Mobility Changing Customer Support Interactions
Customers generally have high expectations of the enterprises they frequent. Regardless of what a company's function is, chances are that the consumerization of IT has altered the needs of their consumers. This is especially true in terms of communications. Smartphone technology has proven to be capable of an immersive user experience, with all channels being found in a single location. Should an organization be unreachable by any means but a phone call, many patrons may perceive them to be behind the times.
But this might be the case, after all. Mobile technology in its present form is still relatively young, leaving many companies wondering just how they're supposed to leverage new devices and assets in a customer service setting. Modern organizations have to enter a new mindset for the present day. There has to be an increased focus on streamlining the user experience. In terms of customer service, this means opening up new avenues of connection and support.
Voice Alone Is Not Enough
Unified communications are becoming increasingly common in the workplace. But the success of these applications depends on if they are being used by everyone within the company. There are no guarantees that customers are using the same messaging apps as the company. This is why organizations have to build their own custom software to handle these issues, or else find other ways to simplify connection to customer service representatives.
Even if the same programs aren't being used, there are still instances where unified communications networks can be extended to the consumer. Mobile websites can be enabled with instant messaging capabilities. Links can be set up that, when clicked, can prompt a smartphone to begin a call or open an SMS thread. These avenues are extensions of the UC network in question.
This is much different than just providing a phone number on a Web page. Having to navigate between programs while copying and pasting information can significantly decrease customer satisfaction. Having to put the work in when the technology has come so much farther is frustrating to many people - especially when rival organizations have gotten a handle on this brand of customer support.
Real-Time Communications On The Rise
Voice may not be the preferred channel for a growing segment of the population, but it is an effective way to get in touch. This is because the parties are able to speak in real time. This is one of the reasons that unified communications is beginning to take off in the customer service industry - these kinds of networks offer more options in the way of instant connection. The modern consumer is hard to generalize in that their communications preferences are widely varied. Customers need to feel comfortable, and therefore require a greater selection of real-time mediums.
This is why businesses have to make investments in unified communications - if not for their workers, then for their patrons. Customers in this day and age are very particular about how they get in touch with companies they frequent. It will be important to provide modern customer support options for the ever-changing consumer.