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The Trouble with Mobile Customer Service Apps

Uniphore

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More. Jacada Blog

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It’s Time for Seamless Mobile Customer Service

GetFeedback

Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how. Articles

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How to Do Mobile Customer Service (With Videos!)

Esteban Kolsky

Here is the scoop… A couple of years ago I started working with a large number of brands on their approach to mobile customer service. We tried, experimented, tested different things and in the process I came up with a nifty little model for adoption of mobile customer service which I have been improving ever since. I promise you, they are very much worthy if you are embarking on mobile customer service. Yes.

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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.

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The push for mobile customer service

Eptica

Date: Wednesday, November 30, 2016 The push for mobile customer service. And they are using it for buying as well as researching products and services – last Christmas Amazon reported that 70% of its customers shopped through a mobile device , while half of Walmart’s orders between Thanksgiving and December 1 were via mobile. The rise of mobile is driving customer service change in five key ways: 1.

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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

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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.

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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.

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The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

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The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

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5 Top Customer Service Articles For the Week of December 19, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. He’s come out with an article that identifies five technologies that, for some businesses, are “table stakes” if they want to remain competitive in the marketplace and relevant to their customers. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral.

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Mobile Customer Service: New Statistics from ICMI

Brad Cleveland

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

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Mobile Customer Service: New Statistics from ICMI

Brad Cleveland

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

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Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. Their expectation from any particular service remains high; be it a home. Moreover, digitalization has set high standards of delivering exceptional customer service.

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Black Friday: Is the Humble SMS the Secret Weapon for Brands Managing Customer Service Volumes This Year?

CSM Magazine

James O’Hare, managing director of LINK Mobility , says great communications will be critical. People will closely analyse what constitutes good value with many expecting extras like free delivery, or service guarantees as part of the deal. Customer Service Articles

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7 Tools for Providing Better Customer Service Support

Return Customer

Companies are always looking for new ways to streamline their customer support department efforts. Markets worldwide are becoming more volatile and saturated as we speak, and providing excellent customer support is important for business success. In order to keep customers returning and keep that competitive edge, businesses have to use the latest software to deliver profound care. Stay with us, as we go through a list of 7 tools for providing better customer service support.

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CheapOair Humanizes Technology with In-App Customer Service

1 to 1

However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Customer Experience Customer Service Mobile Marketing customer experience customer service customer support mobile apps mobile customer service travel

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Customer Service Survey Time – One More Time!

Esteban Kolsky

I’m finally somebody… Sorry, The time to give me your opinions in exchange for an aggregate view of what’s going on in Customer Service is here. How about learning that Customer Experience and Engagement are the most hoped for budgeted projects in Customer Service in 2016-2017 – but cloud, knowledge, employee empowerment, and analytics were the top four that got funded?

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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

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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

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One in Every Five Mobile Users Actively Seeks Help While Using an App

Natalie Petouhof

Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift, a mobile support platform revealed new proprietary data that showed: One in every five mobile users actively seeks help within the apps they use. billion mobile devices polled, 20% percent actively sought help. Just as other technology is evolving, so too is CRM and customer support.

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Time-Tested Tips for Handling Tough Contacts

Brad Cleveland

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong?

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Empowering Your Customer Service Team With More Mobility

Win the Customer

But it takes more than a telecommute policy to successfully manage a thriving remote customer service team. Empower your representatives with the right tools and processes from the start to transform their role into proactive customer service agents. Keep your mobile team highly engaged with ongoing virtual meetings. The platform also helps your team create tasks to escalate issues and work quickly to find resolutions and keep customers happy.

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GM Leverages AI in Social Customer Care

Brad Cleveland

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.

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16 Statistics Shaping the Future of Customer Service

Tricia Morris

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them.

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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. 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.

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GM Leverages AI in Social Customer Care

Brad Cleveland

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

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Mobile Customer Support

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service

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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

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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

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Mobile Customer Support

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service

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Time-Tested Tips for Handling Tough Contacts

Brad Cleveland

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) As writing … Call Center Contact Center Customer Experience Customer Relationships Customer Service Organization and Culture Brad Cleveland Call Center Management On Fast Forward Contact Center Management on Fast Forward customer experience customer relationships mobile customer service

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Cloud-Based Customer Service and Customer Experience: Verint’s Acquisition of Contact Solutions

Natalie Petouhof

Tweet Cloud-Based Customer Service and Customer Experience. announced its acquisition of Contact Solutions , a leading provider of real-time, contextual customer care solutions. The combination of Contact Solutions advances the Verint Customer Engagement Optimization ™ portfolio with the addition of cloud-based solutions that enhance voice and mobile self-service through automation and analytics-driven personalization.

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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

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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

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Staffing for Mobile Services

Brad Cleveland

Call Center Contact Center Customer Service Mobile Videos Workforce Management Brad Cleveland mobile customer service workforce management

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Staffing for Mobile Services

Brad Cleveland

Call Center Contact Center Customer Service Mobile Videos Workforce Management Brad Cleveland mobile customer service workforce management

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Developing a Mobile Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy leadership mobile customer service

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Developing a Mobile Customer Access Strategy

Brad Cleveland

Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy leadership mobile customer service

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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. 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.