Transforming Customer Service Processes in the Digital Era: the Role of Social Technologies and their Impact on the Success of Service Enterprises
Keywords:
digitalization, social technologies, customer serviceAbstract
The article examines the impact of digitalization on customer service processes in the service sector, as well as the role of social technologies in transforming these processes. In the context of constant technological progress, customer needs are becoming increasingly dynamic, and competition in the market is fierce. Social technologies, including social networks, mobile applications, chatbots and data analysis systems, are becoming important tools that allow companies not only to improve the quality of service, but also to create new forms of interaction with customers. The article analyzes key aspects of digitalization, such as improving customer experience, personalizing service, automating interactions and reputation management, as well as the impact of these processes on the success and competitiveness of enterprises. Examples of successful implementation of social technologies in various service industries are given, and the main challenges that organizations face when implementing such technologies are identified.
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