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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