Mobility Offers New Customer-Service Opportunities

By Dennis McCafferty
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    Deciding Factor

    Deciding Factor

    98% of consumers say customer service has an impact on whether they ever do business with a company again.

A growing number of consumers are very receptive to the idea of pursuing customer service issues via mobile apps, according to a recent survey from Contact Solutions. However, the vast majority of customers continue to follow up on problems they have with products and services the old-fashioned way: with a phone call. This represents an unfulfilled opportunity for companies when you consider how many users are embracing mobile technologies. Texting, for example, accounts for roughly one in every seven minutes that smartphone users spend on their devices. (That's second only to talking.) The survey findings also reveal that organizations have a long way to go to transition their customer service experiences to the mobile age. "Consumers are fundamentally unhappy with the state of customer service, especially when it comes to their mobile service interactions," says Michael Boustridge, CEO of Contact Solutions. "The first line of defense against customer complaints is your contact center. To start meeting the needs of customers, companies must develop a strategy that effectively meets [customer] needs, while also providing them with a positive, interactive engagement." More than 1,200 consumers took part in the research.

This article was originally published on 2014-04-17
Dennis McCafferty is a freelance writer for Baseline Magazine.
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