An online presence is necessary for any company looking to succeed in today’s ultra-competitive market. That’s because clients and end users are more likely than ever to interact with their service providers over the Internet – be it for research, account management or basic support. To take this a step further though, is to successfully develop an online presence that is also mobile-friendly.
The importance of this is pointed to in a recent study conducted by Pew Research Center’s Internet & American Life Project. According to the research, of the Americans that have cellphones, 63 percent use their device to visit company websites; meanwhile, 57 percent of American cell phone users use their device for general Internet browsing.
It might feel like you have all the time in the world to establish or strengthen your company’s mobile presence; however, the above data shows that now is the best time to establish this strong online presence. Therefore, an important caveat to consider when bolstering this presence is that clients will access information not only on their mobile devices, but on their computers as well. A website needs to be engineered to be functional across every feasible platform so that one experience isn’t necessarily stronger than another. In other words, you don’t want your customers to select a channel because it’s more functionally sound; you want them to choose it because they genuinely prefer it.
The numbers don’t lie. It’s become more than clear that deploying a call center solution that ensures strong online and mobile service support is a vital investment. Cell phone use is quickly becoming synonymous with online use (that is, if it already hasn’t become so). By effectively embracing today’s modern online culture, your company can effectively future-proof itself.
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