West Corporation

Posted on June 17, 2016 by West Corporation 



What is the Mobile Shift?

It’s estimated that we spend 177 minutes (nearly one-fifth of our waking day) on our phones daily — habitually checking them for updates around 150 times.[i] Furthermore, it’s predicted that mobile commerce will account for almost half of all e-commerce by 2018.[ii] Seasoned Silicon Valley gurus have even asserted a probable P.C. extinction as a result of the increasing functionality of mobile devices.

This “mobile shift” is transforming our lives and the brands we touch. Evolving from simply providing convenience, to completely changing the way we live our everyday lives, the mobile device is driving a need to put more power in customers’ hands. Luckily, embracing proactive strategies like mobile notifications is beneficial for customers and brands alike.

Companies everywhere know how costly unnecessary inbound calls can be — operationally and financially. Check out this tip sheet to start providing a more proactive experience while lowering inbound care costs.

We’re now living in a world where 87 percent of parents use texting — 72 percent of which hold a positive perception of companies that offer text messaging customer care.[iii] Furthermore, It’s predicted that pre-emptive service can reduce inbound calls by as much as 30 percent, while increasing customer retention rates by 5 percent.[iv]

When it comes to facilitating the graceful communications that customers now demand, it’s clear that brands can benefit by showing customers they know them on the web, over a call, via text and everywhere in between. Embracing mobile notifications is one easy way to give your customers what they want while reaping the benefits of lower costs.

Understanding that customers now expect seamless interaction across different channels, these prime examples illustrate how proactive strategy can benefit the customer and brand alike:

A leading cable provider uses natural language recognition in the automated voice system to interpret a caller’s everyday speech to determine that his internet is down. The call ends and the company attempts to remotely reset the modem unsuccessfully. Recognizing failure to resolve the issue, the provider automatically follows up with SMS. The text message directs the customer to a mobile webpage to easily schedule an appointment with a service technician. No need for extra time with an agent! Click here to see this multi-channel experience in action.

One of West’s retail partners incorporates similar self-service elements to support day-to-day customer interactions. Learning from customers’ past behavior, the company is able to consistently predict a caller’s intent before a word has been uttered. For example, the IVR system can identify a customer by name, predict the desired action (like retrieving store hours), provide available appointment times, and send a reminder SMS with any relevant details after all is said and done. Who needs repeat calls?

Even “going green” is a cinch for customers when companies strive to make automated interactions connected and personal.

It’s never been a secret that the world is becoming more dependent on mobile devices. With proper forethought, brands can address customer concerns before they develop and lower long term operational costs while doing so.

[i] Google, Micro-Moments: Your Guide to Winning the Shift to Mobile

[ii] PWC, Total Retail Survey 2016

[iii] OneReach, Harris Poll Results

[iv] Why Your Company Needs Proactive Customer Service. Maximer, June 24, 2015.

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