Carry the context and data from every interaction seamlessly to the next interaction even if the customer switches channels or switches from self-service to live assistance.
A complete mobile customer experience must leverage all channels available on a mobile device. In fact, the vast majority (70 percent) of consumers would rather text than talk.
The reality is that customer satisfaction is higher in a DIY model largely because we are much more forgiving of ourselves when it comes to service. According to IBM Retail Research, 72% of customers prefer self-service over picking up the phone and 91% would use self-service if it was available.
Consumers use social media to crowdsource for help, speak to a company representative, and publically vent. Brands and consumers are drawn to social media for its inherent simplicity as a communication channel.
Consumers don’t feel they should be constrained by business hours of operation anymore. They are on the go and conducting their business at every hour of the day. As a result, brands should enable their customers to contact them at any hour of the day and on any medium they prefer.
Advances in mobile technology has lessened consumers’ patience for waiting. No one is willing to tolerate a three day wait for an email reply or a hold time longer than a minute. They also have little patience for having to go through a contact center for simple queries that they could have solved themselves.
Consumers expect that they’ll be informed ahead of time if there is going to be a known change in service. Brands can proactively communicate with customers to inform them of order status messages, appointment and prescription reminders, service outage notifications, and other messages depending on business needs.