Brad Cleveland Blog

DECEMBER 22, 2015

The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an estimated 7 billion active mobile phone subscriptions today—one for every living person on the planet, according to the International Telecommunication Union (ITU).

Mobile Customer Service 20

Mobile Customer Service Telecommunications Customer Service Course 20

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Brad Cleveland Blog

MARCH 6, 2013

Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages.

Mobile Customer Service 20

Mobile Customer Service Customer Service Contact Center Customer Service Strategies 20

Brad Cleveland Blog

APRIL 4, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Strategy Customer Service 20

Brad Cleveland Blog

APRIL 4, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services, but is a significant opportunity for those who shape strategies that meet or redefine customer expectations. Here’s a guide to getting started right.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Strategy Customer Service 20

CSM Magazine

NOVEMBER 14, 2024

Can any financial institution afford to ignore the benefits of modern, streamlined mobile customer service? For banks and similar entities, adapting to this technological shift is not just wise—it’s imperative.

Financial 52

Financial Customer Service Banking Chatbots 52

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Customers 20

Brad Cleveland Blog

APRIL 23, 2014

Mobile is developing at lightning speed—literally by the day. It represents a serious threat to organizations that don’t evolve their services—but is a significant opportunity for those who shape strategies that meet or redefine customer expectations.

Mobile Customer Service 20

Mobile Customer Service Customer Service Customer Expectations Customers 20

Kayako

SEPTEMBER 20, 2018

To take advantage of social selling, share useful content and engage with customers in a less overtly sales-driven way on Facebook, LinkedIn and Twitter. . Do Not Neglect Mobile Customer Service .

B2B 203

B2B Sales Customer Experience Customer Journeys 203

CSM Magazine

NOVEMBER 17, 2020

Remove friction, bolster retention & revenue, and eliminate bad user experience by providing dedicated, mobile-optimized support services. Discover how to deliver a better mobile experience which will delight your users – Explore the opportunities for automation, asynchronous messaging & AI.

Meeting 52

Meeting Consumers Mobile Customer Service User Experience 52

Michelli Experience

DECEMBER 6, 2016

Here are some random but interesting tidbits for your consideration: International Customer Management Institute’s research on business leaders suggests that 62% think mobile customer service is a competitive differentiator.

Customer Experience 100

Customer Experience Social Media Mobile Customer Service Consulting 100

Bold360

APRIL 20, 2016

s important for businesses to cater to every aspect of a customer?s s mobile experience. From adopting mobile marketing strategies to optimizing your website for mobile use to streamlining mobile customer service, there are a lot of ways to offer customer support and enhance customer service through mobile solutions.

Omni-Channel 60

Omni-Channel Tools Customer Experience Mobile Customer Service 60

Think Customers

MARCH 11, 2015

However, for CheapOair , mobile technologies have enabled the online booking site to provide customers with consistent, personalized service no matter their method of choice. Customer Experience Customer Service Mobile Marketing customer experience customer service customer support mobile apps mobile customer service travel'

Technology 40

Technology Customer Service Mobile Customer Service Travel 40

Calabrio

JANUARY 19, 2017

Organizations with engaged employees outperform those with low employee engagement by 202 percent, which has a direct, positive impact on customers. Mobile Customer Service Will Close the Gap Between Consumer Expectations and Reality.

Customer Satisfaction 100

Customer Satisfaction Brands Strategy Contact Center 100

Win the Customer

JUNE 5, 2017

A thriving, mobile customer service team can only take the most powerful tools in their career arsenal so far. They also need to be empowered to make split second decisions that could make or break a customer’s experience. Empower your employees.

Customer Service 88

Customer Service Virtual Call Center Guidelines Call Recording 88

Natalie Petouhof

MAY 27, 2016

The As-a-Service Economy: CX and IOT Mean You Have to Deliver Great Experiences- Upcoming. Customer Experience IOT in the Automotive Industry-Upcoming. **. . • The State of Customer Service and Support Evolves . • ROI of Social Customer Service- Upcoming. • Mobile Customer Service-Upcoming. **.

Omni-Channel 40

Omni-Channel Social Media e-support ROI 40

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48

Customers That Stick

NOVEMBER 10, 2014

Customer Service ‘Top 10’: Our Best Blogs To Get Your Customer Experience Primed For the Holiday Rush - Compilation post from Disney Institute will help you get your Customer Experience holiday ready. Twenty four tips to make it easier for them.

Omni-Channel 147

Omni-Channel Tips Mobile Customer Service Customers 147

Natalie Petouhof

FEBRUARY 2, 2016

Mobile customer service is very important, as more and more customers are using their mobile devices. Getting help on a mobile device can be very frustrated and companies need to evaluate their ability to service their customers on this very important device / channel.

