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However, mobile applications can provide greater, more direct access to the information customers need. Smart devices not only enhance accessibility; they also improve the method of interaction, particularly when a customer troubleshoots a problem or seeks answers to his questions.
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Smart devices provide touch, type and talk capabilities, so customers can choose the methods most convenient for them at that time. Apps on these devices can offer tailored plans, products and promotions, based on a customer's data usage, plan features, past behavior and preferences. The playing field is level when it comes to products, services and pricing plans, making customer service a key driver for organizations looking to distinguish themselves. Smart devices have changed how consumers communicate with one another, not to mention, with the companies they patronize.
Businesses that recognize this change and create customer service strategies and tools that leverage these connected devices will have a real opportunity to impact their bottom lines, and retain and grow their customer bases.
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By connecting with customers on-the-go, companies create customer loyalty, which translates to retention. As customers choose to stay with the company, they'll expand the services they use, products they buy and the amount of money they spend. The consumer is looking for a personalized experience, and the mobile channel provides the best opportunity to do so. Companies can offer customer services relevant to the individual in question — be it the applications and products they subscribe to, their location information, etc.
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When a company keeps information up to date and consistent with a smart mobile app, its customers receive the same answers, regardless of channel. This enables a deeper understanding of customer relationships, and delivers tailored and personalized experiences. Calls previously handled by contact center agents can be addressed directly by fellow consumers.
Why the Shift to Smartphones?
Provide direct access to information, troubleshooting tools and diagnostics. This foresight drives down costs.
Businesses want to strengthen and improve customer relationships, and customers want the most value for the least amount of money. However, customers will remain loyal to companies that can enhance the user experience and foresee their needs. While the call center will still remain an important part of the customer service experience, smart devices can provide richer features and more in-depth assistance — all on-the-go. Call centers will become a secondary mode of communication, no longer preferred by the masses.
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Call Center Routing May Soon Have Something in Common with Online Dating
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