When it comes to the help desk of any business, customer service is key. However, with the constant evolution of business and methods of doing things comes advancements that are cost effective, businesses must make sure they are also customer service friendly. Many businesses have taken to implementing "smart technology" as a first response system for customer service and distress. If you have ever called a business with a question only to get a computer system that takes you around and around before you even get the option to speak to an actual customer service representative. It can be quite frustrating. With all of the cost saving technology that is coming into existence and being implemented into customer service programs, it is important to remember that serving the customer is the actual goal.