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5 ways contact centers can develop a mobile customer service strategy

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Great customer service needs to be consistent across all mobile devices, as well as social and digital channels. So, how do you go about developing a mobile customer service strategy within your …

Great customer service needs to be consistent across all mobile devices, as well as social and digital channels. So, how do you go about developing a mobile customer service strategy within your contact center?

For more information about our multichannel contact center solutions, visit http://oran.ge/1m9d6Wv

Published in: Technology, Business, Education

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  • 1. 5 ways that contact centers can develop a mobile customer service strategy a slideshare by Orange Business Services
  • 2. customer service is re-emerging as the core business strategy to create a winning customer experience Image by Giedre Domzaite for YCN Great service needs to be consistent across all mobile devices, as well as social and digital media channels. It also needs to be personalized and consistent with marketing efforts.
  • 3. 1. develop a mobile customer service strategy as part of your overall customer engagement strategy create a team composed of chief customer officers, directors of customer service, IT and the head of digital marketing and business intelligence to examine the role of mobile in each type of customer interaction with the organization
  • 4. directors of customer service and marketing also must remember that more customers will interact with your organization only via a mobile device 2. develop a clear picture of the mobile channels and the engagement method along the end of the customer journey download the report now
  • 5. 3. evaluate the mobile platform capability of CRM software key words are - easy to use social location self-service agile context-sensitive
  • 6. 4. utilize development best practices to simultaneously deliver applications, craft strategies and build competencies This is critical for IT organizations faced with making difficult technology choices, releasing software that reflects strongly on the enterprise brand and having less control over distribution than ever before. With the fast changing nature of mobile applications, IT teams that develop mobile applications do not have too much time to strategize in place of execution.
  • 7. 5. speed is a priority. however, IT organizations must ensure the consistency of underlying integration architecture and master data strategy
  • 8. download the full report to:  discover how you can deploy a successful mobile customer service strategy  gain insight into how businesses can deliver a consistent cross-channel customer experience to meet the changing demands of the mobile customer  learn how contact centers can support the growth of customer self-service through mobile-based technologies
  • 9. about Orange Business Services Orange Business Services, the Orange branch dedicated to B2B services, is a leading global integrator of communications solutions for multinational corporations. With the world’s largest, seamless network for voice and data, Orange Business Services reaches 220 countries and territories with local support in 166. Offering a comprehensive package of communication services covering cloud computing, enterprise mobility, M2M, security, unified communications, videoconferencing, and broadband, Orange Business Services delivers a best-in-class customer experience across a global landscape. Thousands of enterprise customers and 1.4 million Business Everywhere users rely on an Orange Business Services international platform for communicating and conducting business. Orange Business Services is a four-time winner of Best Global Operator at the World Communication Awards. Learn more at: www.orange-business.com follow Orange Business Services on
  • 10. thank you a slideshare by Orange Business Services