Chapter 9 Customer Service via Technology

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Across
  1. 3. Support centre where service providers are trained and assigned to assist customers with information, questions, problems, or suggestions
  2. 6. Technology that allows for remote storage of a user's data, which can then be accessed through a web browser using an app on the users device
  3. 8. Term used to describe a type of phone auto dialer that delivers a personalized, prerecorded message to recipients
  4. 9. Abusive use of various electronic messaging systems and technologies just send unsolicited and indiscriminate bulk messages to people
  5. 11. Process of searching through social media data to identify trends and potential customer bases by extracting information offered by social media participants
Down
  1. 1. Technology that allows a service provider to communicate with the customer via telephone while at the same time displaying information to the customer over the computer
  2. 2. Ability of a software program to identify words and phrases in spoken language and convert them to a machine readable format
  3. 4. Online system that provides customers with access to a real person to get answers and help resolve issues
  4. 5. Software that can process information and perform various tasks on smartphones, tablets, electronic devices, and computers using Internet connections
  5. 7. Humorous character that sends visual messages such as smiling or frowning
  6. 10. Article or other content published on blogs for site to read, comment on, share, or download