Simplify Customer Journeys with Mobile Self-Service
Thanks to technological advancements, customer attitudes and customer expectations have dramatically
changed over the last decade. With world becoming email and digital centric, everything can be made readily
available at fingertips today. Hence, today customers are demanding access to service through online,
mobile, and social media. This change in customer expectations has put increased pressure on retailers to
meet the changing demands of the customers by creating better ways to serve consumers with innovative
solutions that create value, improve consumer experiences, and increase loyalty. Hence, what retailers need
is intuitive customer experience solutions that ensure customer loyalty.
Some customer interaction services offered are speech self-service, mobile self-service, web self-service,
online self-service and so on. Let’s look at mobile self-service to understand how it improves customer
experience and thereby makes a difference in the life of the customer.
The mobile self-service delivers an experience that leverages enhanced capabilities such as speech
commands and location information while adapting to the limitations of small screen sizes. Through
advanced statistical models of user intent and engagement, it anticipates customer behavior and determines
the optimal interaction strategy. By incorporating real-time interaction data and customer profiles across all
channels, it understands the full context of every customer journey. One of its notable features is that the
mobile applications can be delivered as HTML apps, standalone downloadable apps, or functionality
embedded into existing downloadable apps. The following are some of the advantages of mobile self-service.
· Simplifies app by running on all the major mobile platforms without custom development or porting
· Powers a unique user experience that reduces customer effort, enables new products and services, and
strengthens brand among mobile customers
· Simplifies the experience and avoids calls into the contact center by allowing mobile users to complete
transactions on the device itself
With the mobile self-service, retail companies can help its customers to shop smartly. Consider a situation
where a customer likes a dress but wants a different size. Unable to find one, the customer drops the idea of
buying the dress. However, thanks to mobile self-service, the customer can not only get an inventory check
done but also get details of local availability within a few minutes.
Thus by using a combination of speech and touch modalities, retailers can improve retail customer
experience by automating customer journeys to the satisfaction of the customers.
Related Links: multi-channel customer experience, Customer experience