TMCnet News
New White Paper from Yankee Group Addresses Opportunity to Improve Customer Service via MobileATLANTA --(Business Wire)-- Jacada (News - Alert), Inc., a leading global provider of customer service technology designed to simplify the interaction between businesses and their customers, has released a white paper from the Yankee 451 Group revealing that the need to support more sophisticated customer interactions is only increasing the complexity of delivering superior customer experiences. The study, which looked at customers' top preferences for interaction, clearly determined that new channels such as self-service apps, visual IVR, mobile chat, and mobile web sites have gained popularity during the past four years. The paper, titled "The Shift to Mobile Breathes New Life Into Old Interactive Voice Response Systems" and authored by Yankee 451 Group Research Director Sheryl Kingstone, discusses how it is critically important that businesses not only improve the overall customer experience, but also drive efficiencies across all customer touch points. A group of 500 consumers were questioned regarding their behaviors and expecttions when it comes to interacting with customer service and using their mobile phones for both assisted and self-service interactions. Respondents were specifically asked on a scale of 1-10 the likelihood of a visual IVR solution improving the customer's opinion of the company or the likelihood visual IVR will have an impact on him or her choosing to do business with the company more often. The report also highlights the consumer survey results and examines insights gained to improve customer experience, lower average handle time (AHT) and ensure first contact resolution (FCR). The white paper is available for download at: http://www2.jacada.com/White_Paper_TheShifttoMobile About Jacada Jacada solutions help organizations improve their customer experiences and reduce their operational costs. Jacada enables organizations to deliver advanced customer and agent interactions by implementing cutting-edge mobile customer service and visual IVR solutions, agent desktops, and process optimization tools. Customers can benefit from an improved customer service experience at every touch point with the organization, whether at the call center, on the mobile, or at the retail store. Jacada projects often deploy in less than six months, and customers often realize a complete return on investment within 12 months of deployment. Founded in 1990, Jacada operates globally with offices in Atlanta, USA; London, England; Munich, Germany; and Herzliya, Israel. More information is available at www.Jacada.com. About the Author
Sheryl Kingstone, Research Director -Yankee 451 Group
|
