In the past, customer care was accomplished by a simple phone call made by consumers to organizations asking for help about specific products and services. Today, the customer service industry has brought us something larger and far more complicated as customer service is not just only about service but about experience. Currently, customers comes into contact with businesses via mobile phones that they use to buy products, schedule services, communicate inquiries, and register complaints among others. Through mobile phones, the entire online world can receive information about those products and services via texts, emails, tweets, and picture posts. The fact is the age of the mobile phone is here and it is going to rule the customer care industry with an iron fist. Here are 3 current examples how mobile phones are currently running the customer care industry.
1. Social Media Support
As most people today use social media to broadcast complaints, issues, and other comments about certain products and services, most organizations have a social media customer service support system. This emerging branch of customer service has an obligation to monitor all popular social media sites such as Facebook, Twitter, and Instagram and check for any issues posted by people concerning their products or services. When they find an issue, they immediately engage in providing proper social media customer service by engaging in conversation with the individuals. They interact immediately and provide valuable information that may provide better service. In addition, many companies today even go the extra mile by giving unsatisfied consumers discounts and freebies on their next purchase or visit.
2. Customer Tracking
Providing excellent customer care for any organization relies heavily on their ability to dictate customer experience. Dictating excellent customer experience today is all about providing customer care that utilizes the right technology mixed with human interaction. In the U.S alone, more than half of adults own smart phones and a large percentage of this number use their devices to conduct many essential activities in their daily lives. To take advantage of how many people are using their phones, many companies are using a new technology known as Customer Tracking that has the ability to track consumers via their smartphones. This technology uses data collection to track and personalize customer experience. An example of an organization using this technology is Amazon.com that keeps track of what their customers buy and even gives automatic updates on new promos and deals. Additionally this technology will aid customers whenever they visit a particular store. Here is how:
- A consumer visiting a store will automatically receive voice alerts on their smartphones as they pass by specific items. These voice alerts will inform them about price, quantity, and available styles/designs of the particular item.
- The store can personalize the experience of a consumer by making a specific item available at a discounted price.
3. SMS-based Customer Service
Another example that proves customer care is going mobile is through SMS-based customer service applications. In the past, many people visiting venues such as restaurants and groceries had to wait for servers or store clerks to take their orders or help find a specific product. Currently, there are SMS-based customer service applications that individuals can download on their mobile phones. These SMS-based applications allow people to simply input the name of the location and their specific query or issue. The application then immediately notifies the location to give immediate assistance to the customer. A great example of this mobile customer service technology is the popular OWNERLISTENS application that aids store owners and managers to give immediate service to customers.
Dealing with customer service in the past also meant having to sometimes wait long durations before speaking to a service representative. These long time durations often resulted in people paying more money on their phone bills. Today, individuals can install GetHuman on their smartphones. This application allows customers to input the name of the company and its customer service hotline. The application then contacts the specific service hotline and does the waiting until a human service representative answers the call. Once a service representative answers, the application automatically calls back the customer. This application prevents costly phone bills and unnecessary waiting periods that could be used for more productive purposes.
With more than a decade of providing the best Outsourcing Solutions in the Philippines, Infinit-O has successfully partnered with many organizations that have since attained financial success in their respective industries. These organizations belong to major industries that have provided substantially for the country’s economy such as:
- Contact Center
- Data and Research
For more information about the customer care industry, feel free to contact us here.
- Transparent BPO/How Smart Phones have Changed the Landscape of Customer Service- http://www.transparentbpo.com/changing-landscape-customer-service/
- CIO/How to Rule the Customer Service Industry in 2017- The Top Trends That Will Turn Around the Market-
- Is AI Chatbot Taking over Customer Service? – https://biztexter.com/is-ai-chatbot-taking-over-customer-service/
- KPMG/ How the right mobile strategy can strengthen your customer service- https://customerexcellencecentre.kpmg.co.uk/articles/how-the-right-mobile-strategy-can-strengthen-your-customer-service/
- Forbes/ Mobile Trends and the New Customer Experience- https://www.forbes.com/sites/drewhendricks/2014/08/06/mobile-use-and-the-new-customer-experience/#344898c83606
- TechCrunch/ How Amazon is Tackling Personalization and Curation for Sellers on its Marketplace- https://techcrunch.com/2013/08/31/how-amazon-is-tackling-personalization-and-curation-for-sellers-on-its-marketplace/
- OWNERLISTENS- https://ownerlistens.com
- GetHuman- https://gethuman.com