It’s Time for Seamless Mobile Customer Service

GetFeedback

Modern customers prefer modern support. Stay ahead of the curve by providing great mobile customer service. Alexa Lemzy from TextMagic explains how. Articles

The push for mobile customer service

Eptica

Date: Wednesday, November 30, 2016 The push for mobile customer service. And they are using it for buying as well as researching products and services – last Christmas Amazon reported that 70% of its customers shopped through a mobile device , while half of Walmart’s orders between Thanksgiving and December 1 were via mobile. The rise of mobile is driving customer service change in five key ways: 1.

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It’s Time for Seamless Mobile Customer Service

GetFeedback

This is a guest post by Alexa Lemzy, customer service manager of TextMagic. Excellent customer service is a cornerstone of most successful businesses. Today, customer service goes beyond the call center. And with more and more customers doing their shopping online, it’s not just about the brick and mortar customer experience either. Online customers are shopping on their mobiles more than ever. Optimize your website for mobile.

The Trouble with Mobile Customer Service Apps

Jacada

The theory behind mobile customer service apps may be sound, but in practice, the challenges to adoption are significant. Read More. Jacada Blog

Four Best Practices in Mobile Customer Service

Brad Cleveland

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. The following are important aspects of strategy and planning when building out mobile services and support: 1.

2014 20

Four Best Practices in Mobile Customer Service

Brad Cleveland

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. The following are important aspects of strategy and planning when building out mobile services and support: 1.

2014 20

Shaping Your Mobile Customer Service Strategy

Brad Cleveland

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. Call Center Contact Center Customer Service Mobile ICMI mobile customer service strategy

2014 20

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service™ Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right

Brad Cleveland

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Mobile Customer Service: New Statistics from ICMI

Brad Cleveland

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.

2013 20

Mobile Customer Service: New Statistics from ICMI

Brad Cleveland

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.

2013 20

Guest Blog: Deliver Them Amazing and They Will Love You Back: Millennial World

ShepHyken

This week on our Friends on Friday guest blog post my colleague, Shaista Haque, writes about the millennial generation’s use of technology and how it is affecting their customer experience. The millennial consumer must be understood in order to deliver an Amazing customer service experience. Their expectation from any particular service remains high; be it a home. Moreover, digitalization has set high standards of delivering exceptional customer service.

2016 100

5 Top Customer Service Articles For the Week of December 19, 2016

ShepHyken

Each week I read a number of customer service articles from various online resources. 5 Technologies for Delighting Connected Customers by Vala Afshar. He’s come out with an article that identifies five technologies that, for some businesses, are “table stakes” if they want to remain competitive in the marketplace and relevant to their customers. Making the Case for Investing in Social and Mobile Customer Service by SparkCentral.

2016 74

CheapOair Humanizes Technology with In-App Customer Service

Think Customers

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

2015 61

One in Every Five Mobile Users Actively Seeks Help While Using an App

Natalie Petouhof

Helpshift’s customer support platform for mobile shares proprietary data reveals the importance and impact of in-app support for the mobile industry. Helpshift, a mobile support platform revealed new proprietary data that showed: One in every five mobile users actively seeks help within the apps they use. billion mobile devices polled, 20% percent actively sought help. Just as other technology is evolving, so too is CRM and customer support.

2016 43

GM Leverages AI in Social Customer Care

Brad Cleveland

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.

GM Leverages AI in Social Customer Care

Brad Cleveland

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.

Time-Tested Tips for Handling Tough Contacts

Brad Cleveland

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”?) As writing … Call Center Contact Center Customer Experience Customer Relationships Customer Service Organization and Culture Brad Cleveland Call Center Management On Fast Forward Contact Center Management on Fast Forward customer experience customer relationships mobile customer service

2020 21

Time-Tested Tips for Handling Tough Contacts

Brad Cleveland

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”?) As writing … Call Center Contact Center Customer Experience Customer Relationships Customer Service Organization and Culture Brad Cleveland Call Center Management On Fast Forward Contact Center Management on Fast Forward customer experience customer relationships mobile customer service

2020 20

Mobile Customer Support

Brad Cleveland

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2016 24

Developing a Mobile Customer Access Strategy

Brad Cleveland

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2016 24

For the First Time Ever, the Customer Is in Control

Brad Cleveland

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2014 20

For the First Time Ever, the Customer Is in Control

Brad Cleveland

Call Center Contact Center Customer Experience Customer Service Leadership Mobile Videos customer experience mobile customer service

2014 20

Is Mobile a Channel or a Strategy?

Brad Cleveland

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. It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannel

2014 20

Is Mobile a Channel or a Strategy?

Brad Cleveland

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. It would be like … Customer Access Strategy Mobile Customer Service mobile customer service multichannel

2014 20

Staffing for Mobile

Brad Cleveland

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2016 23

Staffing for Mobile Services

Brad Cleveland

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2015 21

Mobile Customer Support

Brad Cleveland

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2016 20

Staffing for Mobile Services

Brad Cleveland

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2015 20

Developing a Mobile Customer Access Strategy

Brad Cleveland

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2016 20

Staffing for Mobile

Brad Cleveland

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2016 20

A Fundamental Shift in Customer Service

Brad Cleveland

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2014 20

A Fundamental Shift in Customer Service

Brad Cleveland

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2014 20

Creating Mobile Services? Get the Contact Center Involved Early

Brad Cleveland

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Creating Mobile Services? Get the Contact Center Involved Early

Brad Cleveland

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