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From The Expert Corner
January 28, 2013
Mobile Customer Service Strategies for the Contact Center: Integration is Key
The United States is an increasingly mobile society; more than half of Americans own smartphones today, and this number is on the rise. Among younger Americans (25 to 34 years old), the smartphone ownership figure is closer to two-thirds. This means several things; we’re playing a lot more Angry Birds, we’re sending a lot more text messages and we’re more likely to walk out into traffic while staring at a YouTube (News - Alert) video.
To U.S. businesses, the increasing mobility of the American public represents both a challenge and an opportunity. As consumers use their smartphones to communicate with companies and shop for products and services more often, it has become essential for businesses to provide their customers with better mobile experiences.
While most companies know they need to provide mobile apps to customers, the reality has been slower to come about. Poorly designed apps are rampant, and many companies fail to follow up on customer communications that arrive through this new medium. This does more than just irritate customers, according to a new white paper from Genesys.
“This hasty approach to mobile apps has obscured one of mobility’s greatest strengths — namely its ability to act as the base platform for a multitude of channels, enabling organizations to provide ever more relevant and personalized customer experiences at every touch point... Read More