Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customers Contact Center 20

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customers Customer Expectations 20

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customers Customer Expectations 20

Brad Cleveland Blog

APRIL 4, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customer Service Customers 20

Brad Cleveland Blog

APRIL 4, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customer Service Customers 20

Think Customers

MARCH 11, 2015

However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Customer Experience Customer Service Mobile Marketing customer experience customer service customer support mobile apps mobile customer service travel'

Customer Service 72

Customer Service Mobile Customer Service Customers Technology 72

CSM Magazine

NOVEMBER 17, 2020

Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services. Discover how to deliver a better mobile experience which will delight your users – Explore the opportunities for automation, asynchronous messaging & AI.

Webinar 52

Webinar Consumers Mobile Customer Service Customer Service 52

Bold360

APRIL 20, 2016

s important for businesses to cater to every aspect of a customer?s s mobile experience. From adopting mobile marketing strategies to optimizing your website for mobile use to streamlining mobile customer service, there are a lot of ways to offer customer support and enhance customer service through mobile solutions.

Customer Experience 60

Customer Experience Customers Mobile Customer Service Customer Service 60

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way.

Customer Service 89

Customer Service Article 2016 Customers 89

ShepHyken

NOVEMBER 4, 2016

With the availability of smart features like click to call service on apps, millennials prefer to receive instant response to their queries. Real-time Assistance: Providing customer service through live assistance is one of the best ways to glorify your customer experience. strategy.

Blog 126

Blog Customer Service Social Media Mobile Customer Service 126

Michelli Experience

DECEMBER 6, 2016

Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator.

Customer Experience 85

Customer Experience Customers Mobile Customer Service Social Media 85

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • The State of Customer Service and Support Evolves . • ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

Mobile Customer Service 40

Mobile Customer Service Social Media Customer Experience Customer Service 40

Win the Customer

JUNE 5, 2017

A thriving, mobile customer service team can only take the most powerful tools in their career arsenal so far. They also need to be empowered to make split second decisions that could make or break a customer’s experience. Empower your employees.

Customer Service 88

Customer Service Customers Mobile Customer Service Call Recording 88

Natalie Petouhof

FEBRUARY 2, 2016

Mobile customer service is very important, as more and more customers are using their mobile devices. Getting help on a mobile device can be very frustrated and companies need to evaluate their ability to service their customers on this very important device / channel.

Mobile Customer Service 45

Mobile Customer Service Customer Relationship Management Customer Service Customer Relationships 45

Customers That Stick

NOVEMBER 10, 2014

Customer Service ‘Top 10’: Our Best Blogs To Get Your Customer Experience Primed For the Holiday Rush - Compilation post from Disney Institute will help you get your Customer Experience holiday ready. Twenty four tips to make it easier for them.

Customers 147

Customers Omnichannel Customer Experience Customer Service 147

Joe Rawlinson

APRIL 25, 2018

Basically, you can make a window to any of your services via a mobile app. Customers will love it. In fact, 75% of customers rely on the Internet and their smartphones when they shop. Additionally, 50% of these customers prefer to use a mobile customer service app before any other means at their disposal.

Customer Service 114

Customer Service Automatic Callback Customers Social Media 114

Kayako

SEPTEMBER 20, 2018

To take advantage of social selling, share useful content and engage with customers in a less overtly sales-driven way on Facebook, LinkedIn and Twitter. . Do Not Neglect Mobile Customer Service .

Customer Experience 81

Customer Experience B2B Sales Customers 81

Tricia Morris

MAY 18, 2015

While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

Contact Center 76

Contact Center Customer Service Customers Customer Satisfaction 76

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customers Customer Service 20

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customers Customer Service 20

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.

Omnichannel 90

Omnichannel Consumers Brands Contact Center 90

Brad Cleveland Blog

JANUARY 3, 2014

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.

Mobile Customer Service 20

Mobile Customer Service Social Media Customer Service Definition 20

Brad Cleveland Blog

JANUARY 3, 2014

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.

Mobile Customer Service 20

Mobile Customer Service Social Media Customer Service Definition 20

Calabrio

JANUARY 19, 2017

Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality.

Customer Satisfaction 59

Customer Satisfaction 2017 Brands Customers 59

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.

Omnichannel 72

Omnichannel Consumers Brands Contact Center 72

Tricia Morris

FEBRUARY 19, 2016

Yet 80% of customer service professionals participating in the same report as above say their current customer service systems won’t meet future needs. Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement ).

Customer Service 70

Customer Service Customers Contact Center Omnichannel 70

Eptica

JUNE 3, 2016

So there is no one size fits all approach to mobile – different use cases drive different channels. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1.

Customer Service 56

Customer Service Customers Contact Center Social Media 56

CSM Magazine

DECEMBER 2, 2015

Clearly companies need to work on their mobile customer service, with over half of those that bought in store via smartphones complaining about the service – 57% in the case of those purchasing from the retailer they were in, and 53% if buying from another company.

Customer Experience 40

Customer Experience Customers 2015 Retail 40

Eptica

AUGUST 5, 2016

It is therefore imperative that you have the right platform in place to manage email queries effectively, efficiently and with the understanding that today’s consumers demand.

Customer Service 49

Customer Service Customers Contact Center Average Handle Time 49

Natalie Petouhof

FEBRUARY 22, 2016

With advanced, cross-channel messaging functionality, it enables customers to start a digital interaction on one device and continue it on another, allowing continuity and continued personalization of interactions. This will advancing mobile self-service and engagement.

Customer Experience 40

Customer Experience Customer Service Customers Customer Engagement 40

ProProfs Chat

MAY 6, 2020

This would help you build a seamless experience for your customers. . 79% of Millennials are more willing to buy from brands that have a mobile customer service portal. (Source: Microsoft ) Tweet this. Since customers like convenience, make sure that you provide that to them when they want and how they want.

Customer Experience 66

Customer Experience 2020 Customers Customer Service 66

SmartKarrot

FEBRUARY 16, 2022

In 2022, concentrating on your mobile user experience is essential. 43% of new-age customers get in touch with customer service via mobile devices. 61% of shoppers would not return to a mobile site/app they had trouble accessing. 62% of Gen Zers shop for products online via mobile sites or applications.

Customer Experience 10

Customer Experience 2022 Customers Customer Satisfaction 10

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Customers 29

Customers Contact Center Call Center Mobile Customer Service 29

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 26

Customer Care Customers Customer Centricity Customer Service 26

Brad Cleveland Blog

JANUARY 8, 2020

GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations.

Customer Care 20

Customer Care Customers Customer Centricity Customer Service 20

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Customers 20

Customers Contact Center Call Center Mobile Customer Service 20

Brad Cleveland Blog

JANUARY 19, 2016

In results that were probably no surprise, a Compuware study found that customers have little tolerance for glitchy or unstable mobile apps. Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime time.

Customers 20

Customers Mobile Customer Service Contact Center Call Center 20