Mobile devices are becoming an essential platform for today’s businesses as they are enabling new opportunities for customer interaction. Since customers are spending more and more time on mobile devices, there is an increasing expectation that companies offer mobile customer support. As customer care professionals determine what mobile customer support tools will best fit their business, the challenge will be how to ensure these tools put the customer experience first.
Goldman-Sachs recently reported that by 2014 mobile traffic to websites will exceed desktop traffic, and by 2015 81 percent of U.S. cell phone users will have smartphones. Additionally, according to Yahoo, 86 percent of mobile Internet users use their mobile device while watching TV, with 37 percent of those browsing the Internet for non-TV-related material.
That being said, today, defining a customer experience (CX) is the center of debate among customer care professionals. While some argue that the customer’s online or digital interactions and perceptions of a company are paramount, others highly value the personalized customer connection, whether on the phone or in-person.
The new Angel Mobile Voice blog series outlines how companies can build a mobile CX that unlocks the value of mobile devices and creates a personalized customer interaction. Angel, a provider of on-demand customer engagement solutions, has created this blog series to address how organizations can effectively approach and execute on their mobile CX, leading to an improved customer care strategy.
“The mobile CX can be defined as any interaction a customer has with a company via a mobile device throughout the entire customer lifecycle – not just at one specific moment,” Kelly Weinhold, product strategist at Angel told TMCnet in an exclusive interview.
This includes a customer's interactions with a company's mobile app with features such as push notifications and SMS messages. Mobile apps on smartphones have exploded in popularity and provide companies with another avenue for customers to interact with brands and vice versa.
“Angel is hoping to highlight the importance of the mobile customer, and provide a game plan for how companies should think through and address the needs of this very important - and growing - demographic of customers,” said Weinhold. “Additionally, we will point to benefits and flexibility provided by mobile devices and underline several strategies and tactics that companies can leverage to activate their mobile applications.”
As a leader in customer experience management solutions, Angel will continue to drive CX with new and emerging channels, such as mobile platforms. “Angel’s mission is to help companies delight their customers regardless of how or where the interaction occurs,” she said.
The blog series lays out questions and ideas to assist companies in defining their mobile customer.
“Depending on the company, the mobile customer is going to look and act different. With our blog series, our goal is to help companies identify who their mobile customer is and provide the tools to help each organization tailor a customer experience for their customer base,” explained Weinhold.
The blog series will also help organizations define the Mobile CX Bill of Rights, a set of expectations that the mobile customer can expect any company to meet. This will make it for businesses to develop a list of “rights” that a mobile customer can and should expect from companies as they interact with brands on their mobile devices.
Want to learn more about today’s powerful mobile Internet ecosystem? Then be sure to attend the Mobility Tech Conference & Expo, collocated with ITEXPO West 2012 taking place Oct. 2-5 2012, in Austin, TX. Co-sponsored by TMC (News - Alert) Partner Crossfire Media the Mobility Tech Conference & Expo provides unmatched networking opportunities and a robust conference program representing the mobile ecosystem. The conference not only brings together the best and brightest in the wireless industry, it actually spans the communications and technology industry. For more information on registering for the Mobility Tech Conference & Expo click here.
Stay in touch with everything happening at Mobility Tech Conference & Expo. Follow us on Twitter.
Driving Performance with Embedded Business Intelligence Analytics
Download this white paper and see how BI analytics can help you turn customer data into a competitive advantage.
Migrating Legacy End of Life IVR
Download this white paper to learn how migrating a legacy IVR can improve your customer retention strategy.
Self-Service Performance Analytics Creates Greater Customer Engagement
Business intelligence increases customer loyalty and reduces costs. Learn more in this new Genesys white paper.