Transforming Customer Service With a Mobile App

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Transforming Customer Service With a Mobile App

Transforming Customer Service With a Mobile App

Times have changed, and so have consumers.

Millennials now outnumber Baby Boomers as the largest living generation in the United States. Those consumers, age 19 to 35 in 2016, are expected to collectively spend more than $200 billion annually, starting in 2017.

If your organization has not transformed your customer service channels with this generation in mind, you will soon (if not already) be in trouble.

According to Microsoft’s 2016 Global State of Customer Service report 68% of Millennials have higher expectations of customer service than they did a year ago. Across all groups 56% have higher expectations, and among those 55+, 47% have higher expectations.

What we are talking about is not limited only to Millennials; though, given their spending power, we are wise to have them top of mind. Here are some key findings in the report:

  • When beginning an online customer service interaction, 36% of Millennials start on a mobile device rather than a desktop or laptop computer
  • 60% of Millennials regularly use live chat for customer service
  • 81% have a more favorable view of a brand or organization if their customer service portal is mobile-responsive

 

Phone vs Online Chat vs An App

Jane is your customer and notices that this month’s fee was debited from her bank account twice. She wants to find out what happened. Here’s a look at Jane’s customer service experience via phone, online chat and live chat via your mobile app. Note the differences.

Customer Service by Phone

  • Jane steps away from what she’s doing, searches for your phone number and calls
  • After listening to your greeting, she navigates your department directory
  • Jane waits on hold
  • Jane explains her reason for calling to your customer service rep
  • If she is not transferred to a different department first, the rep (hopefully) helps Jane resolve her request

Customer Service by Online Chat

  • Jane sits down in front of a laptop or computer
  • Jane searches for your company website, then your customer service portal
  • Jane logs in, or creates an account
  • Jane opens the online chat feature, sends a message and waits for an available customer service rep
  • Jane chats with your rep until the request is resolved

Customer Service by Your App’s Live Chat

  • Jane opens your customer service app on her phone (she doesn’t need to log in as her user name and password are saved on her phone)
  • Jane chooses the Live Chat feature and sends a message explaining her request. Jane continues about her day until her phone beeps with a notification that a rep has replied
  • Jane chats with your rep until the request is resolved

 

The Convenience of an App

  • Download once, use when needed
  • Instant access
  • Self service options in the palm of your hand, 24/7/365
  • Does not disrupt your day; use any time, anywhere
  • Push notifications
  • Many self serve options:
    • bill pay
    • account updates
    • upgrade/downgrade service
    • virtual assistant for troubleshooting
    • view account history and usage
    • purchases
    • order status and shipping/delivery updates

 

A whopping 65% of ALL consumers, and 69% of Millennials say they FEEL GOOD about themselves, and the company they are doing business with, when they resolved a problem WITHOUT TALKING to customer service!

Now, what will you do about that?

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