Putting the Smart into mobile customer service
So what does this mean for customer service strategy? With more and more customers using smartphones to access the web and other services, your contact centre needs to be able to cope. Firstly, ensure that your website is optimised for smartphone browsing so that information is clear and easy to read. Research what customers are looking at while on the move – such as location information or opening hours and make sure that this is prominent and available. Secondly, consider whether you need to create a company branded app to help provide tailored customer service – don’t just do it for the sake of jumping on the bandwagon, but make sure your app adds value and integrates with your overall strategy.
And finally don’t forget that smartphones are still phones – people will still use them to call your contact centre so ensure that you have skilled agents in place to answer their queries.