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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.

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Customer Service Survey Time – One More Time!

Esteban Kolsky

How about… Nah, to learn the rest you will have to take the survey and read the results in August. This year we are looking at adoption, usage, mobile customer service, future technologies, empowering agents, and more … much more! Take the survey ! How about if I bribe you?

Survey 74
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Customer Surveys Are Going Mobile

Brad Cleveland Blog

“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. That’s how Forrester analyst Roxana Strohmenger puts it, and I agree.

Survey 20
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Customer Surveys Are Going Mobile

Brad Cleveland Blog

“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. That’s how Forrester analyst Roxana Strohmenger puts it, and I agree.

Survey 20
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One in Every Five Mobile Users Actively Seeks Help While Using an App

Natalie Petouhof

Through an all in one SDK, Helpshift makes it easy for businesses, large and small, to support for their customers through in-app FAQ’s, in-app Chat, a full CRM ticketing system, in app campaigns, and in app surveys, allowing companies to provide a best in class customer support experience on mobile.

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Wanted: Customer Service Change Agents for Contact Centers

Tricia Morris

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. 43% don’t ever review assisted service processes.

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16 Statistics Shaping the Future of Customer Service

Tricia Morris

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. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).