Self Service 40

Self Service Mobile Customer Service CRM Customer Relationship Management 40

Joe Rawlinson

APRIL 25, 2018

Basically, you can make a window to any of your services via a mobile app. Customers will love it. In fact, 75% of customers rely on the Internet and their smartphones when they shop. Additionally, 50% of these customers prefer to use a mobile customer service app before any other means at their disposal.

Tools 114

Tools Automatic Callback Self Service Customer Service 114

Esteban Kolsky

JUNE 23, 2016

This year we are looking at adoption, usage, mobile customer service, future technologies, empowering agents, and more … much more! Or come to my session in early October at Dreamforce to hear me present in a masterful way… OK, same as always… but had to try.

Survey 74

Survey Customer Service Entertainment Mobile Customer Service 74

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.

Omni-Channel 90

Omni-Channel Consumers Brands Contact Center 90

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customers Strategy 20

Brad Cleveland Blog

FEBRUARY 24, 2015

Here’s a number that should encourage all of us to take another look at our mobile customer service strategy. Billion smartphone shipments expected in 2015, representing a 12.2% year-on-year growth rate. Source: IDC.

Mobile Customer Service 20

Mobile Customer Service Customer Service Strategies Customers Strategy 20

ShepHyken

NOVEMBER 4, 2016

With the availability of smart features like click to call service on apps, millennials prefer to receive instant response to their queries. Real-time Assistance: Providing customer service through live assistance is one of the best ways to glorify your customer experience. strategy.

Social Media 48

Social Media Mobile Customer Service Analytics Innovation 48

UJET

OCTOBER 22, 2020

knew they needed to create an intuitive mobile customer service experience. partnered with UJET to roll out a unified customer experience in just 30 days. , the app that connects pet owners with pet sitters and dog walkers in their area, are leveraging these capabilities to deliver a more enjoyable user experience.

Omni-Channel 72

Omni-Channel Consumers Brands Contact Center 72

Brad Cleveland Blog

JANUARY 3, 2014

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.

Strategy 20

Strategy Mobile Customer Service Social Media Tools 20

Brad Cleveland Blog

JANUARY 3, 2014

As with social media, terms related to mobile customer service are quickly evolving, and must be used and interpreted in context. I’m often asked for advice on shaping a “mobile strategy.” Mobile is a vast and ever-expanding array of platforms, tools and capabilities.

Strategy 20

Strategy Mobile Customer Service Social Media Tools 20

Eptica

JUNE 3, 2016

So there is no one size fits all approach to mobile – different use cases drive different channels. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? There are three areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

AUGUST 5, 2016

It is therefore imperative that you have the right platform in place to manage email queries effectively, efficiently and with the understanding that today’s consumers demand.

Customer Service 49

Customer Service Contact Center Knowledge Base Average Handle Time 49

Tricia Morris

MAY 18, 2015

While the voice of the customer may be heard less often over the phone, it is clearly stating a growing preference for digital engagement. According to the same Forrester survey referenced above, online community, virtual agent, mobile customer service, social media and live chat have also increased in usage.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

CSM Magazine

DECEMBER 2, 2015

Clearly companies need to work on their mobile customer service, with over half of those that bought in store via smartphones complaining about the service – 57% in the case of those purchasing from the retailer they were in, and 53% if buying from another company.

Customer Experience 40

Customer Experience Retail Mobile Customer Service Online Experience 40

Natalie Petouhof

FEBRUARY 22, 2016

With advanced, cross-channel messaging functionality, it enables customers to start a digital interaction on one device and continue it on another, allowing continuity and continued personalization of interactions. This will advancing mobile self-service and engagement.

Self Service 40

Self Service Customer Experience Customer Service Omni-Channel 40

Tricia Morris

FEBRUARY 19, 2016

Yet 80% of customer service professionals participating in the same report as above say their current customer service systems won’t meet future needs. Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

ProProfs Chat

MAY 6, 2020

This would help you build a seamless experience for your customers. . 79% of Millennials are more willing to buy from brands that have a mobile customer service portal. (Source: Microsoft ) Tweet this. Since customers like convenience, make sure that you provide that to them when they want and how they want.

Customer Experience 66

Customer Experience Social Media e-support Comparison 66

SmartKarrot

FEBRUARY 16, 2022

In 2022, concentrating on your mobile user experience is essential. 43% of new-age customers get in touch with customer service via mobile devices. 61% of shoppers would not return to a mobile site/app they had trouble accessing. 62% of Gen Zers shop for products online via mobile sites or applications.

Customer Experience 10

Customer Experience Social Media B2B e-support 10

Brad Cleveland Blog

JANUARY 16, 2020

When customers are clearly upset? How often as a customer do you see or hear the scripted words, “We regret any inconvenience this may have caused”?) How equipped are your agents for those situations when something is going wrong? As writing …

Tips 29

Tips Mobile Customer Service Contact Center Call Center 29