GoResponse Telephone Answering Service Staff

How to embrace mobile customer services

Customer Service - Lifting the WordsModern customers expect business care to be efficient and instant, which means that many call centres have no option other than to overhaul traditional service methods and embrace new technology. This often requires going mobile. Telephone answering services that want to take this path should keep several important points in mind.

First, it is important to build a knowledge-everywhere strategy from the very start. The task of delivering consistent answers across every channel might seem extremely daunting, but it’s worth taking the time and effort to complete. By creating a centralised knowledge base, customers can be engaged quickly and get intelligent responses that meet their needs without having to trawl through inconsistencies.

When it comes to adapting to the mobile, call centres have to create mobile-first principles. This means that any new process or operation has to work seamlessly on mobile devices. Websites must be mobile-enabled, and if a service process doesn’t work properly on smartphones or tablets, it needs to completely overhauled.

Finally, for the best service, call centres should identify expected behaviours and then automate these processes. By understanding people’s journeys, the obvious questions and help requests can be pinpointed, such as checking a balance, for example. Mobile apps can then be driven to offer these functions without the need for agent help, saving time for customers and the company.

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