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Let’s face it. The number of smartphone users is growing every day. In fact, 81 million smartphones were sold worldwide in 2010, a 96 percent increase from a year earlier. With an ever-increasing number of consumers carrying around always-connected devices that are more powerful than the PCs of a few years ago, what does all this mean for traditional customer service phone lines? To put it bluntly, they will go the way of the rotary phone. Why? More and more customer care interactions will no longer start with a phone call; they will start with an app. Instead of dialing an 800 number, consumers will use applications for billing, customer support, and new services. A new generation of smartphone customer care applications are even equipped with advanced interfaces, where users can touch, type, and talk to find exactly what they need very quickly.
So, what can your company do to take advantage of this revolution? Start thinking about providing your customers with an application for their smartphone where they can find and get service as quickly as possible. If your customer needs to reach a live agent after that, don’t put them into a phone menu system. Get them to the right place and make sure the agent has all the information to continue right where the smartphone left off.
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