How equipped are your agents for those situations when something is going wrong? When customers are clearly upset? Here are some time-tested tips: If your...
Read More >>>Tag Archives: mobile customer service
GM Leverages AI in Social Customer Care
GM, America’s largest automobile manufacturer, has more than 17 million social brand mentions and engages in more than 400,000 customer care conversations each year. GM...
Read More >>>The Magnitude of Mobile
Need a reason to refine your mobile strategy? Here are some statistics that remind us of how ubiquitous mobile devices have become. There are now...
Read More >>>Mobile Customer Support
Cell Phone Inventor Predicts the Next Big Thing
According to Marty Cooper, 87 years old and a pioneerin wireless communication, cell phones have a big flaw: you constantly have to charge them. And...
Read More >>>Developing a Mobile Customer Access Strategy
Staffing for Mobile
Are Your Mobile Apps Ready for Prime Time?
Get your apps in good shape and, by all means, don’t dither—get them out there. But you’ve got to ensure they are ready for prime...
Read More >>>Smartphone Statistics
Retailers reported that sales via smartphones grew an average of 87% in 2014. (Source: Forrester, 2015 report) 71% of in–store shoppers who use smartphones for...
Read More >>>The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right
The Edge of Service® Newsletter, Issue 15: Getting Mobile Customer Service Right There are an...
Read More >>>Smartphone Growth
As of December 2014, nearly 75% of all U.S. mobile subscribers aged 13 and older owned a smartphone. The highest adoption rates belong to mobile subscribers aged 25-34 (88.9%), and 18-24 (88.6%). In January 2013,...
Read More >>>Multichannel Contact Centers, by the Numbers
How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage...
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