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Customer Service Trends in Mobile

Along with the introduction of social media into business’ marketing plans, mobile is creating its own unique path. ICMI recently posted an article identifying trends with customer service through mobile devices. A summary of that article is below:

Mobile devices are outstripping PCs and in many markets, more customers interact with contact centers from a mobile phone than a land line. Perhaps surprisingly to some, usage of smartphones is even more prolific from the home than when their owners are on the go. As with all avenues of business, there is always room for improvement when it comes to customer service. Here are a few mobile customer service trends that businesses can take advantage of while using mobile support.

Reduce Customer Frustration via Mobile

One of consumers’ biggest complaints about contact centers is the time it takes to reach the right agent to help. This process typically takes minutes. But through mobile, the process can be reduced to seconds. Imagine a screen on your smartphone, which visually presented your IVR menu, which the customer could tap through, then tap on the call (or chat) button to reach the right agent. The customer could also log in to the company’s mobile app (if they are not already logged in), so their profile would automatically pop to the contact center agent, along with that customer’s history in the CRM. The agent can then start the call “in context”.

Compare that to entering user ID or account information via phone IVR, which can be irritating, and is more time-consuming, as the system seeks to validate what the customer entered or said, versus on a smartphone, where the customer can see what they are entering and correct errors as needed.

Mobile service applications also show the customer the current wait times and offer the option to schedule a callback – at a time that suits the customer.

Promote Friendly Self-Service

Mobile also provides the opportunity to reduce inbound call volume. Customers can be guided towards an FAQ knowledge base to find the answer to their query (and even if they can’t find the answer, they can still tap to call or chat or connect in social media, in a seamless transition to the next channel). They can check shipping status, their account balance, or order a pizza.

Unlike most contact centers, self-service has the advantage of 24×7 availability without any additional overhead. Self-service screens may also allow the customer to tap for updates to be sent by SMS or email, information which can then be capitalized on by the marketing department, for further opt-in brand engagement.

Access Powerful Analytics

By facilitating and encouraging mobile customer service, companies can access all sorts of insights such as where their customers are calling from (if customers share GPS location), and what information their customers are searching for. Further, mobile devices provide for exchange of photos, videos or images, which can also be a valuable source of information, leading to faster resolution of customer issues.

In summary, mobile is a massive opportunity to enhance and enliven the customer experience, improve cross-channel service continuity, while at the same time reducing the cost to serve.


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