Guest Post by Joanna Jones of Impact Learning Systems
We know that mobile is here to stay, at least until the next big disrupter comes along. Until then, mobile devices are dominating how consumers shop, search, educate and connect. As the trend continues away from computers, companies have an opportunity to develop, from the ground up, customer-service strategies for mobile devices. The good news is that when creating CR solutions that are tailored to mobile, companies have the opportunity to create platforms that are well thought out and customized to how users expect to interact with a brand or product. The bad news is that many companies have approached mobile as an afterthought, often leaving customers frustrated. Even if your company hasn't invested in developing its mobile strategies, there are now more options and products that can help turn your mobile platform into a robust and seamless experience to enhance customer service delivery.
While there is no shortage of options available for managing mobile apps, two points to consider when creating strategies for mobile management:
1. As more consumers migrate to mobile, how they connect and interact with a brand or product is rapidly changing. With more self-service options, the contact center is under immense pressure to evolve to meet the demands of the more complex types of inquiries. Cloud technologies allow companies to be more nimble and responsive to the customer, in addition to being more affordable than traditionally operated centers.
2. Customers expect more from mobile than is currently offered by companies. Omni-channel service will continue to gain traction and importance to offer consumers a seamless experience.
As turbulent as all these changes are within the industry, customer service that is personalized, responsive, friendly and authentic will continue to be a company's most important tool in customer engagement that fosters loyalty. Since we know that mobile devices will be the primary way that consumers connect with brands and products, let's look at how customer service can be integrated throughout mobile platforms so customers have a net positive experience.
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