ORLANDO, FL--(Marketwire - Jan 30, 2013) - Voxeo, the leading provider of Unlocked Communications™, has announced the availability of the International Customer Management Institute's (ICMI) 2013 research report, A Mobile Customer Service Strategy: The Contact Center, the Agent, and the Challenges of Implementation, which was underwritten by Voxeo.
The study results were collected from a late 2012 online survey of 422 customer service professionals throughout the world and from various industries and levels of the contact center. Results confirmed that as the number of mobile consumers continues to rise, so too does the need for a well-developed mobile strategy. Those contact centers that get involved early in the planning and support of the mobile customer service strategy will have the best opportunity to enhance the customer experience.
Key findings include:
- Over 43% of respondents say their company knows mobile customer service is a priority
- 68% say it would improve their user experience
- Almost 62% think it's a competitive differentiator
"We know that smartphone usage among mobile consumers is on the rise, and it's critical that contact center leaders have a strategy to integrate mobile support into their customer touch points," said ICMI's Editor-at-Large, Sarah Stealey. "This report offers contact center leaders the key data needed to get buy in and executive-level sponsorship in order to create and implement a successful mobile customer service strategy."
Voxeo's Director of Mobile Strategy, Tobias Goebel, presented a webinar on the research results along with Stealey. "It's become quite clear to the contact center industry that there is an increasing need to support the mobile customer, but many companies aren't sure where or how to start," Goebel said. "With only 25% of companies currently having a mobile strategy for 2013, that leaves a lot of opportunity to create a strong competitive advantage for those willing to quickly create and adopt a plan of action. Having a mobile customer service strategy can make the benefits outweigh any challenges."
Voxeo and ICMI are offering a free whitepaper featuring a portion of the survey results. It offers best practices and outlines the five key benefits that contact center leaders can expect to gain by putting the time and attention into building a mobile customer service strategy. The white paper, titled "Don't Be Left Behind: Build a Customer Service Strategy for 2013 and Beyond" as well as an additional exclusive Voxeo white paper titled "Unified Self-Service: Delivering on the Value of Multi-Channel Customer Interactions," is available at www.voxeo.com/icmi-mobile.
The complete report is available for purchase at www.icmi.com/mobilereport. In addition, ICMI presents commentary through a webinar and podcast.
Voxeo unlocks communications. We loathe the locks that make voice, SMS, Twitter, web chat, mobile web, unified communications and self-service applications difficult to create, manage, analyze, optimize and afford. Every day we work to unlock the neglected value of these communications solutions with open standards, disruptive innovation and a passion for problem solving -- fueled by a company-wide obsession with customer success. We do so for more than 250,000 developers, 45,000 companies and half of the Fortune 100 from our headquarters in Orlando, Beijing, Cologne, and London. Visit us or join our conversations on the web at www.voxeo.com, blogs.voxeo.com or twitter.com/voxeo.