About a few decades ago, customer conversations were restricted to a few touch-points, such as face to face, postal mail and telephone services. Nowadays, contact centers attend to customers using different online channels, the recent game-changer being the smart phones and tablets. With more than 1.96 billion people using smart phones presently and more than half of the world’s population likely to turn into smart phone users by 2018, mobile has turned into an integral part of life.
Smart phones owe their prominence to mobile apps that lets the users completely benefit from their smart phone’s potential. By 2018, mobile applications will probably be downloaded more than 368 billion times, hatching revenue of more than $97 billion.
Mobile applications are crucial channels for driving content and services in addition to allowing companies to touch base and engage with their customers directly. As customers start using the apps, the data they are continuously funneling turns into a profitable resource, changing the contact center’s fundamental interaction prototype with the customers.
How Mobile Applications are Modifying the Landscape of the Contact Centers?
Anytime and at Anyplace Interactions: Customers these days wish for simple and fast access to information, be it details regarding a product, purchase support, looking for a location etc.. Contact centers can get in touch with customers using mobile applications and either respond to their inquiries directly or have a self-serving platform with advanced call support, if necessitated. Customers usually choose companies that offer such convenient interactions, providing the brand a clear cut advantage.
Augmented Customer Experience: Customer experience can be augmented by conclusively tackling the rich contextual information regarding customers collected via mobile applications, updated instantly as customers use their mobile phones. Contextual information comprises of customer data like account numbers, purchase history, demographics, location of the customer, websites browsed, past customer support experiences and other details. This data enables the contact centers to become more productive as they can prioritize and personalize discussions. Established on the customer data they own, they can map callers to the brokers who can correspond with the customers in the best possible manner, thereby ascertaining delivery of top-notch services at any given time.
Enhanced Performance: With mobile apps, contact centers can mail their customers an easy and short survey after each service or make a call to establish the success of the interaction. The reviews that customers provide are quite essential for the contact center.
Mobile apps that are focused on intensifying customer relationships, offer precise customer identification, improve allegiance and satisfaction and drive raised Return on Investment. Companies cannot overlook the impact of these applications. For enterprises that expeditiously integrate apps and services, the sky is the limit for specialization and innovation.