Question

While browsing an appliance manufacturer's online catalog, Luis could not find the answer to a question. He clicked on a button titled "Call me, please" and was prompted to enter a phone number. Ten minutes later, Luis received a call from a service representative and was able to ask his question. Which technology does this system implement to enhance customer service?

Answer 1

The technology Luis encountered is Click-to-Call, which is part of computer-assisted telephone technology to enhance customer service, leveraging advances in cheaper, faster, and better-quality data transmission.

Step-by-step explanation:

The technology used by the appliance manufacturer's online catalog that Luis interacted with is known as Click-to-Call technology. This feature allows customers to enter their phone number to request a callback from a service representative. When Luis clicked on the "Call me, please" button, the system utilized computer-assisted telephone technology to facilitate a quick and efficient connection. This method enhances customer service by providing real-time assistance and is a step beyond traditional customer service approaches. Given the technological advances such as cheaper, faster, and better-quality data transmission, it is possible to have more consumer choices for contacting customer service including Internet-based calling and video calling.