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2015: Time to Prioritize Your Mobile Customer Service

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January 29, 2015

2015: Time to Prioritize Your Mobile Customer Service

By Alexandra Duggan, TMCnet Contributing Writer

The average American finds their mobile device just as important as brushing their teeth.

What would you rather forget in the morning? According to a 2015 survey completed by Bank of America , the average consumer ranks their smartphone nearly as critical as their toothbrush, deodorant and even their car. 96 percent of the millennial generation considers their mobile phone the most vital necessity in life.

So what does this mean for service providers? It is more critical than ever to provide top notch customer service to its loyal customers.

Target (News - Alert) the millennials: Millennials are the current and future consumer, and more importantly, the ones who now consider their phones the most important thing in their life. They will be spending $10 trillion of the course of their lifespan- so now is the time to get them hooked on one brand. Creating a strong and reliable relationship now will lead to lifetime of loyal customers.

Increase customer engagement: As we all know, There is nothing more frustrating than poor customer service. In a recent Gartner analysis it was found, to no surprise, weak mobile customer service can impair present and future customer relationships. Marketing can only go so far to sell consumers on a brand- it is up to customer service to hone in and close the disconnect between service providers and mobile device users. This can be done by implementing the most effective way to interaction with a customer whether it is through an app, or a mobil5e responsive support portal.

Adapt to the Internet of Things: Mastering mobile customer service may help your organization shift more easily into the increasingly prevalent world of the IoT. It is predicted by Gartner (News - Alert) analysts that by 2017 most customer service interactions will not need a human support agent to help fix the problem. Taking control of your mobile customer service platform now will put you ahead of the game and take your company into the future of smart devices. 

The mobile market is going to keep growing, so it is time to get ahead of the game and implement the best customer service your organization can offer.


Edited by Alisen Downey

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