Your customer’s smartphone can get you ahead of competition.
“If companies simply maintain the status quo, their organizations face customer defection. 64% percent [of decision makers] say that risks of not adopting new customer service technologies will leave them at a competitive disadvantage;” (Forrester Research, survey of 50 decision makers from firms with 5K employees or more)
We took a quick look at several major companies within the food delivery industry and the customer service options they provided to their customer base. We were surprised to see that most if not all of these companies had room to grow in terms of utilizing their contact center to better satisfy modern customers with mobile customer service. Continue reading
We’re just now getting over all the follow-up discussions from attending Call Center Week 2014 in Las Vegas last week! As we expected, mobile customer service was a hot topic, and our Rich Contact Experience feature suite for customer service contact centers was extremely well received!
During the 2013 holiday shopping season, Deloitte interviewed over 5,000 U.S.-based consumers and found that 47% of participants said “the Internet” was their favorite shopping destination, while the prior year’s favorite—discount department stores—slipped 7 percentage points to second place.
Also, in 2013, according to Gartner, smartphone sales have exceeded feature phone sales worldwide.
All this, and yet…consumers still struggle to get immediate customer service. They wrestle with number hunting, manual dialing, complex IVR systems, and ultimately sit idle, listening endlessly to music in queue, so they don’t miss their chance to speak to a representative.
Mobile technology, through the use of smartphones and tablets, has grown exponentially over the last couple years. Mobile use has touched every part of our lives, from entertainment, work and even our shopping experience. A report from Direct Marketing News illustrates this unprecedented growth in the mobile sector, showing that 20% of consumers use their mobile devices in searching for various content and 50% spend up to 30 minutes per day shopping.