Mobile critical to contact centres
Mobile is critically important to the future delivery of customer service and support say 91 per cent of more than 100 senior executives who attended an Interactive Intelligence webinar.
The executives, surveyed after the webinar Delivering Customer Service over Smartphones and Tablets, also indicated that the industry is proactively looking to leverage mobile technologies. Eight out of 10 of those polled said they were either developing (70%) or already executing (10%) a mobile strategy for customer service delivery.
Regarding customer service delivery channels on smartphones, those questioned believed web self-service (44%), live chat (19%) and voice (19%) would be the most dominant in five years’ time.
The survey also revealed that three quarters of respondents (75%) consider mobile as both an access device and a customer channel.
“This survey highlights the need for those companies operating contact centres to invest in technologies that enable them to cope with mobile,” says Dave Paulding, Regional Sales Director UK, Middle East & Africa, Interactive Intelligence. “For example, Interactive Intelligence enables enterprises and contact centres to unify their communications, allowing them to easily integrate mobile into their customer service strategies.”