Christmas goes mobile: customer service in the age of mobile commerce

Published on 10 December 2012 by in Latest News

mobile customer interaction management apps christmas Christmas goes mobile: customer service in the age of mobile commerce

Predictions suggest 47 per cent of UK consumers intend to complete at least part of their Christmas shopping via a mobile device during the festive season. This has led many retailers to question whether they are fully prepared for the current mobile revolution, particularly in terms of customer interaction management.

The growth of mobile commerce in the past year has vastly surpassed expectations, with Paypal reporting 190 per cent year-on-year growth in US mobile payment volumes during ‘Cyber Monday.’ This trend is set to continue in Britain, with a recent survey suggesting 31 per cent of UK consumers intend to spend the majority of their Christmas budget via a smartphone or tablet.

PayPal spokesman, Rob Skinner, is quick to attribute these changing shopping habits to the convenience of the mobile customer experience, stating:

“We’re finding it easy to buy presents in our spare time, whether it’s on the morning commute or in front of the TV. It means we can avoid the weekend rush on the high street.”

“The age of mCommerce is finally here,” asserts the CEO of a major UK mobile media company. “It seems that the industry and retailers have done a good job of winning consumer confidence and trust to overcome the barriers that existed previously.”

Many businesses have already reacted to this shift in consumer behaviour by moving to optimise their site for mobile browsing. However, it is also important that retailers look beyond mobile as a marketing tool and towards also adapting their after-sales care and customer service offerings with mobile consumers in mind.

Dedicated customer service apps, used in conjunction with existing customer interaction management data systems, are a convenient way to service this growing market, with 72 per cent of consumers reporting they would willingly replace a traditional customer service channel with an app.

In parallel, CIM apps can also lead to significant efficiency gains, reducing the need for customer service assistants by offering automated responses to the most common customer queries.

Contact numero to discover how developing a dedicated mobile customer service app could improve customer satisfaction for your business.

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