The Trouble with Mobile Customer Service Apps

Jacada

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

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.

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.

The push for mobile customer service

Eptica

Date: Wednesday, November 30, 2016 The push for mobile customer service. The rise of mobile is driving customer service change in five key ways: 1. Much of this is being driven by the always-on mobile world, but it equally impacts other channels.

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 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).

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.

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. Their expectation from any particular service remains high; be it a home.

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. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral.

CheapOair Humanizes Technology with In-App Customer Service

Think Customers

However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Despite our innate affinity to journey all over the world, travel can often become complicated.

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

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

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.

Staffing for Mobile Services

Brad Cleveland

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

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

Staffing for Mobile

Brad Cleveland

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

Creating Mobile Services? Get the Contact Center Involved Early

Brad Cleveland

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How’s Your Mobile Customer Support?

Brad Cleveland

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Brad Cleveland idc mobile customer service strategy

The Magnitude of Mobile

Brad Cleveland

Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet.

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

Developing a Mobile Customer Access Strategy

Brad Cleveland

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Cell Phone Inventor Predicts the Next Big Thing

Brad Cleveland

One idea is to charge phones using radio frequencies, … Call Center Contact Center Customer Service Mobile Brad Cleveland Marty Cooper mobile customer service

Smartphone Growth

Brad Cleveland

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%). As of December 2014, nearly 75% of all U.S.

Are Your Mobile Apps Ready for Prime Time?

Brad Cleveland

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there.

Study 28

Smartphone Statistics

Brad Cleveland

… 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

Multichannel Contact Centers, by the Numbers

Brad Cleveland

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels?

A Fundamental Shift in Customer Service

Brad Cleveland

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Get It Right with Mobile Apps

Brad Cleveland

Mobile apps are an important part of the emerging customer service landscape. In results that are probably no surprise, a recent Compuware study found that customers have little tolerance for glitchy or unstable mobile apps.

Study 26

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. So, how do you get started? Let’s begin with a short note on definition.

The Channels of Service Organizations Provide

Brad Cleveland

Here’s a snapshot of how many organizations currently provide the following service channels for customers, according to a recently-released report from the International Customer Management Institute: Phone, inbound 98% Email … Uncategorized Contact Center customer access strategy Customer service statistics mobile customer service Social Media

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.

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

Going Mobile: 1980s and Now

Brad Cleveland

billion mobile phone subscribers worldwide 13.4 billion app downloads in first … Mobile Uncategorized customer access mobile customer serviceCheck out this 1980’s Motorola ad for cellular telephones. There are only a few thousand cellular phones in use right now, but that number is expected to increase considerably…” Increase it did!

10 Customer Experience Best Practices for all B2B Sales Teams

Kayako

In the current climate, customer experience is one of the main battlegrounds for sales organisations, often out-ranking factors like product and price. It is, therefore, no real surprise that many sales companies are increasing investment in customer experience training and coaching efforts.

B2B 258

Nailing the Numbers – Your Future Equals Your Customer Experience

Michelli Experience

I’ll admit it, as a customer experience consultant I have a tendency to see improving customer experience as a cure for all business ills. Clearly, a bevy of mounting research does indicate your company’s’ future is linked to the consistent delivery of a differentiated customer experience. Forrester found that 71% of consumers say that valuing their time is the most important thing a company can do to provide them with good service. .