Very insightful post by Amit. Customer service, nowadays, is a big deal. According to Microsoft’s own Global State of Multichannel Customer Service Report, more than 90% of the 4,000 consumers surveyed say they now expect brands and organizations to have a customer self-service offering. For customers, self-service should be faster and / or more convenient than the alternative. That means easy to find and easy to use. As per the Forrester, 70% people feel more comfort when self service is provided over the smartphones. So, if service providers serve their customers by offering self service software for smartphones, they can get the more positive response than offering live chat or web self service. It requires an experienced partner to deploy mobile self care solutions. Experienced players like KocharTech helps the service providers to improve their customer experience and customer service delivery by streamlining their operations and cut operational and support costs.