According to a whitepaper about customer service trends for 2015, aside from customer service outsourcing, mobile customer service will be a priority for companies. This isn’t surprising as customers are more connected and informed than ever before, mainly because of smartphone ownership. According to Kate Leggett of Forrester Research, they predict that customers will continue to demand effortless interactions over web and mobile self-service channels. If your company doesn’t embrace this technology, it will surely impact the customer experience negatively.
More people are experiencing the Internet and doing everything through their mobile phones. Look at the statistics below:
- Smartphone purchases have surpassed PC sales. By 2017, 87% of those will be using tablets and smartphones as opposed to 17%. (IDC)
- More people are accessing the web using a mobile device than a wireless computer. (IDC)
- Five billion people worldwide are using smartphones. (eMarketer)
- By the end of 2015, 42% of the global population will own a smartphone. (Forrester)
This means that self-service channels – e-mail support, help portals, phone, self-service lines, apps – should be made accessible in the singular device almost all people use regularly all the time these days – their mobile phones. Customers will no longer log in to their computers to look for answers or dial their phone landlines to connect with customer agents; they do it right through their mobile phones. What is needed now are mobile-friendly websites, customer support channels, and an increase in social media customer support agents.
We give you three hard facts backed up by statistics and research to emphasize the importance of prioritizing mobile customer service:
1. People view mobile phones as an essential to their daily lives.
According to a 2014 survey of U.S consumers:
- 91% say their mobile phone is as important as their car and deodorant.
- 76% say their mobile phone is more important than television.
- 60% say their mobile phone is more important than coffee.
- The youngest millennials put their mobile phones as more important than both deodorant (90%) and even their toothbrush! (93%)
These facts support what trends are pointing to – people now have a mobile-first mindset. What they can do with their smartphones, they prefer to do first. And they prefer to do everything mobile – from banking transactions, shopping, communicating with other people, and even engaging or seeking support from products or services they have bought or subscribed to. Companies who provide customer support should be wise enough to follow where these facts are leading to – investing in mobile customer service support systems.
2. Customer engagement is seriously affected when mobile customer service is absent or lacking.
- 75% of consumers think companies should make answers to all their common questions available via smartphones. (Synthetix)
- 72% of consumers view a company more positively if it has a mobile customer service app. (Nuance)
- The lack of support in mobile applications will lower customer satisfaction rates by 5% by 2018. (Gartner)
Gartner Research predicts mobile customer service will predict present and future customer engagement. Marketing can lure customers in, sales personnel can close the deal but the overall customer experience one gets from pre and post-sale transactions is the one that makes a company a cut above the rest. Mobile customer service plays a huge role in overall customer experience.
3. Competitors are closing in on the game and realizing the value of mobile customer service. And they are doing something about it.
- 70% of organizations say mobile customer service is important to them, a significant increase from 31% in 2013.
- 67% of those organizations are now doing something about it, as compared to 59% in 2013.
What would be your game changer?
Don’t fret if you think your competitors are ahead of you. The key here is deciding how your mobile customer service is going to deliver – is it through an app, a mobile responsive support portal, or both?
If you will develop an app for your customers, make sure that it’s going to be one that can provide the best experience. You don’t want to have an app that just wastes space in people’s phone, or worse, people who would rather send an e-mail or rant through social media channels to get to you.
Mobile Customer Service is the Future of Customer Support
Forrester predicts that by 2018, mobile devices will have high-end interfaces that deliver customized service experiences. This ties with Gartner Research that by 2017, 60% of customer service interactions that require human support (agents) will be cut nearly in half.
This affirms that there is an opportunity to be made with ramping up mobile customer service. It is clearly what the people prefer these days and undeniably, in the future too. It will define how consumers will communicate and interact with your company. And since consumers know their power of affecting brand reputation and ultimately, sales and profit, they expect that companies will go where they go. And in this case, they are going mobile. Companies should not only go mobile with their websites but with their customer service delivery too.
Nowadays, the traditional landline phone customer service that businesses have may not serve your customers well—considering that we’re living in the technology era. Having customer support in other types of network such as through online and mobile are some of the customer assistance services we have, which can take your entire customer service to a whole new level. Learn more!