Android

Mobile World Congress – four trends that impact customer service

Published on: March 14, 2014
Author: Lloyd Buxton - Business Development

The explosive growth of smartphones and tablets has had an enormous impact on customer service and the customer experience. Mobile devices allow consumers to find information or interact with companies wherever they are. They make it simple to get in touch across multiple channels (from email and social media to voice and text), driving increased contact volumes. Always-on mobile consumers expect ...

Customer service on an internet scale

Published on: October 26, 2012
Author: Epticablog

Solving customer problems and delivering the highest levels of service is seen as central to successful businesses. But a recent musing from DeWitt Clinton of Google raised the question – does service scale when you have billions of users across the globe?Clinton posted this thought:  “If you have a billion users, and a mere 0.1% of them have an issue that requires support on a gi...

Putting the Smart into mobile customer service

Published on: May 31, 2011
Author: Epticablog

While smartphones have been around for several years, their usage is now dramatically increasing, driven by the likes of Apple and Google’s Android operating system. Recent figures from analysts Canalys found that 101 million smartphones were shipped in Q1 2011, up 83% from previous figures.So what does this mean for customer service strategy? With more and more customers using smartphones t...