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The Customer Experience via Mobile Technology
By: Gideon Hollander
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With the unprecedented growth in mobile devices, social media and collaboration tools, providing a unified customer service experience is more important than ever before. With mobile devices becoming the “go to” device for many, customer care organizations have an onerous burden to support customers that have little patience for disconnected support channels or long wait times. Customers expect to reach an organization anytime, anywhere.
The mobile revolution has helped to make the world a more “connected” place. Mobile devices connect customers to each other in unprecedented ways. Mobile applications connect them to businesses to give them an enhanced user experience. It’s a connected world. Which makes one wonder why the customer service experience remains so disconnected?
Siloed Support Channels
One reason the customer service experience remains disconnected for many is because of siloed support channels. A conversation started in one channel generally cannot be continued in another. Worse still, the information a customer receives in one channel is often different or contradictory to what was provided in another channel.
Read the entire Gideon Hollander article
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