It’s Time for Seamless Mobile Customer Service
GetFeedback
MAY 9, 2018
Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how.
Mobile Customer Service Related Topics 
The Trouble with Mobile Customer Service Apps
Uniphore
SEPTEMBER 11, 2017
The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More.
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How to Do Mobile Customer Service (With Videos!)
Esteban Kolsky
AUGUST 26, 2015
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.
The push for mobile customer service
Eptica
NOVEMBER 30, 2016
Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them.
The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right
Brad Cleveland Blog
DECEMBER 22, 2015
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).
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
Brad Cleveland Blog
DECEMBER 22, 2015
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).
Mobile Customer Service: New Statistics from ICMI
Brad Cleveland Blog
MARCH 6, 2013
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.
Mobile Customer Service: New Statistics from ICMI
Brad Cleveland Blog
MARCH 6, 2013
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.
Shaping Your Mobile Customer Service Strategy
Brad Cleveland Blog
APRIL 4, 2014
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. Here’s a guide to getting started right.
Shaping Your Mobile Customer Service Strategy
Brad Cleveland Blog
APRIL 4, 2014
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. Here’s a guide to getting started right.
It’s Time for Seamless Mobile Customer Service
GetFeedback
MAY 9, 2018
With mobile purchases on the rise, excellent mobile customer service is becoming more important. When questions arise, mobile customers should be able to reach your business quickly and easily through the mobile means of their choice (live chat, messengers, texting, FAQs, etc).
Four Best Practices in Mobile Customer Service
Brad Cleveland Blog
APRIL 23, 2014
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.
Four Best Practices in Mobile Customer Service
Brad Cleveland Blog
APRIL 23, 2014
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.
Free Webinar: Meeting Consumer Demands for Frictionless Mobile Support
CSM Magazine
NOVEMBER 17, 2020
Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services. Discover how to deliver a better mobile experience which will delight your users – Explore the opportunities for automation, asynchronous messaging & AI.
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Nailing the Numbers – Your Future Equals Your Customer Experience
Michelli Experience
DECEMBER 6, 2016
Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator.
Mobile Tools for Better Customer Experience
Bold360
APRIL 20, 2016
s important for businesses to cater to every aspect of a customer?s s mobile experience. From adopting mobile marketing strategies to optimizing your website for mobile use to streamlining mobile customer service, there are a lot of ways to offer customer support and enhance customer service through mobile solutions.
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10 Customer Experience Best Practices for all B2B Sales Teams
Kayako
SEPTEMBER 20, 2018
To take advantage of social selling, share useful content and engage with customers in a less overtly sales-driven way on Facebook, LinkedIn and Twitter. . Do Not Neglect Mobile Customer Service .
CheapOair Humanizes Technology with In-App Customer Service
Think Customers
MARCH 11, 2015
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'
Dr. Natalie’s Research Agenda and Published Research
Natalie Petouhof
MAY 27, 2016
The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • The State of Customer Service and Support Evolves . • ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.
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40 New Year, New Resolutions: Four Brand Strategies that Will Increase Customer Satisfaction in 2017
Calabrio
JANUARY 19, 2017
Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality.
Empowering Your Customer Service Team With More Mobility
Win the Customer
JUNE 5, 2017
A thriving, mobile customer service team can only take the most powerful tools in their career arsenal so far. They also need to be empowered to make split second decisions that could make or break a customer’s experience. Empower your employees.
5 Top Customer Service Articles For the Week of December 19, 2016
ShepHyken
DECEMBER 19, 2016
Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way.
One in Every Five Mobile Users Actively Seeks Help While Using an App
Natalie Petouhof
FEBRUARY 2, 2016
Mobile customer service is very important, as more and more customers are using their mobile devices. Getting help on a mobile device can be very frustrated and companies need to evaluate their ability to service their customers on this very important device / channel.
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How’s Your Mobile Customer Support?
Brad Cleveland Blog
FEBRUARY 24, 2015
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
How’s Your Mobile Customer Support?
Brad Cleveland Blog
FEBRUARY 24, 2015
Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
Monthly Mash and The Omnipresent Customer
Customers That Stick
NOVEMBER 10, 2014
Customer Service ‘Top 10’: Our Best Blogs To Get Your Customer Experience Primed For the Holiday Rush - Compilation post from Disney Institute will help you get your Customer Experience holiday ready. Twenty four tips to make it easier for them.
