By Edwin Margulies
(Part I of III)
Sadly, the majority of Smartphone apps were built quickly to fulfill the “cool” mandate. Versions 1.0 rarely scratch the surface of customer care and provide only the fundamentals like checking balances or looking up credits. So what’s the problem? Well the fact that most enterprise Smartphone apps are built in a silo creates channel confusion (phone vs. web vs. chat vs. SMS) and can create more problems than they solve.
Do You Know What Your App Is Doing?
I often ask customer care practitioners if they really know what their Smartphone app is doing. For example, is there a likelihood that chances for cross-sell are getting blocked? Or chances for retention of an angry customer falling away? How about the “contact us” page? Is it nothing more than a speed dial? Can customers communicate with you without having to dump out of the app and go to a discrete communication channel? All of these questions and more are often answered with a knowing nod: “Yes it’s a mess and we have to figure out how to make it better.” Continue reading
By Sarah Rolfing
Today, when it comes to customer service, we all know who is calling the shots. Customers are loosing patience quicker and becoming less forgiving when they encounter a poor customer service experience. The 2012 American Express Global Customer Service Barometer shows that “over half (55%) of consumers have intended to conduct a business transaction or make a purchase, but decided not to based on a poor service experience.” Deciding when, where, and how they want service, the average customer’s service expectations, compared to a decade ago, have skyrocketed.
We can attribute much of the shift in customer service expectations to the smartphone and its precious app offspring. Apps, apps, and more apps! They entertain, teach, narrate our lives, inform, and most importantly, help us. A 2012 study by ClickFox found that “over 78 percent of consumers surveyed use mobile apps for customer service purposes such as billing, account status/updates and interactive chat.” The same study revealed, “over 90 percent of respondents would replace some or all traditional customer service channels with a mobile app if available.” Continue reading