By Edwin Margulies
(Part II of III)
Salve for Cross-Channel Confusion
You can solve the cross-channel confusion problem and the problem of having to bail from the app to communicate. The answer is surprisingly simple: Do it in-app. In other words, you can add a private message channel, and even an enterprise-connected chat channel inside your enterprise Smartphone app.
The benefit of this approach is smoother channel control. Simply put, you don’t have to jump around from app to app to get simple communications done. And it can be built to provide a common look and feel inside the app – with a common interface.Help for Generic Call Treatment
Let’s face it. Most enterprise Smartphone apps collect a modicum of user information. Take, for example, phone number or email address. This type of data can be passed-along to the contact center in order to aid in intelligent routing. Ditto the ability to provide drop-down lists to enhance the click stream of the user. All of this information can be used to get a customer into the proper queue.
The benefit of intelligent routing is that it is simply more dignified for the customer. You can flip calls around too in the form of a concierge-like callback. This way it is more convenient to the customer and he does not have to wait in line. It’s also a more accurate way of getting the correctly skilled agent on the phone the first time instead of having to re-direct callers from a generic queue. And the contact center benefits with better efficiency for the agent and shorter talk times.
Ban Resolution Limbo
You can use your enterprise Smartphone app as a way to ferret-out unresolved issues. In most apps, there is no avenue for resolution. No panic button. No help button. Enter contact center overlay technology. This is the ability to do media forwarding from inside the Smartphone app so customer service agents may intervene when needed. Imagine getting stuck on a page in a Smartphone app and being able to evoke a chat agent for assistance. We do that on web sites. Why not customer care apps? In addition to media forwarding, protocol conversion can be used to hook in to just about any enterprise.
The benefit of this overlay approach is that the enterprise is able to leverage native agent expertise to help customers. I mean if they don’t do it in-app they are going to vector-in on the agents anyway. Why not make the journey quicker so you can offer a better SLA? Fact is more than 50% of all internet interactions are originated from mobile devices, so it’s time to adapt to that fact.