Timothy |Tim| P.
Tim Peters - President, Board of Directors at Canadian Hero Fund - Head of Digital Strategy at IntelliResponse |LION|
How do people think call centers will fit in to the mobile revolution (specifically m-commerce, and m-commerce customer service)?
Good Answers (3)
Robert C.
Wireless Network Engineering Consulting and Sales at eTribeca
Best Answers in: Mobile Marketing (1), Sales Techniques (1)
A hint of what could become more commonplace in the USA is provided with examples of what is done by "mobile marketers" using the wireless infrastructure in Japan. There are significant differences in that there is one dominant wireless carrier (NTT) in Japan and their mobile infrastructure is densely deployed providing uniform 3G and even 4G coverage.
Using location awareness a mobile customer/prospect is offered an on the spot discount for a clothing store one block away or is sent a multimedia SMS message with a discount barcode image that can be scanned at a nearby store directly from their phone. This interaction could be initiated or managed from a call center like environment with many more automated channels connected directly to the mobile infrastructure.
Barriers to widespread use of these techniques in the US market begin with the fact we have multiple GSM and CDMA based carriers. There is an inconsistent rollout of 3G capable networks. And finally it would be Difficult to partner with multiple SMS service providers and wireless carriers - they all seek differentiation and exclusivity.
but some day....:-)
Mohan S.
Product Manager at Getloaded
Best Answers in: Events Marketing (1), Guerrilla Marketing (1), Small Business (1)
Pretty big IF you are looking for a lead generation solution that can provide immediate customer service Q&A. Example: a bank could offer a special rate on home loans with a text number for details thru conventional media marketing. The text message could include a click to call reply that dials the call center if the consumer wants immediate help. Could see many financial services type marketing applications.
My company, Media General, is currently providing these services to banks and credit unions in the US.
Links:
Barbara B.
Multi-channel product and user experience leader
Best Answers in: Wireless (14), Web Development (6), Software Development (5), Interface Design (2), Blogging (2), Graphic Design (1), Mobile Marketing (1), Product Design (1)
I think that sticking to the same processes as for other customer service stuff will cost you money!
With the increasing penetration of SMS amongst your customers (it'll be sky-high amongst m-commerce customers), use both that channel and mobile web.
Example 1: customer visits support page on phone, requests a voice call. Page gives estimated wait time before her phone will ring. You now have her phone number, device type, operator, and account information with no work on the rep's part. Less time on the phone, increased customer satisfaction.
Example 2: Customer calls for support. IVR gives an option to not use your minutes & battery on hold, but schedule a call-back for either soonest (don't lose spot in queue) or a specific time. Reduces your system load.
Example 3: provide a text address for support, similar to email. Provide support this way. Reduces rep load.
Example 4: send text to customer with link. Customer follows link, your system now captures all the details on her device. You can now debug better. Or sell her relevant content.
More Answers (5)
How does m-commerce differ from e-commerce .if i see it right the customer end delivery channel is the only difference.Business processes remain same and enabler cud be mobile or web .I think call centers will serve similar areas as in ecommerce ...such as troubleshoot, grievances handling,customer support etc etc ...
Technology notwithstanding, I see no difference in the deliverable. I've designed, staffed, and managed call centers in B2B and B2C environments. Interpersonal skills trump technical expertise in my hiring practice. I've known brilliant technicians that should never get within shouting distance of a customer.
The call center establishes the relationship with your client. Understand the influence it can have in determining that client's perception of your business in general, and your company in particular. Successful call centers create a fertile environment for future sales. I would expect that axiom to hold true across all markets.
Call centers will remain a valuable tool supporting customers in a variety of ways. Most important, all customer contacts need to represent the corporation with the same level of integrity and stay "on message"
BRYAN S.
Call Center / Unified Communications | Helping Canadian companies reduce costs and increase sales in their call centers
Call centers need to be aligned with business objectives. If the objective is sales focused then the call center needs to serve high value opportunities when and where they arise regardless of channel (web, phone, mobile). Leaving customers "stuck" in self-service on the mobile channel when they would prefer to escalate to a call center for live assistance is a recipe for poor customer satisfaction and disappointing sales performance.
Contact centers (basically multi-media call centers) are the main point of contact with any business unless you are walking through the door. There are multiple methods of contact (voice, email, chat, sms, web-call back, fax (yes, some people still fax) and queued voicemails.
Each has different characteristics when it comes to convenience, cost and stickiness of the transaction, but they are all methods of efficiently connecting customers with someone who can solve their problem, answer their question or sell them something.
Contact centers will continue to be the primary communication for ANY business, the method of contact will change, but there still needs to be an avenue for two-way communication to answer questions, resolve disputes etc...
They are not going away any time soon.
