Customer Service has gone mobile
Mobile phones are now
. Nearly 88% of US adults own them, and 21% of USadults are already considered “super connected” consumers, using their phones for information, research, and commerce.What’s more, digital tablet sales are predicted to outpace sales of PCs by 2015.Convenience and ease-of-use are the hallmarks of these mobile form factors, and websites that offer experiences contrary to these attributes will only raise the ire of today’s increasingly impatient and unforgiving mobile consumer.
Social media is increasingly embraced asa customer service tool
Back in 2009, just 1% of consumers used Twitter for customer service. This number jumped to 19% in 2011. Delivering a consistent service experience across multiplechannels is critical—especially today, as consumers are not shy about using socialmedia sites to publically complain and vent frustration about any interactions withcompanies that fail to satisfy.
Its not just your younger customers that prefer to get their answers online
Forrester cautions against assuming that it’s only younger consumers who gravitate towardonline service versus the telephone. In fact, consumers spanning the ages of 18 to 45 areroughly
likely to prefer online channels for customer support. According to Forrester, “online customer service is imperative to appeal to the
of today’s online shoppers,” and not just the youngest demographic.Customers spanning the ages of 18 to 45report a preference for onlinecustomer service
THE 7 REALITIES OF ONLINE SELF-SERVICE THAT ARE PUTTING YOUR BUSINESS AT RISK IN 20122
In just two years, the use of social media asa customer service channel has exploded21% of consumers use mobile phones for information, research and commerce
Dissatisfaction online = hijacked revenues
One of the most appealing benefits of delivering a positive experience in the web channelis the opportunity for organizations to provide information that supports and encouragespurchase decisions. Online, the segue from a customer service conversation to apurchase consideration conversation can be a very natural and systemic progression. Thisprogression is thwarted, however, the moment a self-service experience fails to satisfy. The impact of the self-service experience on revenues should not be underestimated. Fully 45% of US online consumers agree with the statement “I am very likely to abandon my online purchase if I cannot find a quick answer to my questions.”45% of consumers are likely to abandononline purchases due to a poor online experience
These seven trends underline the urgent need to revitalize the online service experience offered by most companies. Online self-service is need of
, and useful web self-service and virtualagent technologies that can deliver this enhanced customer experience are currently underutilized.