Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.

7 Ways to Use Live Chat to Take the Mobile Customer Experience to the next Level

Customer-Experience-Chat-OnlineRegardless of how businesses segment consumers, they use mobile devices significantly for customer support through a variety of platforms and channels. To engage customers, your business must be accessible to them wherever they are because mobile is the primary web access device. To succeed, you must offer a smart, connected, mobile customer experience on all devices, including tablets and smartphones.

Creating the Ideal Customer Experience

Talking to customers about change and integrating those insights across the business is the primary method for creating the ideal customer experience. It includes paying close attention to all digital channels and working to enable a true omnichannel experience, which is no longer simply a buzzword. The top seven approaches for getting organizations on board to deliver consistent, personalized, and exceptional live chat service include:

  1. Offering truly connected journeys: Make it simple for customers to do business with you. Offer the convenience of an always-on channel and ability to hop across mobile, social, and web contact centers.

  2. Providing an array of engagement options: Customers want the ability to receive SMS notifications, send emails, chat with live agents, manager their accounts, conduct guided help sessions, view FAQs, and search the knowledge base.

  3. Sourcing knowledge: Provide a single source of knowledge and details for mobile customers with questions and answers about your services and products.

  4. Easy access: FAQs, topic trees, related articles, smart type-ahead, and natural language multi-search offer solutions to customers without taking up a lot of their time.

  5. Guiding the search: Offer to provide guidance and find answers by starting with what the customer already knows.

  6. Informing proactively: Dynamic FAQs highlight must-read, recent, and popular content.

  7. Lending a hand: Escalate a live chat to a live assistance channel and tap the wisdom of crowds when necessary.

The customer experience is crucial in consumer purchase decisions and is determined largely by the quality of the experience customers have when they look for product information and seek support.

Adopting a Mobile First Strategy

Adopting a mobile first strategy means that regardless of what a customer wants or needs, including chatting with a representative, receiving customer support, processing a return, or learning about a new product, it can be accomplished on a mobile device with an equally positive experience. Following these strategies can differentiate businesses from those that believe mobile support is not vital to survival:

  1. Creating Mobile-Friendly Websites: For small to medium sized businesses or others that perform in-house Web design, website-building software ensures a mobile-friendly, polished outcome without the need for a lot of technical expertise.

  2. Self-Service Data Management: The second most frequent dilemma faced by mobile customers looking for information support is that the search results from companys’ websites are not useful.

  3. Solving Existing Business Challenges: Many companies offer personalized and custom tailored mobile apps, but the prevalence of these apps with customers can be hit or miss.

Stay centered on what makes your business more valuable to consumers, what works for your brand, and what creates loyalty. Then you can amplify it to use it in ways supported by new mobile technologies.

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