Mobility is moving faster than the speed of light. Today’s six billion mobile subscribers make up 87 percent of the world’s total population, over 300,000 apps have been developed in the past three years and there are now more than 1.2 billion mobile Web users worldwide.
So, how does this translate to the contact center? Through multi-channel customer engagement. Consider that 50 percent of smartphone users would prefer to use a mobile customer service application to try to resolve their issues before calling into the contact center, according to a SpeechCycle and Echo Research Study.
But it’s not as easy as it seems. Every mobile subscriber runs the risk of a bad customer experience. According to a Tealeaf Mobile Transaction Research Report:
- 84 percent of U.S. adults who have conducted an online transaction via mobile in the last year report experiencing a problem.
- 63 percent of online adults are less likely to buy from a company via other purchase channels if they experienced a problem using their mobile phone.
It’s more than clear that customers crave service when and where they desire; however, quality of service cannot be compromised as a result. This is where powerful virtual call center software comes into play. With the right software, contact centers can embrace such features as mobile chat, which lets customers connect and engage wherever they happen to be while never being slighted with poor service. Your customers will be able to interact with your company via your website, but in any way they choose. In other words, your customers can have their cake and eat it, too.
At the end of the day, you have to make sure that you’re part of the 16 percent of companies who offer customers a stellar mobile experience. The right virtual call center software will ensure you do.