Over the past decade there has been lot of changes in the customer service interaction
. Nowadays customers are mobile and technology savvy due to which they demand the better customer service solutions so that they can use with ease. According to the latest reports approximately 77% of the population is mobile and in a group of 5 people 4 are signed up with a mobile service provider. Even there is lot of internet expansion due to which eCommerce, B2B and B2C websites have gained enormous popularity. Consumers also use these ecommerce websites for shopping through their desktop or laptop. Thats why the websites offer user friendly interface and navigation tools to complete his/her journey without any trouble.
But know majority of the consumers are using their mobile devices for shopping purpose. Daily new mobile devices are launched with different features that make the shopping online easy. Shopping online through mobile device and through desktop and laptop is quite different. So in the mobile devices various features are added that makes the transaction process easy and successful. It helps to reduce the support cost of the company as the customer do everything themselves. To make the consumers shopping experience convenient and comfortable it is essential to have an advanced mobile self-service solution.
Mobile self service solution makes the customers do their work themselves without dependent on the mobile service providers. With help of this solution customers can get their answers of questions themselves. Mobile self service solutions are used almost in all the sectors. Talking about the telecom sector, operators have come up with the self service solution like interactive response system and web portals that enhances the customer experience and reduces the support cost. Following steps should be taken by the operators to take advantage of the potential benefits of mobile self-service solutions:
Operators while launching the mobile self service solution should verify that it is compatible with all devices so that users dont have to face any problem if they change the mobile device frequently.
Operators should keep the interface of mobile self service solution simple and easy. The functionality of this interface should be easy so that they can use it frequently.
To make the mobile self service solution popular company should do the effective marketing of the product.
They should also present the guide in front of customers so that they can understand it clearly.