As customers get more comfortable with smart devices, they’ll try to solve more problems using mobile apps. But they should have the option to talk to an agent—and not repeat themselves.
When customers need help, they don’t want to log on to a mobile application and search through a list of frequently asked questions before ultimately having to use another channel to reach a customer-service operator, a step they could have taken in the first place.
Some innovative mobile apps offer customers the chance to schedule a return call at their convenience or list the expected wait time before a call is made. One mobile communications company in Boulder, Colo., Radish Systems LLC, is even helping agents send files or videos directly to customers while on the phone with them. That’s queue management at its best, Schoeller said.