Organisations have to take a step back, and address their mobile strategy from a customer service point of view. Will the app integrate with back end systems? After all, an app is really just another customer service touch point. If the customer is experiencing problems with the app, will the customer service agent they contact be able to see what went wrong? In order to do this, organisations must develop mobile applications with tight integration to the contact centre. So when a customer who is using the app encounters an issue, the customer support process is driven directly from the app. The app’s integration to the contact centre means that there is no need for customers to go through a lengthy query and response session with an IVR to categorise the call. But, the app shouldn't just place a call. The entire history of the customer’s session on the app should be forwarded to the contact centre so that the agent will know precisely who the customer is, their entire purchase history, and what they were trying to do so that any issues can be resolved quickly.
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| Interaction Mobilizer |
Interactive Intelligence have built a toolkit that will allow businesses and organisations to generate one application to run on Apple iOS, Android and Windows Phone devices along with social media sites like Facebook. By using this approach, the full range of back end interface capabilities means that all manner of
functionality can be built into an app.
Companies can allow customers to place orders, query about shipments, or
change their profile settings and preferences — in essence, whatever services
companies choose to give customers access to. View the video
For more information, visit our website.
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