How can companies ensure that their use of technology in customer service enhances the overall customer experience, rather than detracting from it, and what strategies can they implement to achieve this balance effectively?

Companies can ensure that their use of technology enhances the overall customer experience by focusing on personalization, efficiency, and accessibility. They can achieve this balance effectively by investing in user-friendly interfaces, providing multiple channels for customer communication, implementing AI-powered chatbots for quick responses, and regularly collecting feedback to make improvements based on customer preferences and needs. Additionally, companies should prioritize training their customer service representatives to effectively use technology to enhance customer interactions and resolve issues efficiently.