient and cost-effective
way. Here's how you can use data management and analytics and insight-driven marketing to improve your customer care systems.
There is no denying the fact that customer service is important to a small or mid-sized business. The quality of that service will
either enhance or degrade customer loyalty to your brand and your business. With the economy in recession, customers have more
alternatives than ever. The business that proves to be responsive to customer questions, complaints, or other needs can gain a clear
competitive advantage. That's why it's so important to understand how new technologies can help you anticipate customer needs,
tailor business processes to best serve customers, and ultimately improve the efficiency of your business – the latter of which can
keep costs down. In this Article we have focused on importance of customer service technology for building and enhancing customer
loyalty in general and how customer service technology can be used to build customer loyalty among customers of MSRTC.