Access "Mobile customer service holds customer frustration at bay "
This article is part of the Special Edition, March 2013 issue of Moving Service: Staying Connected With Mobile Apps
When customers need help, they don't want to log on to a mobile application and search through a list of frequently asked questions before ultimately having to use another channel to reach a customer-service operator, a step they could have taken in the first place. They want to take care of everything on the mobile app without the restart. Still, most apps today offer only that one-way street, with no real-time place to go if a customer needs assistance halfway through an interaction. Customers want mobile customer service to have mobility. When customers can't get the help they need through a mobile app, companies lose money, said Art Schoeller, an analyst at Forrester Research Inc. They are forced to dial up customer service and repeat information to an agent, who has no context for the conversation and spends extra time handling the call. An increase in handle time is bad for business, Schoeller said, and mobile technology, after all, is there to solve just that problem. Companies can overcome this challenge with an integrated mobile contact center, ... Access >>>
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Mobile customer service holds customer frustration at bay
by Cameron Kittle
As customers try to solve more problems using mobile apps, they should still have the option to talk to an agent without having to repeat themselves.
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