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:
- How to effectively define mobile engagement
- Current trends on mobile engagement growth and continued customer dissatisfaction
- How offering chat will satisfy your most connected customers
- 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.