How to Enhance the Mobile Customer Experience

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How to Enhance the Mobile Customer Experience
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Introduction

• Mobile communication is a cultural shift that has
  compelled companies to work on improving mobile
  experience, driven by mobile applications, for
  their customers.
• We all know the importance of these mobile
  applications and their impact on our daily
  routine. They are typically computer programs
  that run on a mobile device.
• Looking at its importance, various companies like
  banks, airlines, insurance firms are offering
  mobile solutions for their customers on the
  contrary, the outsourcing industry, as an effort
  to offer flexibility to their employees, has
  brought in the call center software for mobile
  devices.

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• To quickly summarize the importance it has,
  consider Susan, marketing manager of ABC
  Enterprise, is on her way to the office.
• Shes walking to work with her Smartphone and
  suddenly realizes that her electricity bill is
  due today.
• Unfortunately, she cant run to the electricity
  bureau due to her work commitments. So she takes
  her Smartphone, downloads the Electricity Board
  (EB) application offered by the electricity
  department, and pays the bill online.
• Ya, it was that easy! Without going to the
  electricity board, physically, Susan could pay
  the bill at her own convenience within a few
  minutes.

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• Mobile applications are taking over our
  traditional lifestyles and the world is turning
  high-tech with the increasing inclination of
  millennial towards Smartphones a factor
  majorly responsible for the origin of mobile
  applications.
• But lets look at how the evolution of mobile
  applications is expected to benefit companies.
  Apart from reaching a wider audience, what more
  does it have in stores for you or, more
  precisely, your business?

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•     
• You can get granular insights about your
  customers
• It is easier to tailor customer response based on
  their specifications or demographics
• With the growth of mobile applications, you can
  reach out to a worldwide audience
• The most important concern for a company is cost,
  addressed by mobile applications.
• It saves the companys marketing cost and lets
  the company send regular updates to their
  customers.
• Once a customer downloads your application, his
  world revolves around it. For instance If you
  download shopping applications like Jabong and
  Amazon, you will tend to look up for shopping
  inspirations on these applications throughout
  your life cycle. Believe it or not, it happens!

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• It is time we start looking at mobile as a
  dramatic change that is taking over the service
  industry. Customers expect quick service, prompt
  replies, and look forward to having your presence
  across their preferred modes of communications.
• This could be a reason why companys use 3
  different modes of communication to deliver one
  notification Messaging, email and application
  feed.
• Lately, call centers have started leveraging
  these applications to ask pre-calling questions
  and make customer support /response more
  efficient.
• I definitely want to move ahead and show you how
  it facilitates communication, but unlike other
  times Ill outline few challenges it can address.
  Take a look

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How to optimize cost-per-call without
compromising the customer experience
Most companies these days pressurize employees
with their high demands. Optimizing
cost-per-call is a high priority, although
maintaining customer service quality is equally
important. You could do this using the following
pointers     You could pick good call center
solutions to assist your efforts     The job
requires employees to be trained, so as to deal
with the sensitive issues. This makes it
important for you to optimize hiring and training
programs.      There are various activities you
could engage in, namely call monitoring, call
back from queue, skill-based routing,
self-service options, call resolution and
scheduling.     You could look at offering work
flexibility to employees, allowing them to work
remotely.     Last but not the least, optimize
business tools used to interact with the
customers.
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How an investment in a mobile application can
improve call center performance

• Mobility has created opportunities to improve the
  customer interactions. This has lead to the
  adoption of mobile technology, applications,
  amongst businesses to accomplish various
  operations like telemarketing, reporting,
  customer service, back office operations and
  promoting their brand adding ease to their
  business process.
• Mobile application allows your employees/
  customers to access the required data online/
  offline, as per their convenience. To add more to
  it, a business app will let you manage bookings,
  shop, manage quick transactions, make mobile
  payments, read and save data for later use. All
  of this makes it a small investment with huge
  returns (ROI).
• Many contact centers have already adopted mobile
  applications to improve their customer service,
  allowing the customer to access voice and
  non-voice channels within the app.
• You can get in touch with an agent directly
  through the application or request a call back at
  your desired time. In such cases, the customers
  details are forwarded to the agent. This keeps
  the agent informed and allows the company to
  provide cross-channel experience.

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How you could maintain transaction security

• The most common aspect of the outsourcing
  industry has been caller authentication, in-spite
  the numerous fraudulent transactions happening.
• Caller authentication has an automated IVR
  component as well as a live challenge and
  response component. These components could lead
  to an increase in the call handling time,
  increasing the overall cost.
• A solution to this is, using the call center
  software solutions for secure voice transactions
  that will allow you to mask the Dual Tone
  Multi-Frequency (DTMF) tones, replacing them with
  a flat tone when the customer is entering their
  credit card details to maintain the complete
  privacy.
• We all know the varied uses of mobile
  applications in our day-to-day life, but lets
  look at how an online call center software, when
  used on a mobile device, can improve cloud
  communications.
• Now that weve already looked at a few challenges
  it can address, lets take a look at how this
  software helped a growing call center improve its
  business process.

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