As mobile adoption continues to grow, businesses are improving the way they enhance the mobile experience. A good foundation of mobile customer support is essential. Simplicity and usefulness are the core principles in the mobile experience design. Mobile adoption drives a streamlined and more targeted approach by allowing users to take few steps to accomplish their goals.
It is important for businesses to understand the customer’s expectations when it comes to their mobile experience. Customers want things as clear as possible and will react negatively if the experience they are seeking is not delivered. The new ways in which customers can interact have created opportunity and challenges for businesses. Customers now have control over how they would like to interact and mobile customer service is at the forefront it is businesses responsibility to create a good experience.
“Capitalizing on the mobile opportunity demands that the organization looks beyond technology. It must also take a strategic view and ensure that its mobile investments align with, and advance, the organization’s business strategy and goals,” said Mr. Jacobs. Gartner
Mobile customer service creates more loyalty because it is available on a device that follows most customers wherever they go. Therefore mobile customer service should live up to a high level of customer service. Businesses realize the benefits of improving the experience they provide and the mobile customer service is just one avenue that should be a priority.