Rise Of Advanced Mobile Self Service Solutions
Customer service interactions have undergone layers of changes and development over the past decade. The present day customer is both cyber and mobile savvy and as a result demands better customer service solutions that are intelligent yet simple. In addition to that, almost 77 percent of the global population is mobile. One can say in a group of four people, three are signed up with a mobile service provider.
Advent of Mobile Self Service
Internet expansion and technological development have given way to eCommerce, B2B and B2C websites that have gained prominence over the past few years. As the name suggests the consumers visiting these sites are purchasing their products online. The majority of the time, consumers today browse and transact from these sites using their desktop or laptop. Hence, the website’s offer simple and intuitive navigation tools for the consumer to complete his/her journey with ease and free of hassle.
Today the trend of shopping online through mobile devices have gained prominence since the new age mobile handsets are equipped with innovative features. However, the mobile shopping platform is radically different from shopping online using a desktop and laptop and needs specialized solutions so that consumers can successfully complete their transaction process. Since most consumers today prefer to shop online from their mobile at their own ease and comfort, it is essential to have an advanced mobile self-service solution that makes the buying process transparent, easy and well supported.
Innovative Mobile Service Solutions
Leading market players in customer experience solutions today to facilitate the process of mobile self service have come up with high-end power applications for tablet devices and Smartphones that helps to automated consumer journeys by utilizing a mix of touch and speech modalities. These applications offer an experience leveraging features like location information, speech commands simultaneously adapting to the restrictions of small screen sizes.
Furthermore, with the help of innovative statistical models of user engagement and intent, mobile self service applications successfully anticipates consumer behavior and then analyzes the apt interaction strategy. By integrating instant interaction information and consumer profiles all through the channels, the applications understand all the perspectives of the consumer’s journey. Furthermore, mobile self service applications incorporate with third party systems and organizational data sources resulting in information-rich and location aware solutions. At the same time it streamlines the company’s applications operating on all key mobile platforms and does not require any porting effort. They can be successfully offered as standalone or HTML applications.
Today leading solution providers have arrived at the best approach to deliver mobile self service solutions. The approach entails in customizing customer interaction services from the point of view of the consumer than the service provider, as that’s what will lead to a unique consumer experience making the consumer content.
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