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Is Mobile a Channel or a Strategy?
Brad Cleveland Blog
JANUARY 3, 2014
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.
Is Mobile a Channel or a Strategy?
Brad Cleveland Blog
JANUARY 3, 2014
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.
Customer Service Survey Time – One More Time!
Esteban Kolsky
JUNE 23, 2016
This year we are looking at adoption, usage, mobile customer service, future technologies, empowering agents, and more … much more! Or come to my session in early October at Dreamforce to hear me present in a masterful way… OK, same as always… but had to try.
7 Tools for Providing Better Customer Service Support
Joe Rawlinson
APRIL 25, 2018
Basically, you can make a window to any of your services via a mobile app. Customers will love it. In fact, 75% of customers rely on the Internet and their smartphones when they shop. Additionally, 50% of these customers prefer to use a mobile customer service app before any other means at their disposal.
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Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers
UJET
OCTOBER 22, 2020
knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.
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Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World
ShepHyken
NOVEMBER 4, 2016
With the availability of smart features like click to call service on apps, millennials prefer to receive instant response to their queries. Real-time Assistance: Providing customer service through live assistance is one of the best ways to glorify your customer experience. strategy.
Beyond Omnichannel: How 3 Brands Deliver State-of-the-Art CX for Modern Consumers
UJET
OCTOBER 22, 2020
knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.
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72 Why email is more important than ever for customer service
Eptica
AUGUST 5, 2016
It is therefore imperative that you have the right platform in place to manage email queries effectively, efficiently and with the understanding that today’s consumers demand.
Wanted: Customer Service Change Agents for Contact Centers
Tricia Morris
MAY 18, 2015
While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.
Customer service in a mobile-first world
Eptica
JUNE 3, 2016
So there is no one size fits all approach to mobile – different use cases drive different channels. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1.
Customers Not Impressed With Black Friday and Cyber Monday Customer Experience
CSM Magazine
DECEMBER 2, 2015
Clearly companies need to work on their mobile customer service, with over half of those that bought in store via smartphones complaining about the service – 57% in the case of those purchasing from the retailer they were in, and 53% if buying from another company.
Cloud-Based Customer Service and Customer Experience: Verint’s Acquisition of Contact Solutions
Natalie Petouhof
FEBRUARY 22, 2016
With advanced, cross-channel messaging functionality, it enables customers to start a digital interaction on one device and continue it on another, allowing continuity and continued personalization of interactions. This will advancing mobile self-service and engagement.
16 Statistics Shaping the Future of Customer Service
Tricia Morris
FEBRUARY 19, 2016
Yet 80% of customer service professionals participating in the same report as above say their current customer service systems won’t meet future needs. Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement ).
50+ Customer Experience Statistics for 2020
ProProfs Chat
MAY 6, 2020
This would help you build a seamless experience for your customers. . 79% of Millennials are more willing to buy from brands that have a mobile customer service portal. (Source: Microsoft ) Tweet this. Since customers like convenience, make sure that you provide that to them when they want and how they want.
SalesForce, Hubspot, Zendesk and More — Which Customer Engagement Software is Right for Me?
Comm100
FEBRUARY 6, 2018
Salesforce has been successful as a mobile customer service application, meeting the increasing demands of businesses and customers. Online reviews of engagement tools show that Salesforce has the best user-friendly interface when compared to other CRM software solutions such as Siebel and SugarCRM.
75 Must-Know Customer Experience Statistics to Move Your Business Forward in 2022
SmartKarrot
FEBRUARY 16, 2022
In 2022, concentrating on your mobile user experience is essential. 43% of new-age customers get in touch with customer service via mobile devices. 61% of shoppers would not return to a mobile site/app they had trouble accessing. 62% of Gen Zers shop for products online via mobile sites or applications.
Time-Tested Tips for Handling Tough Contacts
Brad Cleveland Blog
JANUARY 16, 2020
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? As writing …
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GM Leverages AI in Social Customer Care
Brad Cleveland Blog
JANUARY 8, 2020
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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