Does your customer service suffer because you don’t offer this technology – yet? Customer service at the touch of a smart phone might be in demand, but very few companies have created a mobile application for it, a Strategic Contact and Pipeline poll found.
Just 27% of contact centers have developed apps for smart phones. Another 32% say they plan to try it in the next two years.
A smart phone application might create a happy medium between self service and hands-on help for customers. Customers can access help anywhere, any time and agents can help those who need it via text, researchers suggest.
If your organization isn’t considering a customer service app yet, now might be a good time to survey customers to gauge interest in the possibility.
