According to the Forrester Research Group, almost two billion people worldwide owned a smartphone in 2014. That number is expected to more than double by 2019.
In other words, mobile technology will become ever easier and more convenient to use. Businesses have had to move quickly to keep pace, making sure their websites are mobile-friendly, so they don’t lose out on the many customers who prefer to connect through a smartphone.
Furthermore, according to call center reviews company GetApp, more than 75% of people surveyed check work data on their phones every day. Mobile technology just makes things easier, and that goes for call centers as well.
It only stands to reason that your call center software should also be mobile-friendly. Phone technology has changed, and call centers either need to change with it or become completely irrelevant.
While there are many more to consider, here are five important reasons why your call center should be more mobile friendly.
1. It’s Where the Customers Are
Nearly half of all consumers do their shopping via mobile device at least part of the time, and that number is sure to grow. In fact, the number of consumers who report purchasing something via mobile device has grown by 50% since 2013.
As more and more people buy and use smartphones, they’ll want to use them to browse the store, make purchases, and yes, talk to customer service. A site that doesn’t allow for contact via mobile device is going to lose out on a lot of business in the months to come.
- Be available for your clients. This doesn’t have to mean staying open all hours or answering your home phone on Sunday afternoons – it might simply mean keeping regular hours and being available during those hours;
- Respond to enquiries quickly – whether it’s answering the phone, replying to an email, or attending a customer at the store counter, customers don’t like to be left waiting. If you can’t attend to them immediately, let them know – via your phone message, a brief email, or verbally. For those business who have trouble answering every phone call, then they should consider getting help from these business phone systems.
2. It Puts the Customer First
If the mobile internet is where all the customers are, apps are the vehicle that gets them to the places they want to visit. Does your call center have an app that customers can use for contact? Unless your website is extremely mobile friendly, your customers will likely have to resort to the old-fashioned voice phone call.
A good user-friendly app changes everything, allowing for more than the traditional mode of contact. In fact, as you’ll see below, it can open up whole new ways to communicate and create a call center that can offer something for everyone, no matter what their preferred ode to get in touch, don’t forget to contact a Mobile App Agency and get all the details.
3. Social Media Is King
The combination of social media and mobile devices has created an explosion in new forms of communication, and it’s time for call centers to take advantage of it. In fact, many users of social media prefer using a social channel to contact customer service to the traditional phone call.
You’ll have to have someone who knows their way around social media to answer the questions that will inevitably be posted — and, of course, you’ll have to establish the accounts that get you a place on the social sites to begin with.
4. It’s a Virtual Storefront
Just about everyone has had the experience of going into a store and being approached by friendly staff offering to help find something or answer questions. That’s the kind of service mobile technology offers.
Call center staff are no longer just there to solve problems when things are broken or to make sales — they can be fully-fledged representatives of the store, offering chat sessions to everyone who visits the site. Just as if they were in a brick-and-mortar store, your call center representatives can show a customer around, answer questions, and even make sales, no matter where in the world either participant may be.
5. Your Call Center Can Also Be Virtual
People like to work from home, and mobile technology can give call center workers that opportunity. A call center doesn’t have to be tied to a room full of phones anymore. With the right apps, your call center is wherever your agents happen to be, all tied together by a call center app. All your reps need is a smartphone or tablet of their own, and they can connect to customers via voice, chat, or even face-to-face, if you choose to offer that experience. Tell your reps to visit Cell Phone Repair Bridgewater Mall if they need a phone repair service.
Not only does this give your staff amazing flexibility, but it also gives you a greater opportunity to offer live service 24 hours a day. You won’t be locked into hiring agents from only your immediate area — anyone with a mobile device or computer and the right attitude may apply.
A call center exists to serve the customers — and more often than not, these customers have smartphones and they want to use them. The best part of incorporating mobile technology is how much easier it is to keep in touch with the people that keep your business going — not only your customers, but your employees as well. Not to mention how VоIP рhоnе ѕуѕtеmѕ аrе bесоmіng increasingly іmроrtаnt fоr buѕіnеѕѕеѕ. According tо mаrkеt rеѕеаrсh, the ѕіzе оf thе VоIP market wіll bе $136.76 billion bу 2020. This grоwth hаѕ largely bееn driven by businesses’ dеѕіrе tо оffеr bеttеr ѕеrvісе tо their сuѕtоmеrѕ and bеttеr wоrkіng соndіtіоnѕ for thеіr еmрlоуееѕ.
Whеn уоu uѕе a hosted pbx ѕуѕtеm, іt іѕ easy to track hоw mаnу саllѕ you rесеіvе at vаrіоuѕ tіmеѕ of dау and hоw lоng сuѕtоmеrѕ ѕреnd оn hold. Thіѕ information саn hеlр you to plan how best to rеѕроnd tо your customers’ demands. You саn also trасk hоw lоng a typical саll lasts, which саn bе uѕеful іnfоrmаtіоn for іdеntіfуіng еmрlоуее trаіnіng nееdѕ.
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