The rising adoption of mobile devices has changed customer expectations. In fact, a recent survey conducted by Contact Solutions, a provider of cloud-based contact center solutions, survey on mobile users and customer care revealed the growing importance of mobile customer service options. Contact Solutions recently launched the My:Time mobile customer care solution for enterprises.
The increased reliance on mobile has made a demographic and cultural shift toward customer self-service, Contact Solutions said. According to the survey, 92 percent of consumers were in need of mobile customer service options.
My:Time is designed to address these requirements from mobile customers. Enterprises benefit as they can deliver improved customer service across multiple channels.
According to Michael Boustridge, CEO of Contact Solutions, My:Time puts customers in control of the interaction and allows them to connect seamlessly to a contact center when, where and how they want.
The solution leverages mobile devices to meet these consumer demands while driving down expensive operations and telecom costs for the enterprise, the company said.
The service features a cloud-based mobile platform, agent desktop portal and mobile apps for iOS and Android. Customers can start customer service interaction, stop if they get interrupted and resume at their convenience.
The mobile customer service solution is especially beneficial as it eliminates the frustration associated with typical customer service interactions. Customers are often required to wait on hold and stay engaged for the entire service interaction.
Since the app allows a seamless transition between self-service and contact center agents without having to leave the app, it does not require them to re-authenticate or repeat personal information.
The Boston Globe implemented My:Time to provide customers with a time-saving, convenient way to interact with its organization while also providing agents with actionable data from across channels.With its ability to support a seamless transition from self-service app to live agent, the solution significantly improve services such as mobile banking and mobile care. It also supports several customer interactions in segments like healthcare, retail and travel.