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Customer service in a mobile-first world

Eptica

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. This shift to a mobile first world has a big impact on the customer experience and customer service.

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Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

Customers are changing the game when it comes to customer service, by changing the channels they use most. According to the survey, self-service channel usage has increased from 67% in 2012 to 76% in 2014, while phone usage remains the same at 73%. 43% don’t ever review assisted service processes.

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Monthly Mash and The Omnipresent Customer

Customers That Stick

Welcome to the Monthly Mash, a mashup of tools, tales and tips on customer service and the customer experience from around the blogosphere. VOLUME 36: October 2014. Thoughts on the Customer: The Omnipresent Customer. The Month in Customer Service Blogging.

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Customers Not Impressed With Black Friday and Cyber Monday Customer Experience

CSM Magazine

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible or extremely difficult to find information on retailers’ websites, a threefold increase from 2014’s 7%. Despite record UK sales of £1.1

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Smartphone Statistics

Brad Cleveland Blog

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

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Smartphone Statistics

Brad Cleveland Blog

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for research say their device has become more important to their in-store experience. …

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Smartphone Growth

Brad Cleveland Blog

As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013, the smartphone adoption rates for these groups were 73.5% and 72.2%, respectively.

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