Courtesy, timeliness, and dependability … all major considerations for the average customer service department. But more and more, these goals will be managed in a whole new way. It’s all due to the proliferation of mobile devices.
Rise of Hand-Held Customer Service
In the long-ago, pre-mobile era, customers seeking assistance had two basic choices: drag oneself down to the local store for a face-to-face and hope for the best; OR make a telephone call, which, of course, had to occur during official business hours. If attention was needed during off-time, you were plumb out of luck. Your shot at satisfaction would just have to wait.
These restrictions are now yesterday’s news. With mobile devices, everyone has a 24/7 customer service center in the palm of his or her hand. No waiting, no hassles, no frustration. Anything less is grounds for major grumbling. When wielding a mobile, consumers expect and demand prompt, personalized customer service.
The new wave of customer expectations has nudged brands in a new direction. Companies now must be ready, willing, and able to engage consumers on their terms and through their preferred channel or channels – Twitter, Instagram, email, text, etc. Indeed, the world is now a feast of customer service channels. And their numbers will be climbing.
Multi-Channel Madness
Fortunately, technology has come to the rescue of brands coping with the multi-channel challenge. For instance, one innovation allows brands to activate multiple channels, thereby expediting the delivery of important messaging. This same technology also empowers consumers to personalize the communication methods utilized by the brand.
These are among the growing list of solutions that will shape the world of customer service in the coming years. It’s time for all brands to get on board.
If you have any questions or comments about integrating customer service solutions with mobile technologies, or about any other brand-related topic, feel free to send them our way.
You can connect with the Young Company team at 949-376-8404 #4033 or bart@youngcompany.com. And be sure to follow us for the latest brand marketing news and tips.