There are many opportunities to improve the customer experience via mobile, and this eBook explores three key areas:
Customer service challenges
Retail accounted for 24% of complaints in 2016. Retailers have to make sure customers feel like they have a voice, and more importantly are being listened to when they do hit a snag.
The role of mobile
Most retailers are aware of the growing importance of mobile in a purchasing journey but are unaware on how to fulfill this need. We explore how to transform customers’ mobile user experience.
67% of respondents prefer self-service to speaking to a representative (source). This is a great opportunity to reduce the strain on your agents, and we review the solutions available.