A whopping 84% of people cannot go a day without using their mobile phone according to a poll by TIME Mobility. We have developed a needy relationship with our mobile phones and tablets as these necessities help us to survive in today’s digitally connected world. It won’t come as a surprise then, that as consumers, we’ve come to expect the vast majority of customer service interaction to happen in an online environment. Some of us use our mobile phones and tablets exclusively to access online searches for products and services. It makes sense that contact centres should grab this opportunity to connect with customers, investing in responsive web self service and live chat facilities to reduce both customer and contact centre stress levels. A recent study by self-service technology reviewer, Software Advice, of a sample of 100, business-to-consumer, Fortune 500 companies report that:
60% of customers will call a company if the website is inconvenient.
Of the 40% who don’t call, some customers simply abandon the company altogether.
63% of the sampled companies have an effective form of self-service with a whopping 87% having a mobile-friendly site.
Many businesses however have been slow to expand their online customer service strategy into mobile platforms, unaware of the impact this could have on customer experience. Should access to web self-service not be mobile friendly, live chat not be available on tablets or smartphones and websites not have a dedicated responsive in design for mobile or tablet viewing, customers are likely to get frustrated, give up or resort to more costly channels, such as voice to resolve their query. At the end of our series of 'Spring clean your contact centre' blogs, feel free to visit our download section on our website for the whitepaper conclusion. In the mean time, we have an array of free best practice guides, whitepapers and infographics that offer insight into:
Increasing customer satisfaction & loyalty levels
Reducing customer contact – improving first contact resolution
Offering a consistent multi-channel customer service