Premium Content

Access "Mobile customer service holds customer frustration at bay "

Published: 19 Mar 2013

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 >>>

Access TechTarget
Premium Content for Free.

By submitting you agree to receive email from TechTarget and its partners. If you reside outside of the United States, you consent to having your personal data transferred to and processed in the United States. Privacy

What's Inside

  • Columns
    • Never stop striving for great mobile apps

      Mobile apps are not spinoffs of their website predecessors—they need to be designed with mobile devices in mind. The formula is the right combination of form and function.

More Premium Content Accessible For Free

  • Contact center technology today requires a new approach

    Managing customer relationships today is about a whole lot more than a weekly newsletter and a few phone lines. Organizations ahead of the curve have...

  • The more the merrier: Customer service goes multichannel

    Multichannel marketing means allowing customers to have conversations on their terms, at their convenience and using the channels -- phone, email, ...

  • Customer experience consistency key to successful CRM

    The age of the isolated call center is over. Organizations need to give customers a number of ways to reach them -- websites, mobile apps, Short ...