Mobile phones, just as important as deodorant?

Published on 17 February 2015 by in Latest News

A 2014 US survey found that 96 percent of consumers view their smartphones as more important than both their deodorant and their toothbrush.

iStock 000031129120 Small 300x199 Mobile phones, just as important as deodorant?It has been predicted that 2015 will be the year that there will be more people accessing the web using a mobile device than a wireless computer, with tablets and smartphones likely to represent 87 per cent of the worldwide smart connected device market by 2017.

Effective customer service has the potential to generate positive and engaging customer experiences and, when necessary, allow a company to act fast to reduce damage done by negative comments online. From email and telephone to social media, customers now have all the customer service channels they require at their fingertips 24 hours a day, via their smartphones or tablets. Yet, many businesses are still not prioritising mobile customer service and experience as a key channel.

In a new Gartner Predicts 2015 research note, Gartner analysts say that weak mobile customer service is a drag on present and future customer engagement. “Marketing may fill the sales funnel, and the sales department can close a deal, yet it is the overall impression of the enterprise generated by the quality of customer service that differentiates one enterprise from another,” said Michael Maoz, vice president at Gartner.

With 75 per cent of consumers expecting companies to make answers to all their common queries and questions available via smartphones, numero believe that it is time to start turning mobile customer service into a priority and a key customer service channel.

iStock 000041064852 Small 300x199 Mobile phones, just as important as deodorant?A study carried out by Nuance revealed that 72 per cent of consumers have a more positive view of a company if it provides a mobile customer service app, with customers claiming they like customer service apps for reasons including convenience, availability and their personal approach. Unrestricted from the desktop or a call centre queue, the mobile user is free to contact a business virtually anywhere and at a time of their choosing. As this technology continues to advance it seems inevitable that this communication channel will become the preferred method of engagement for a large proportion of consumers.

As the Internet of Things becomes more prevalent, Gartner has predicted that customer service interactions with human support agents will reduce by a half by 2017 and Forrester forecasts that by 2018 mobile devices will offer highly customised service experiences. These mobile experiences are expected to be highly tailored to the individual user, factoring in information on the user and using a variety of sensors to assess their current location and situation.

Although assisted service is unlikely to ever disappear, there’s little doubt that self-service done properly will continue to gain popularity amongst organisations and their customers. The challenge therefore is to ensure that self-service, across all devices,   is an asset to the brand rather than a barrier to customer satisfaction. At numero we pride ourselves on helping businesses deliver superior customer experiences irrespective of the communication channel or device used, and our mobile self-service applications continue that tradition.

You can find more information about numero360 mobile self-service applications on our website or alternately you can discuss the service with us on Twitter.

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3 Customer service trends providing great customer experiences

3 Customer service trends providing great cust...

3 Customer service trends providing great customer experiences

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