The rapid pace at which mobile devices have infiltrated the consumer market has left a lot of companies needing to catch up to offer the latest and most up-to-date experiences when it comes to reaching out to their customers. Now that the consumer is “always on” with many ways to connect to the companies they do business with, it behooves any business, big or small, to focus on the customer experience on the mobile level.
Of course, approaching the customer experience via mobile can be confusing. There’s apps, mobile Web, voice, social media, and a host of other ways the customer can connect. Where does that leave your business? Apps are the ticket, but what should businesses focus on when it comes to app design and execution?
Angel, a provider of IVR, highlighted that, in order to be effective with the mobile experience, businesses should focus on a visually appealing design, voice assistants and availability.
In the matter of voice assistants, on-the-go productivity is made easier thanks to voice technology. Because it’s hands-free, it’s ideal for the customer who is always on the move without time to spend in front of a computer.
Today’s systems are better made to understand how people speak, reducing the frustrations w?th voice recognition programs. It also allows them to be more readily used b? businesses, whether it’s retail or services, as a channel for customers to reach out. It is the perfect tool for transaction-based mobile interactions.
In terms of apps, it’s all about design and usability. Delivering engaging content to customers and prospects via mobile requires more than simply repurposing existing Web content. Mobile content must be designed and optimized for the device type. If consumers don’t find the content engaging or if it’s difficult to navigate, they’ll simply drop off without returning.
All in all, the bottom line is that businesses need to focus on the bigger picture; a “360 degree” mobile experience that encompasses a multi-pronged approach, from tools like voice assistants to greater app use experience. A true complete experience means a happy, loyal customer.
Edited by Amanda Ciccatelli