Is this the Year of the Customer Service App? - Customer Inter@ction Solutions

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»Free Premium Content Customer Inter@ction Solutions: 5/16/2012 eNewsletter

Featured Articles » Apple Makes Strong Showing in American Customer Satisfaction Index Debut » Four Biggest Mobile Service Providers are Tied for Customer Satisfaction, ACSI Study Suggests » Facebook-Freshdesk Integration Sharpens Facebook's Customer Service Management Features » PawnUp.com Increases Its Customer Service Team   Sponsored By: inContact "Want to make your customer's dreams come true? Let inContact help you create that reality. Access our "simplify" library here: .   Top Stories » LivePerson Receives 2012 CRM Excellence Award from CIS Magazine » Dialer Software: More Home Builders Standardize on Lasso CRM » USAN IVR: Serve the Customer, Not the Channel » Social Customer Service for a Social World   From The Expert Corner May 15, 2012 Is this the Year of the Customer Service App? By Tracey E. Schelmetic , TMCnet Contributor Will 2012 be the “year of the customer service” app? Some industry analysts think so, while many dismiss the concept of the customer service app as just another fad...something similar to the “heal your acne” app or the largely-useless diet app. Mobile apps are growing like mold today to meet the skyrocketing sales in smartphones and tablets, and mobile app producers are raking in the cash. It's therefore a little too tough to tell when an app is the real deal – something useful – or a trendy flash-in-the-pan designed to get $1.99 out of a few million people. But the truth is, as more and more people do their personal business – banking, bill paying, security notification, investing, appointment-setting and other tasks – over mobile devices, the way in which companies offer support service to customers is also having to change. This has led many analysts to conclude that mobile devices will take us to a place far beyond simply making a phone call or using a mobile Web browser when it comes to customer support media. Forrester (News - Alert) analyst, Kate Leggett, told MyCustomer.com that 2012 is the year customer service apps will become a must-have. A growing number of customers will use mobile devices to register products, locate stores, create support tickets, and receive value-added services and incentive offers from customer service organizations, said Leggett, and customers will also begin to demand multiple service capabilities from their devices, such as reading a FAQ sent by a customer service agent, while still on the phone with the agent... Read More   Featured Video Quest Software details how Foglight Helps Customers at Interop 2012   TMCnet Free Premium Content » CRM: The Essential Guide » The Sales VP's Guide to Delivering Results with CRM » CRM Vendor Pricing: Fees, Subscriptions & Hidden Costs    Latest Blogs » Churn Predicted by Social Influence   Featured Channels » Call Center Training » Cloud CRM » Customer Engagement   Webinars Download One of Our Webinars Today to learn about new opportunities to enhance your business. http://www.tmcnet.com/webinar/   Become a TMCnet Columnist! Become a TMCnet columnist! Want to contribute your expertise to a growing audience of technology professionals? Become a writer, blogger or columnist for the TMCnet Web site and this newsletter. Contact TMCnet Group Editorial Director, Erik Linask, at elinask@tmcnet.com for details.

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