Global mobility is growing at a rapid pace. Recent research indicates that mobile penetration has reached 92 percent, and grew by 70 percent between Q4 2012 and Q4 2013. At this rate, IDC predicts that more people will access the web using a mobile device than through a wireless computer by 2015.
Today’s consumers are heavily mobilized, and they invest a great deal of time on tablets and smartphones. Naturally, they expect their mobile devices to serve as direct portals into their enterprise. Yet for some reason, many executives are still reluctant to embrace the concept of contact center mobility—despite the fact that 70 percent of mobile searches lead to action on a website within only one hour.
Keep in mind that a mobile app is much different than a mobile website and while it’s just as important to optimize your website for mobile use—especially for the purpose of ranking on Google—the two are similar yet different entities. Mobile apps, for instance, can function offline. Apps also enable push notifications and live directly on the home screen of a mobile device—meaning a customer will constantly be interacting with your brand. One can imagine the opportunities this brings.
This begs the question: how does your enterprise contact center treat mobility? Do your agents have the necessary tools to reach customers over a variety of channels in order to answer questions and resolve problems? Mobile apps have become a core solution for building relationships, loyalty and trust in the 21st century. They are imperative for spreading brand awareness, increasing accessibility and establishing personal, dynamic interactions during the customer experience.
Therefore, now is the time to cast an eye toward mobile applications for your contact center and make conversations totally seamless from wherever they originate. A refusal to do so could cripple your bottom line and alienate some of your most loyal brand proponents.
We also invite you to take a closer look at our white paper titled Mobile Applications: Improve Your Customer Experience and Contact Center.