Is mobile customer care something you should pay attention to or can you ignore it for now? Here are 5 red flags that help you decide if you can wait any longer.
1) You got a high percentage of mobile calls coming into the contact center
A high percentage of calls coming into your contact center from customer on mobile phone suggest your customers have made a shift. That shift is one to greater expectations for speed, ease and experience that mobile brings to the table. Of the 1.5 billion calls we process through our IVR every year, a typical client sees 70% of the calls coming from mobile devices. The expectation of these callers has rapidly changed and your enterprise needs to be ready service them on their terms. You get one red flag for thinking mobile calls can be treated like a regular call. And a bonus additional red flag for not knowing percent of inbound customer service calls come from mobile devices.