This document discusses optimizing the multi-device customer experience. It notes that customers want to resolve issues on the go using their mobile devices and expect quick resolutions to avoid frustration. It recommends companies provide self-service mobile apps, text message customer service, digital concierges that monitor social media, and use video agents and predictive analytics to anticipate customer needs and proactively address them.

5. OPTIMIZING THE
MULTI-DEVICE EXPERIENCE

6. IN TODAY’S MULTI-TASKING
MULTI-DEVICE WORLD

7. PEOPLE WANT TO RESOLVE THEIR ISSUES ON
THE GO, VIA THEIR MOBILE AND TABLET DEVICE
AND IN BETWEEN TEXT MESSAGES

8. EVERY MOMENT OF HOLD TIME, HUNT
AND SEARCH TIME, OR IVR FRUSTRATION
WILL PUT CUSTOMER LOYALTY TO THE TEST.

9. IF NOT, THEN THEY ARENT AFRAID TO
GOOGLE THE COMPETITION

11. SELF-SERVICE
MOBILE APPS
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View insurance ID card
View policy
Pay your bill
View discounts and coverage
Quote adding a vehicle
View driver and vehicle
information
Update contact info
View agent contact info
Address questions, issues and
complaints
View claims status

13. TEXT MESSAGE
CUSTOMER SERVICE

17. CREATE A
DIGITAL CONCIERGE

18. MONITOR THE
SOCIAL MEDIA LANDSCAPE

19. IT’S NOT JUST
FACEBOOK &
TWITTER

20. CONDUCT PUBLIC FACING
CUSTOMER SERVICE

22. LOG AND TRACK ALL
ENGAGEMENTS IN CRM

26. VIDEO
AGENT

27. ANTICIPATORY
CUSTOMER SERVICE

28. ANTICIPATORY CUSTOMER SERVICE
“WHERE COMPANIES PREDICT CUSTOMER
NEEDS AND PROACTIVELY ADDRESS THEM”
Micah Solomon, Author
High Tech, High Touch Customer Service

29. PREDICTIVE
ANALYTICS

30. DELIVER ACTIONABLE INSIGHTS
AT THE POINT OF INTERACTION