In the age of digital transformation, organizations need to become more customer-centric with a focus on customer satisfaction, customer retention and while maximizing the customer lifetime value. Customers expect an anytime anywhere experience when interacting and conducting business. The move to a mobile 1st interaction model is driving the need to provide greater functionality in mobile customer service applications *** that were previously delivered via traditional web applications or via call center based customer service functions.
One way organizations are becoming more customer-centric is by providing a feature rich Mobile Customer Self Service (MCSS) application platform. MCSS can serve as a consolidated interface to key customer service and commerce interactions with your business. The best MCSS apps can provide a variety of functions that serve as part of a digital interaction continuum – account status, billing status, order history, repeat service requests, customer service access, etc. This MCSS app will complement the web, contact center voice, social media, chat, text, email, and direct sales interactions. Key benefits for utilizing a MCSS strategy and app include:
Defining initial business goals upfront not only provides the framework for organizations to measure success but also design solutions that solve line of business problems. Examples of use cases for MCSS with measurable ROI’s include:
The overall digital experience for your customers is critical. Having an overall digital transformation strategy is also important, but most organizations will have Mobile Customer Self Service as a key component of that overall strategy. An organization can create true business value from an MCSS app with alignment to defined, measurable success factors. We’ve seen success with a six-step process to kickoff MCSS implementations. Rapid Envisioning
Omni-channel analytics is a proven technique for a modern digital organization to become more customer-centric and better understand their customer’s journey. Whether it’s contacts center voice data, social media, chat, text, email, CRM and sales data, Omni-channel analytics helps organizations reduce operating costs, increase revenues and mitigate risk.
To see these Omni-channel analytics techniques in action, click here.
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