There are over 2 billion smartphones in use right now. And in developed countries, penetration is approaching 100%. Mobile phones have changed consumer behaviour more than any technology in recent memory, perhaps since the invention of the car.
This change has profound implications for the interactions between companies and their customers. According to a recent study, 77% of those ages 18 to 24 use mobile devices at least once per month for customer support.
Many companies are struggling with how to correctly adapt their customer services playbook. Too often, this playbook changes at a pace too slow to keep up with the shift in consumer behaviour we’re seeing today. Getting mobile customer service right is an enormous topic, but let’s take a bird’s eye to break it down into more manageable pieces. Continue reading