Why call centers are only seeing the tip of the iceberg when it comes to smartphones and customers - Teleperformance - ContactCenterWorld.com Blog
Smartphones are revolutionizing how we interact with the world. And for businesses, it’s no different. Most interactions with customers increasingly takes place online, through smartphones, opening up a whole host of new avenues when it comes to data.
At the moment, companies and call centers are just seeing just the tip of the iceberg. There’s so much more to take advantage of if firms dive a little deeper. Opportunities surrounding customer data, its collection and uses have expanded rapidly but some firms are still stuck in the past, operating outdated telemarketing and direct mail campaigns using undefined targets.
In 2016, the majority of calls made to call centers are made on mobile devices and over a third of those are from smartphones. Over 78% of customers use mobile apps, for services like billing, account info and live chat, meaning it’s important that smartphones and their capabilities are fully integrated into the way data is handled by companies. Studies show customer satisfaction increases as integration improves, while simultaneously costs become lower for businesses.
Data stored on mobile devices, such as account numbers, billing data or sales history, for example, is extremely useful information – it provides call center agents with more information to work with and an opportunity to better respond to a customer’s needs. Analytics from mobile apps can provide insights into a customer’s interests and behaviour too, allowing companies to target more precise segments in their marketing.
Geolocation data also opens up new avenues – companies and call center agents can tell if customers are travelling or at a specific location from data alone, meaning support can be tailored more efficiently. Location-aware services for smartphones can open the door to real-time business intelligence and time- or location-specific offers.
What other benefits can you think of? Tweet us @TELEPERFORMANCE, leave a comment below and let us know your thoughts.
Publish Date: August 4, 2016 5:00 AM
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