Mobile Technology Working To Speed Up Call Center Customer Service
September 13, 2012
By Monica Gleberman
, Contributing Writer
Many businesses have begun taking advantage of call-center automation solutions in order to streamline their operations, cut costs and connect with more customers. Companies have implemented services such as an automated attendants, interactive voice response and skills-based routing - all tools that have been used to increase customer satisfaction and have allowed agents to answer as many calls as possible.
New automated systems continue to be developed and released on a daily basis; the most recent solutions include the compatibility of allowing customers to contact companies through social media networking sites such as Facebook (News - Alert) and Twitter via their mobile phone. Now, companies have begun beta testing tools that will help them automate simple customer questions sent via email, twitter, Facebook, or through a mobile device.
Mobile technology has addressed many of the unique needs of growing companies. Now, many companies have made mobile-friendly websites, applications, and other tools – allowing them to be integrated with their call center to make communication even easier.
“CRM Buyer reports that self-service mobile technology is helping to solve a number of challenges faced by customer service centers. The programs can be customized to provide new product information, launch videos, take requests for call-backs, or even lead the client through a text-based conversation to help diagnose problems,” reported Proformative.com. “These programs are helping increase the productivity of contact centers by reducing wait times and ensuring the customer reaches the right department.”
Convenience is key in today’s busy world; people don’t have the time to sit and wait on hold. Mobile technology addresses many of these issues by giving customers a platform to have their voice heard.
Using mobile technology for customer interactions is part of maturing customer relationships and increasing interactions. The more customers can connect with a business when there is a problem, the more trust they will have and more trust equals higher customer retention.
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Edited by Allison Boccamazzo