The State of Mobile Customer Engagement: Tips to Help You Gain Success
Empowering contact center excellence for 30 years!

The State of Mobile Customer Engagement: Tips to Help You Gain Success

Date Aired: June 4, 2015

Time: 1 PM Eastern Time

Presenters: Justin Robbins, Ross Haskell, Erica Strother Marois

Sponsor:

Watch the webinar video below.

Learn best practices and current trends for chat and mobile customer engagement.

As mobile devices take a greater precedence in our lives and those of our customers, the significant impact on the contact center is undeniable. ICMI’s own research has documented rapid growth in the number of contact centers supporting mobile service (19% YOY) and chat (12.5% YOY), as organizations respond to meet customer expectations.  One could assume that this means customers are growing in their satisfaction with the level of mobile engagement offered by companies, but this couldn’t be further from the truth.  Customer satisfaction remains low despite organizations defining and implementing a mobile engagement strategy.  How is this possible?

Recent findings from both LogMeIn and ICMI would indicate that a major contributing factor is that we’re wrongly defining mobile engagement.  This misalignment between customer expectations and organizational assumptions is disrupting even the best intentioned of contact center teams. So then, how should organizations define mobile engagement and what steps can be taken to ensure that the mobile engagement you’re providing is ultimately satisfying your customers?  How can organizations best understand the connected consumer and stay ahead of new device trends? What have organizations done to provide best in class mobile customer engagement?

During this webinar you will learn:

  1. How to effectively define mobile engagement
  2. Current trends on mobile engagement growth and continued customer dissatisfaction
  3. How offering chat will satisfy your most connected customers
  4. Best practices and real-world stories of successful mobile customer engagement

Join us for this interactive and informative hour—complete with case studies, best practices and live Q&A.

 



Presenters

Justin Robbins

Advisor, ICMI

Justin Robbins is a customer service expert focused on contact center operations and helping organizations appropriately define and achieve success. Over the past two decades, he's coached thousands of individuals around the globe on customer experience best practices. Justin leads the content strategies and community engagement initiatives for HDI and ICMI and is a speaker, trainer, and writer on topics such as customer service best practices, key performance indicators, and motivational business leadership. He's a professional member of the National Speakers Association and has been featured by the New York Times, NBC Nightly News with Lester Holt, Fox News and numerous other media outlets. Connect with Justin on Twitter @justinmrobbins and on LinkedIn.

Ross Haskell

Senior Director of Products, BoldChat, LogMeIn

Ross is the Senior Director of Products for BoldChat by LogMeIn, leading product strategy, liaising with customers and development in order to push customer care agents towards a future of enterprise-class features, mobile dominance, and unparalleled efficiency. Before BoldChat, Ross held senior-level marketing, product, and consulting positions at technology companies, including Visionael Corp., Green Mountain Energy Co., and Tivoli (an IBM company). He has a special interest - and nearly 20 years' experience - in translating consumer data into actionable insights for customer service professionals. Ross earned a BS in Marketing at Boston College and a MBA from Texas A&M University.

Erica Strother headshot

Erica Strother Marois

Community Specialist, ICMI

Erica Marois is the Community Strategist at ICMI. She manages ICMI’s robust network of community contributors, hosts ICMI’s weekly tweet chats (#ICMIchat), manages the Global Contact Center Awards program and produces content initiatives like the Contact Center Insider weekly newsletter. Follow Erica on Twitter (@EricaMarois) and join her each Tuesday at 1pm ET for #ICMIchat.


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Topics: Chat, Customer Experience, Mobile, Multichannel Contact Center

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