Wednesday, January 16, 2013

2013 Research: Mobile Customer Service Strategy Results Released


The International Customer Management Institute (ICMI) has released its 2013 research report, A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation, including key findings and study results.
The study results were collected from a late 2012 online survey to 422 customer service professionals. Worldwide participants from various industries and all levels of the contact center answered questions pertaining to their Mobile Customer Service Strategy. The research shows that contact centers recognize the importance of providing mobile customer service directly from the device, but that they aren’t always sure how to implement. Those contact centers that get involved early in the planning and support of the Mobile Customer Service Strategy will have the best opportunity to provide the desired customer experience.

The argument for mobile customer service is strong, and a solid plan is imperative to a successful implementation. When built correctly, a Mobile Customer Service Strategy will provide lasting benefits to the company, and the contact center. The key benefits that contact center leaders can expect to gain will extend far beyond 2013.

A few  key findings from the research study include:

-- Over 43% say their company knows mobile customer service is a priority

-- 68% say it improves their user experience

-- Almost 62% think it’s a competitive differentiator

-- 44% are in the planning stages

-- Only 25% report actually having a mobile customer service strategy for 2013

More information on customer service and support research can be found at
www.SupportIndustry.com

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