Mobile forms of communication, including devices, apps, and the in-app experience are transforming the way business is done, and the way consumers shop, play, and interact with each other and businesses. Expanding to the entire customer journey, the new mobile experience covers post-purchase experiences, including customer care and engagement.
Why should the way consumers access customer service be any different from the way they shop and purchase products? Contact centers and organizations providing customer care must ensure that they have the right tools and technologies to service today’s mobile customers in their mode of choice.
Businesses that don’t pursue a mobile-first mindset for interacting and providing customer service will be left in the dust, while those that embrace mobile as an interaction mode will thrive.
This whitepaper examines the evolution of the contact center beyond digital channel stacking and specifies the requirements contact centers must meet for the mobile age.