Bridging the mobile gap
five ways contact centers can enrich the mobile customer service experience
Customer service is re-emerging as the core business strategy to create a winning customer experience. Great service needs to be consistent across all mobile devices, as well as social and digital media channels. It also needs to be personalized and consistent with marketing efforts.
Key findings of a recent Gartner report include:
- in 2015, at least 60% of Internet users will opt for mobile customer service applications as their first option
- in 2013, fewer than 5% of organizations worldwide have a mobile customer service strategy
- in 2013, only 2% of organizations will have adequate technologies and processes in place to provide a consistent customer experience across departments and channels
revised 3 Dec 2014