Developing Customer Service Applications to Enhance User Experience, Customer Satisfaction, and Customer Engagement: Systematic Literature Review

Abstract

This paper seeks to review the literature in the development of customer service applications and examine how such technologies can be used to improve the experience of the user, satisfaction of the customer, and the level of engagement of thecustomer. Of recent and due to the age of technology in communication, several organizations have made the use of customer services applications as an important part in enhancing service delivery and building a better relation with the users/clients. This review aims at proposing a way forward of synthesizing existing literature to; establish at which of these stages these applications offer user-center improvements in terms of user experience, satisfaction, and engagement. The study identifies that there is scope of increasing the conviviality, accessibility and interpersonal interaction by designing and implementing efficient customer service applications that proved influential to optimize the standard of customer experience and satisfaction. At the same time, such applications contribute to customer loyalty through the creation of stable communication channels and formation of customer base. The findings of this study may help organizations that are interested in improving customer relations through technology and enhancing service delivery.