It’s Time for Seamless Mobile Customer Service

GetFeedback

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. Online customers are shopping on their mobiles more than ever. Optimize your website for mobile.

Shaping Your Mobile Customer Service Strategy

Brad Cleveland

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategy

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Shaping Your Mobile Customer Service Strategy

Brad Cleveland

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategy

Four Best Practices in Mobile Customer Service

Brad Cleveland

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

Four Best Practices in Mobile Customer Service

Brad Cleveland

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobile services and support: 1.

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. If you are involved with customer experience at any level, you have likely heard the word “omnichannel” so many times in the last few years that you are seriously considering naming your next pet Omni.

Is Mobile a Channel or a Strategy?

Brad Cleveland

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities. It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannel

For the First Time Ever, the Customer Is in Control

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Leadership Mobile Videos customer experience mobile customer service

For the First Time Ever, the Customer Is in Control

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Leadership Mobile Videos customer experience mobile customer service

Developing a Mobile Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy customer experience mobile customer service multichannel

Developing a Mobile Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy customer experience mobile customer service multichannel

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service

Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service

A Fundamental Shift in Customer Service

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Mobile Social Media Videos Brad Cleveland customer experience customer relationships mobile customer service

A Fundamental Shift in Customer Service

Brad Cleveland

Call Center Contact Center Customer Experience Customer Relationships Customer Service Mobile Social Media Videos Brad Cleveland customer experience customer relationships mobile customer service

Consistency Across Channels: We've Got a Long Way to Go

Brad Cleveland

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

Consistency Across Channels: We've Got a Long Way to Go

Brad Cleveland

A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobile channels.

Best Practices in Mobile Customer Access Strategies

Brad Cleveland

Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel, banking, navigation, shopping, productivity, news, social, service and support, videos and photos, and communication, … Call Center Contact Center Customer Access Strategy Customer Service Mobile customer access customer access strategy mobile customer service

Best Practices in Mobile Customer Access Strategies

Brad Cleveland

Mobile is often referred to as a “channel” in contact center circles… but it’s, of course, much more. Consider the sheer breadth of the mobile services many of us use daily: travel, banking, navigation, shopping, productivity, news, social, service and support, videos and photos, and communication, … Call Center Contact Center Customer Access Strategy Customer Service Mobile customer access customer access strategy mobile customer service

Forecasting and Staffing for New Channels

Brad Cleveland

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. In this example, the organization handles interactions as … Call Center Contact Center Customer Service Mobile Multi-channel Support Workforce Management mobile customer service multichannel workforce management

Forecasting and Staffing for New Channels

Brad Cleveland

As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning. In this example, the organization handles interactions as … Call Center Contact Center Customer Service Mobile Multi-channel Support Workforce Management mobile customer service multichannel workforce management

Customer Surveys Are Going Mobile

Brad Cleveland

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. Mobile is also opening up opportunities for feedback that goes beyond text and … Call Center Contact Center Customer Service Mobile consumers customer surveys mobile customer service

Customer Surveys Are Going Mobile

Brad Cleveland

“Consumers have already decided for us: If you want to connect with them, mobile is the way.” As mobile soars, mobile-based surveys are taking flight, optimized for preferred channels, smartphone (small) screens, and succinct question sets. Mobile is also opening up opportunities for feedback that goes beyond text and … Call Center Contact Center Customer Service Mobile consumers customer surveys mobile customer service

Smartphone Growth

Brad Cleveland

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.

Smartphone Statistics

Brad Cleveland

Retailers reported that sales via smartphones grew an average of 87% in 2014. … Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Mobile Research/Statistics Social Media Brad Cleveland customer access strategy customer experience Customer service statistics mobile customer service

Smartphone Statistics

Brad Cleveland

Retailers reported that sales via smartphones grew an average of 87% in 2014. … Call Center Contact Center Customer Access Strategy Customer Experience Customer Service Mobile Research/Statistics Social Media Brad Cleveland customer access strategy customer experience Customer service statistics mobile customer service

Smartphone Growth

Brad Cleveland

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.

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%. This is according to new research from multichannel customer engagement software provider Eptica. Customer Service NewsDespite record UK sales of £1.1

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. For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Six in 10 contact centers say they have no social customer service capabilities.

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. Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Published on: June 03, 2016.

SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?

Comm100

Out of all the customer engagement software tools that are out there, which one is right for your company? Different companies have different needs, and a very diverse number of customer engagement tools are waiting to fill those needs. This blog post will cover several of the top, most sought-out customer engagement tools on the market. Popular Customer Engagement Software Tools and Who They’re Good For? Business Seeks All-in-One Customer Service Software.