Exam 9: Customer Service Via Technology

Which of the following statements is true about an automated computer telephone interview?

List four advantages of telephone communication.

________ allows a system to recognize keywords or phrases from a caller.

Which of the following is a function controlled by the computer telephony integration systems?

Which of the following strategies should be adopted when effectively using voice mail?

Which of the following techniques help to create a positive telephone image?

The organizations doing business using technology-based applications have been labeled electronic commerce.

Explain the usage of e-mail in today's context compared against what it was originally designed to accomplish.

________ is a type of technology that allows online chats in real-time text transmission over the Internet between customers and service representatives.

One disadvantage of telephone communication is the lack of face-to-face contact with the customer.

The automatic number identification system allows companies to ________

________ technology involves using hardware and software delivered over a network, such as the Internet, allowing users access to data without having to pay for additional equipment or infrastructure.

Customers who are technically naïve tend to be highly trusting of e-commerce websites.

Emoticons are the faces created through use of computer keyboard characters and symbols.

Which of the following social networking websites is a real-time short messaging service which provides a great vehicle for checking customer reactions to a commercial or product rollout?

Include as many graphics as possible in a fax message to make the message more visually appealing.

When communicating with a customer via e-mail, you should ________

Most people find it satisfactory and professional for messages to be sent without proofreading or spell-checking them to save time.

Which of the following statements is true about social media?

What are the types of phone numbers that companies provide for their customers to call the organization to place orders, get information, or receive service?