Big Social Mobile author David Giannetto sat down with Software Advice’s Craig Borowski to discuss the latest trends in “customer experience” improvement efforts, and the impact mobile has had on it. The discussion centered around the problems with the current definition of “omni-channel” and how creating what Giannetto has labelled and “omni-experience”–the unification of customer experience during every interaction across both the digital and physical landscape–is creating significantly greater results for an organization.
Improve the Customer Experience
Through Better Mobile Support
IndustryView | 2015
The customer experience, or “CX,” has become critically important in consumer purchase decisions. It is determined largely by the quality of the experience customers have when they look for product information and seek support—tasks they increasingly use mobile devices for. In this report, Software Advice investigates the degree to which U.S. consumers seek support through mobile, what kinds of CX problems they encounter and how companies can avoid these problems by better utilizing software.
- Sixty-three percent of U.S. adults use mobile devices at least several times per month to seek customer support.
- Tech “early-adopters” aren’t the only ones who use mobile devices to seek service: even those who say they are “never first to buy new tech products” still seek mobile support more than once per month.
- Ninety percent have had poor experiences seeking customer support on mobile. Companies can mitigate this problem by creating a website with responsive design and using self-service information management.
Read the entire report on Software Advice’s website HERE.
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