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. Jacada Blog
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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. Articles
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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. I promise you, they are very much worthy if you are embarking on mobile customer service. Yes.
It’s Time for Seamless Mobile Customer Service
GetFeedback
MAY 9, 2018
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.
The push for mobile customer service
Eptica
NOVEMBER 30, 2016
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.
Shaping Your Mobile Customer Service Strategy
Brad Cleveland
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. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategy
Four Best Practices in Mobile Customer Service
Brad Cleveland
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. 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
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. The following are important aspects of strategy and planning when building out mobile services and support: 1.
The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right
Brad Cleveland
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
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
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
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.
Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World
ShepHyken
NOVEMBER 4, 2016
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.
5 Top Customer Service Articles For the Week of December 19, 2016
ShepHyken
DECEMBER 19, 2016
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.
One in Every Five Mobile Users Actively Seeks Help While Using an App
Natalie Petouhof
FEBRUARY 2, 2016
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.
Time-Tested Tips for Handling Tough Contacts
Brad Cleveland
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?
GM Leverages AI in Social Customer Care
Brad Cleveland
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.
Is Mobile a Channel or a Strategy?
Brad Cleveland
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. It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannel
Is Mobile a Channel or a Strategy?
Brad Cleveland
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. It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannel
Mobile Customer Support
Brad Cleveland
AUGUST 2, 2016
Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service
Time-Tested Tips for Handling Tough Contacts
Brad Cleveland
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”?) 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
For the First Time Ever, the Customer Is in Control
Brad Cleveland
JUNE 18, 2014
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
JUNE 18, 2014
Call Center Contact Center Customer Experience Customer Service Leadership Mobile Videos customer experience mobile customer service
GM Leverages AI in Social Customer Care
Brad Cleveland
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.
Mobile Customer Support
Brad Cleveland
AUGUST 2, 2016
Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy mobile customer service
Staffing for Mobile Services
Brad Cleveland
FEBRUARY 5, 2015
Call Center Contact Center Customer Service Mobile Videos Workforce Management Brad Cleveland mobile customer service workforce management
Staffing for Mobile Services
Brad Cleveland
FEBRUARY 5, 2015
Call Center Contact Center Customer Service Mobile Videos Workforce Management Brad Cleveland mobile customer service workforce management
Developing a Mobile Customer Access Strategy
Brad Cleveland
FEBRUARY 16, 2016
Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy leadership mobile customer service
Developing a Mobile Customer Access Strategy
Brad Cleveland
FEBRUARY 16, 2016
Call Center Contact Center Customer Access Strategy Customer Service Leadership Mobile Videos Brad Cleveland customer access customer access strategy leadership mobile customer service
CheapOair Humanizes Technology with In-App Customer Service
1 to 1
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
Creating Mobile Services? Get the Contact Center Involved Early
Brad Cleveland
JANUARY 20, 2015
Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy mobile customer service strategy
Creating Mobile Services? Get the Contact Center Involved Early
Brad Cleveland
JANUARY 20, 2015
Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos Brad Cleveland customer access customer access strategy mobile customer service strategy
Staffing for Mobile
Brad Cleveland
JANUARY 26, 2016
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Videos Workforce Management Brad Cleveland customer access strategy customer experience customer relationships mobile customer service multichannel ominchannel workforce management
Staffing for Mobile
Brad Cleveland
JANUARY 26, 2016
Call Center Contact Center Customer Access Strategy Customer Experience Customer Relationships Customer Service Leadership Mobile Multi-channel Support Videos Workforce Management Brad Cleveland customer access strategy customer experience customer relationships mobile customer service multichannel ominchannel workforce management
How’s Your Mobile Customer Support?
Brad Cleveland
FEBRUARY 24, 2015
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 strategyBillion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
How’s Your Mobile Customer Support?
Brad Cleveland
FEBRUARY 24, 2015
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 strategyBillion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
Mobile Customer Support – It Takes a Cross-Functional, Unified Strategy
Brad Cleveland
MAY 13, 2014
Call Center Contact Center Customer Access Strategy Customer Service Mobile Multi-channel Support Videos customer access strategy leadership mobile customer service
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