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Voxeo Announces Mobile Customer Service Strategy Research Results From International Customer Management Institute (ICMI) Survey
ORLANDO, FL, Jan 30, 2013 (MARKETWIRE via COMTEX) --
Voxeo, the leading provider of Unlocked Communications(TM), 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.
About Voxeo
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.
Contact Information:
Bridgette King
For Voxeo Public Relations
954.937.9616
Email Contact
SOURCE: Voxeo
http://www2.marketwire.com/mw/emailprcntct id=4111F9B3C5C3681E
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