Over a third of consumers regularly use a mobile phone to contact customer service today, and the number is growing quickly*. Mobile consumers expect anytime, anywhere service with immediate access to rich information. Do you have a strategy for serving your mobile customers’ needs?
Mobility Is Changing The Face of Customer Care
Mobile trends can make delivering on the customer care promise even more complex, but they offer new opportunities as well, such as device-based customer care. Today, solutions such as Nuance Mobile Care enable wireless subscribers to transact business and get information directly from their mobile phone using their screen and keypad.
The Future of Mobile Customer Care
But this is the tip of the iceberg. Advances in network speed and bandwidth and burgeoning device capabilities will result in greater freedom and choice for consumers, which in turn will drive greater expectation of flexibility and immediacy when obtaining service. These same advancements will give businesses the ability to deliver increasingly personalized, contextually-aware service experiences resulting in happy, loyal customers.
Our contact center customer care experience includes helping our clients develop their mobile customer care strategies, often leveraging our mobile care platform and rich set of mobile clients for speech, text, handwriting and gestural input as well as mobile search and content discovery. We can help your business, too.
*Driving Consumer Engagement With Automated Telephone Customer Service”, October 29, 2009, a commissioned study conducted by Forrester Consulting on behalf of Nuance Communications.
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