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IVR Provider Angel Says Customer Experience is Vital as Users Spend More Time on Mobile Devices
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IVR Provider Angel Says Customer Experience is Vital as Users Spend More Time on Mobile Devices

July 30, 2012

  By Ed Silverstein, TMCnet Contributor

Owners of mobile devices are spending significantly more time on their phones – and they increasingly expect they will be provided mobile support features from companies.

This trend comes as it was recently reported that mobile data traffic worldwide will jump an overwhelming 18-fold between 2011 and 2016 – that’s just five years. Another impressive projection is that there will be more mobile devices on Earth than the total world population – this year. The U.S. Census Bureau has estimated the world’s population to be 7,029,182,231 as of July 28.

Given this demand, Angel recommends in a recent blog post that customer care pros find out which mobile customer support tools are suited for their business needs and make sure the tools give top priority to customer experiences. A mobile customer experience, according to the Angel blog post, centers on “how customers engage with a company and brand on a mobile device throughout their entire customer lifecycle, not just at a specific moment.”

That also means personalization is very important to a customer experience in the mobile sector. It provides unique features which “complement and add additional value to the business’s other channels,” the blog post adds. Examples of these are: branded mobile apps, interactive self-service tools, location-based capabilities, text message support, mobile alerts sent to users’ devices, and tailored interactions to the user, Angel said.

Moreover, downtime is a serious drawback. If users face downtime when they look to use mobile features, they will likely lose trust in the channel. It will be hard to regain that trust. That means downtime should be avoided. This concern ties in with the significance of a user’s interactions and perceptions of a company, Angel explains. It is also important to note the personal connection with a user, Angel adds.

These concerns have implications for Interactive Voice Response (IVR). IVR provider Angel sells a SaaS (News - Alert) cloud-based platform that provides analytics, business intelligence reporting, contact center, IVR, and mobile functionality to mid-market and enterprise customers across a variety of verticals, according to TMCnet. The solutions automate routine calls, increase productivity of agents and lead to an overall improved caller experience.

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Edited by Amanda Ciccatelli
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