By: Christy Green On: December 17, 2015 In: Contact Center Comments: 0

I have the habit of checking my email on my phone in the morning before I get up (I know, I know, all the experts say you’re not supposed to do that, but I do it anyway). This morning I had an email from one of my favorite retailers about an interesting sale.

Without ever getting up, I browsed the sale, found something I was interested in, read the reviews on it, checked out different colors and different views of the item, then decided to buy it. The whole transaction was completed from my phone before my feet ever hit the floor. Oh, and by the way, I’m over 50, so I’m not part of the demographic that’s typically associated with this type of behavior.

When 4 out of 5 smartphone users check their phones within the first 15 minutes of waking up, and 80% of those say it’s the first thing they do in the morning, can you really afford not to have a mobile strategy for customer service?


Here are 3 tips to help you get started:

  1. It’s anticipated that by 2017, 87% of connected devices will be smartphones and tablets, not PCs. Increase self-service by tying your mobile strategy into an existing customer service infrastructure, allowing mobile customers to reach you from anywhere.
    • Make sure your website is mobile friendly.
    • Provide a robust, personal self-service experience on every channel.
  2. When customers need help, make it easy for them to move from one channel to another.
    • Make sure agents know their history by tracking all their interactions (I personally hate it when I have to re-identify myself, or repeat my story).
  3. Consider adding SMS (texting) to your mobile strategy. A recent Harris Poll found that 64% of consumers would prefer to use texting as a customer service channel.
    • Use it to shorten hold times – let a customer type HELP and receive a call back from the next available agent.
    • Deliver short, customer-specific pieces of info, such as appointment reminders or delivery dates.

If you need any further convincing, considering the following statistics:

    • Of the 7 billion people on the planet, 4.8 billion have a mobile phone while only 4.2 billion own a toothbrush
    • 70% of all mobile searches result in action with 1 hour. 70% of online searches result in action in one month
    • 84% of smartphone shoppers use their devices to guide their in-store shopping experiences

It’s easy to see that mobile is the preferred communication channel for most people. Don’t treat it as an afterthought! Feel free to reach out to us if you have questions regarding a mobile strategy for your contact center.