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Five Keys to a Great Mobile Customer Service Experience

Five Keys to a Great Mobile Customer Service Experience By Elizabeth Dykstra-Erickson M ore than 80 percent of today’s customer service calls originate from a mobile phone. Some Nuance customers say that more than half of their contact center interactions...

Published 09-25-2012 3:24 PM by Andrea_Mocherman

Filed under: customer experience, mobile phones, customer service, mobile care, customer care, multimodal, mobile app, mobile enterprise, mobile, mobile apps

Customer Service To-Go: The Rise of Voice-Enabled Mobile Assistants

Smartphone adoption continues to skyrocket, with 78 percent of the U.S. adult population owning a smartphone according to the latest Flurry report . Meanwhile, consumers increasingly say that they prefer self-service options when interacting with a company...

Published 09-12-2012 11:39 AM by Andrea_Mocherman

Filed under: customer experience, contact center, mobile phones, customer service, mobile care, customer care, multichannel, mobile app, mobile enterprise, mobile, mobile apps

The Art of Frictionless Customer Service

If you haven't heard the term "frictionless" yet, it's time to add it to your customer service lexicon. The skyrocketing amount of inbound calls from mobile phones is a major reason. Some Nuance customers say that more half of their...

Published 08-07-2012 12:25 PM by Andrea_Mocherman

Filed under: customer experience, self-service, contact center, biometrics, mobile phones, customer service, mobile care, customer care, IVR, cross-channel, mobile enterprise, authentication, mobile

The Impact Technology is Having on the Customer Service Experience

Make Them An Offer They can't Refuse Thanks to the proliferation of connected devices - PCs, phones, smartphones, tablets, games consoles - consumers across all demographics now share a common trait: they are empowered. They now have the freedom to...

Published 05-07-2012 1:14 PM by Andrea_Mocherman

Filed under: contact center, Self Service, mobile phones, customer service, call center, customer care, IVR, multichannel, natural language, authentication

Is the Contact Center Moving On-Device? Catching up with Ovum's Daniel Hong

The advance of smartphones and the avalanche of mobile apps are forcing enterprises to rethink their customer care services. Where do mobile apps fit in? How can they complement contact centers to provide and user-friendly customer care, allowing customers...

Published 03-26-2012 2:27 PM by Andrea_Mocherman

Filed under: customer experience, contact center, mobile phones, customer service, mobile care, call center, customer care, multichannel, mobile app, mobile enterprise, mobile

New Research Reveals What People REALLY Want In Customer Service Apps

Mobile app downloads continue to grow from strength to strength, breaking records and exceeding analyst expectations. However, a raft of reports — including a recent survey by Pew Research Center's Internet & American Life Project —...

Published 03-19-2012 1:58 PM by Andrea_Mocherman

Filed under: customer experience, contact center, mobile phones, customer service, mobile care, customer care, multichannel, mobile app, mobile enterprise

Mobile Customer Service Apps: How to Keep 'Em Coming Back

If you're a consumer-facing organization hoping to use mobile to build a strong, long-lasting relationship with your customers, there’s some good news! A new survey shows that smartphone owners are increasingly downloading not just games but...

Published 03-05-2012 3:30 PM by Andrea_Mocherman

Filed under: customer experience, mobile phones, mobile care, customer care, multichannel, mobile app, mobile enterprise, mobile

Voice Recognition Apps Giving More of What you Need

You’ve been talking to your cell phone for years, but it’s always been to the person on the other end. Thanks to a new breed of smartphone applications – or “apps” – there’s a good chance that some of your future...

Published 02-23-2012 1:58 PM by Andrea_Mocherman

Filed under: customer experience, self-service, contact center, mobile phones, mobile care, call center, customer satisfaction, personalization, multichannel, mobile

Enterprises: What's Your Mobile Strategy?

Fifteen years ago, analysts and investors frequently asked enterprises, “What’s your Internet strategy?” The unspoken corollary was, “If you don’t have one, you’d better get one fast, or you’re toast.” Today...

Published 12-20-2011 1:37 PM by Andrea_Mocherman

Filed under: contact center, IVR optimization, customer loyalty, mobile phones, customer service, mobile care, customer care, mobile

Bring on the Apple iPhone 4S

Have you seen one yet? The new iPhone 4S ? If you aren’t one of the lucky few who got theirs today, then just wait. You are in for a treat. Today marks a milestone for natural, conversational interaction between consumers and their mobile devices...

Published 10-14-2011 8:00 AM by Christy Murfitt

Filed under: customer experience, Self Service, speech automation, mobile phones, mobile care, speech recognnition, natural language

Man vs. Machine: How do people prefer to get customer service?

Companies worldwide will spend more than $100 billion in customer care in 2009. Despite the significant investment companies are making, consumer satisfaction rates for customer care are extremely low. When it comes to self-service options by phone, a...

Published 10-08-2009 3:35 PM by Nuance Expert TIPS

Filed under: customer experience, self-service, mobile phones, mobile care

Livin' on a Prayer

Oh, we're half-way there Oh, oh, livin' on a prayer Take my hand; we'll make it I swear Oh, oh, livin' on a prayer - Bon Jovi No, I'm not reminiscing about my junior prom. This Bon Jovi song came up in conversation at work today, as...

Published 09-08-2009 10:02 AM by Rebecca

Filed under: customer experience, mobile phones, customer service

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