3 Ways Mobile is Revolutionizing Call Center Management

Written by on September 20, 2016

The emergence of mobile as a prevalent communication channel means a revolution in call center management. As of 2015, 64% of Americans and 85% of young adults own smartphones. This means mobile will continue to grow as a key channel for communicating with and providing service to customers.

Customers do everything from banking to shopping and getting their news on their mobile devices, and they expect to be able to get customer service through it too. Call centers will need to continually stay on top of evolving mobile technology and communication trends in order to keep their customer service top notch.

Here are 3 key ways that mobile has changed call center management as well as a few tips for keeping up with these rapidly moving trends.

Emergence of new avenues of service

Mobile allows for fast and convenient customer service through a variety of new avenues that continue to emerge. Email, web chat, social media, voice calls, text messaging, and mobile apps are a few ways that customers might reach out to a business and that a business can in turn provide service.

For example, younger customers are often more comfortable using text messaging or web chat to get the help they need. Text messaging is actually the most widely used smartphone feature. Contact center agents can provide customer service through text and can also send a customized link through text that activates a direct phone call.

Many customers also use social media as an avenue for contacting companies when they need service or have an issue. In fact, 67% of consumers have used a company’s social media channel for customer service. Nike even has a dedicated Twitter account and provides support 7 days a week in 7 different languages.

Keeping up with these emerging avenues for customer service will be important for businesses to stay relevant. Resolving issues and providing customer service through these new channels will not only show that your company is up to speed on the latest technology, it will also reduce inbound calls for a win-win.

Growing popularity of video chat

Mobile has spurred the use of video chat as a new form of customer service. With the easy access to video that a smartphone provides, video chat has risen in the ranks as a popular customer service option.

Video chat provides the closest thing to a face-to-face interaction with a real life human being – without having to leave the comforts of home. This face-to-face interaction provides a more personable experience for the customer and can lead to a more meaningful relationship with the brand. In a time where many businesses use interactive voice response systems, video chat is a new, refreshing way for companies to be real instead of communicating through a machine.

Companies like Bank of America, Target, Hertz, E-Trade and American Express are rolling out one-click access to help via video chat. Providing instant access to friendly help can be a game changer in customer service

Need for multi-channel access

Nowadays, customers can access your product or service from a variety of channels including your website, physical store, social media profile, or mobile app through their desktop computer, tablet, or smart phone. It’s important for call centers to prepare for interactions with their customers through any of these different channels as well as between them. For example, a customer might initiate a live chat on your website and you might send them a link to initiate a direct call with you.

Communications in and between these channels also need to be documented properly. Imagine that a customer logs a complaint via email but then calls later on to follow up. That customer’s email complaint should be logged in a system that allows the call center agent to see it so they can respond appropriately. You don’t want to make your customers repeat the same information over and over as they get transferred from one person to another, that’s one quick way to lose a customer.

With the right call center management software, communications within and between these channels are simple to document and manage. This will allow your employees to access what they need to be successful regardless of whether they are in a call center or in a physical store.  

The emergence of mobile as a lead player in customer service and the fast pace new communication channels are emerging means that contact centers have a lot to stay on top of. A number of contact center solutions are available to help your business better manage its various and growing customer service channels. Embrace mobile technology and all new communication channels relevant to your business to make sure you don’t get left behind.

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