More than half of all Canadians have a Smartphone. And they like to use them. For self-service such as handling bank payments, booking flights, making reservations, filing claims, getting quotes, checking service schedules, reading meters, and more. Now fast forward to companies, looking to manage costs and expand customer choice, who are developing their own mobile apps for customer self service. Research is showing that two-thirds of mobile “self-service customers” end up in the contact centre.
Will you be ready? The challenge for contact centres will be to make mobile self-service work by seamlessly linking the self-service experience with live assistance. No stopping to dial a 1-800 number and starting all over. There will be new richer apps that allow immediate two-way exchange of information with the contact centre.
And that’s just the beginning….Join us on June 19 for an expert view on how mobility is affecting and driving the customer experience and how to integrate mobile applications with your contact centre.