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The Edge of Service® Newsletter, Issue 15: Getting MobileCustomerService Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
The Edge of Service™ Newsletter, Issue 15: Getting MobileCustomerService Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
The Edge of Service® Newsletter, Issue 15: Getting MobileCustomerService Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).
It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobileservices and support: 1.
It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. The following are important aspects of strategy and planning when building out mobileservices and support: 1.
Here’s a number that should encourage all of us to take another look at our mobilecustomerservice strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
Here’s a number that should encourage all of us to take another look at our mobilecustomerservice strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.
GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customerservice, and established a response …
GM set (and met) two aggressive goals to support their customer-centric vision. Goal 1: Deliver on today’s customer expectations. GM recognized that customers are increasingly turning to social channels for customerservice, and established a response …
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM set (and met) two aggressive goals to support their customer-centric vision.
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobilechannels.
A recent report from Gartner highlights the following insights about customer support – one about the past, one about the future. Both remind us that we must work hard to create consistency across customer contact channels, especially emerging mobilechannels.
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet.
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. Cisco) Mobile data traffic has grown 4,000 fold in the past ten years.
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now 8 billion active mobile subscriptions – more than the population of the planet. Cisco) Mobile data traffic has grown 4,000 fold in the past ten years.
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning.
As mobile and social open up new channels and new types of contacts, it’s critical to forecast and staff for evolving workloads. Mobile and social impact staffing resources, and different types of interactions each require a specific approach to resource planning.
Business Seeks All-in-One CustomerService Software. Salesforce features a robust reporting system, advanced customization options, and a powerful database that keeps track of contacts across channels. DataCar CRM : Allows for appointment scheduling, activity reports, multi-channel marketing, and more.
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