According to a recent study by industry analyst firm Ovum (News - Alert), U.S. enterprises lost a total of $83 billion dollars annually due to poor customer service. And, an IDC study indicated that 40 percent of marketing assets went unused and there was a huge drain on sales productivity.
In an effort to address this issue and provide customer-facing professionals with the most advanced solutions that improve interaction with clients even while using mobile devices, Vivisimo – a provider of information optimization solutions – has rolled out Customer eXperience Optimization (CXO) Mobile.
According to Vivisimo, the CXO Mobile ensures that both sales and customer care agents can use their mobile devices to have the right case studies, brochures, and product information that are required to address customer needs, tailor service offerings, and move opportunities forward.
With the help of CXO Mobile, customer-facing professionals will be able to extract relevant information from all of the various enterprise systems into an easy-to-use dashboard on their mobile device. This provides the visibility as well as the insight that is required to resolve customer issues and maximize sales opportunities while working remotely or face-to-face with a customer.
As the first solution to meet the needs of a growing workforce of mobile customer service and sales representatives that deal directly with customers or partners, the CXO Mobile provides Activity Feed. The Activity Feed provides real-time updates on all followed accounts, products, individuals and other entities coming from multiple sources.
Apart from providing the ability to collaborate with colleagues by posting comments and questions to the Activity Feed, the CXO Mobile also provides the ability to browse a customer or partner account with a complete view of all activities, top support cases, top account opportunities, product recommendations, and top news.
The CXO Mobile also provides contact information for each account, such as the option to view customer locations on a map and get directions, support for VPN, as well as support for iPad, iPhone and Android (News - Alert) devices.
John Kealey, CEO of Vivisimo, said in a statement, “We are committed to helping organizations overcome one of the biggest challenges posed by the Digital Age by overhauling the customer experience so customer facing professionals can quickly and efficiently transform data into intelligent and engaging customer relationships.”
Kealey added, “Research tells us that 32 percent of employees globally now rely on more than one mobile device during a typical workday. With CXO Mobile we're equipping sales and customer service teams worldwide with enterprise wide information access to make informative decisions, hold engaging customer conversations, and close more deals faster - anywhere, anytime on any mobile device.”
In addition, the CXO Mobile exposes information to mobile users from applications that do not have their own mobile access.
Recently, Vivisimo’s CXO was awarded with Customer Interaction Solutions 2011 Product of the Year Award by TMC’s (News - Alert) Customer Interaction Solutions magazine.
Edited by Jennifer Russell