• Request a Demo
  • Why Call-Backs
    • Less Abandonment
    • Improve CX
    • Smooth Out Spikes
    • Reduce Telco Costs
    • Shorten AHT
    • Return on Investment
  • Solutions
    • In-Call Rescue
    • Responsive Widget
    • API
    • On-Premise Appliance
    • Customer Portal
    • SMS Alerts
  • Why Fonolo
    • How it Works
    • Customer Portal
    • Deployment
    • Q&A
  • Resources
    • Documents
    • Videos
    • Webinars
    • Blog
  • Company
    • Customers
    • The Team
    • Advisors
    • Partners
    • News
    • Careers
    • Contact Us
  • Why Call-Backs
    • Less Abandonment
    • Improve CX
    • Smooth Out Spikes
    • Reduce Telco Costs
    • Shorten AHT
    • Return on Investment
  • Solutions
    • In-Call Rescue
    • Responsive Widget
    • API
    • On-Premise Appliance
    • Customer Portal
    • SMS Alerts
  • Why Fonolo
    • How it Works
    • Customer Portal
    • Deployment
    • Q&A
  • Resources
    • Documents
    • Videos
    • Webinars
    • Blog
  • Company
    • Customers
    • The Team
    • Advisors
    • Partners
    • News
    • Careers
    • Contact Us

Fonolo's Customer Service Blog

Your best source for customer service news, views, resources,
and best practices.

Tag Archives: mobile-customer-service

Post navigation

← Older posts

Checking In: JetBlue and Gladly Partnership Improves Customer Service

By Jordan Maxwell on November 28, 2019
Reply

Checking In JetBlue and Gladly Partnership Improves Customer Service FonoloAirline services have been scrambling to improve their customer service strategies and initiatives, making key investments to elevate the overall customer experience. JetBlue is one of the companies that has been actively looking to add value to its customers, using loyalty programs and other means to draw passengers on an international scale. The company recently partnered with Gladly Inc. in an effort to shave time from its customer service call volumes.

By partnering with the technology startup, JetBlue instantly became more customer-facing, and in doing so differentiated itself from other, less than stellar competitors. The airline introduced its software on flights so that the cabin crew would have a bird’s-eye view of information about customers on-board.

And customers are ‘on board’.

 

Continue reading →

WhatsApp and Twitter: You Need to Pay Us to Use Our Platform for Customer Service

By Shai Berger on August 21, 2018
Reply

WhatsApp and Twitter: You Need to Pay Us to Use Our Platform for Customer ServiceLast week, Facebook announced that WhatsApp could now be used as a customer service platform. We now have an interesting race between Apple’s “Apple Business Chat”, Facebook’s own “Messenger for Business”, and Twitter. The goal is to grab a vital piece of the eCommerce landscape: The channel for customer service communication.

What caught my eye is that WhatsApp is asking companies to pay in order to use its platform for customer service. Twitter quietly made this move a few months ago, too. What does it mean? Are these fee structures really there to earn revenue or to incent certain behavior? Will Apple follow suit?

Continue reading →

How Your Mobile App Can Eliminate Customer Service Disasters

By Nicolina Savelli on August 29, 2017
Reply

How Your Mobile App Can Eliminate Customer Service DisastersIn case you’ve been living on an island in Tahiti, with no communication to the outside world, you may not know how important mobile apps have become. In that case, let’s recap. Mobile apps are software applications designed to run on smartphones, tablets and other mobile devices. They dominate the time spent on mobile devices by 74% compared to mobile time spent on the web. Additionally, 75% of US adults will use a smartphone in 2017, while Millennials become more willing to make purchases within apps, (nearly 50% of them are making five or more in-app purchases annually). Today, most consumers are multi-channel users, meaning they channel hop from desktop, mobile, and phone, throughout a transaction; this makes mobile support increasingly important.

A mobile application is essential for a multitude of reasons, namely to support customer service and enhance the experience. Importantly, mobile apps can put out fires that could otherwise cost you big time. Here are 4 ways your mobile app helps to prevent customer service disasters:

Continue reading →

What Will the Customer Experience Look Like in 50 Years?

By Nicolina Savelli on August 17, 2016
2

What Will the Customer Experience Look Like in 50 YearsThe customer experience has transformed significantly over the last century. From 1900 until the 1960s we saw the age of manufacturing, where mass distribution of products eventually ushered in the age of distribution to serve a global economy of buyers. By the 1990s, computer and internet communications graced us with the age of information, where those holding the keys to unlock valuable consumer data rule supreme. Today, we’ve entered a brand new era of customer service: The age of the customer, which calls for technology and industry leaders to catch up to increasing customer demands. Innovations like virtual assistants, chatbots, drones, and self-service portals are beginning to play a huge role in meeting customer expectations. But before we can consider these tools successful, we must acknowledge that there is still plenty of room for improvement.

So, what will the future of the customer experience look like in 50 years? It’s always hard to speculate about these things, so first, let’s take a look at the rate in which the industry has developed, and try making a hypothesis from there. Continue reading →

True Confessions: Are You Guilty of These Customer Service Pitfalls?

By Nicolina Savelli on May 11, 2016
Reply

True Confessions: Are You Guilty of These Customer Service Pitfalls?Each year companies lose an estimated $41 billion due to their poor customer service. On top of this, nearly 80% of contact centers say their current customer service systems won’t meet their future needs. At that rate, those estimated losses are destined to increase drastically unless customer service leaders make a change.

It’s okay, we understand, no one is perfect. But it’s time to shed some light on those common customer service shortcomings (without any judgment, of course). Today, we’re exploring five true confessions of contact center and customer service professionals in hopes of aiding them and others on their quest to improve and eliminate these pitfalls for good. Continue reading →

[Video] 3 Takeaways from Our Google Hangout: Call Center Trends

By Daniela Puzzo on January 28, 2016
Reply

[Video] 3 Takeaways from Our Google Hangout: Call Center TrendsLast week, Fonolo hosted yet another insightful Google Hangout, discussing the top 3 call center trends for 2016. This was our first ever hangout with just the Fonolo team. This fabulous panel shared their comments on where the contact center industry is heading this year. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

Let’s take a quick look at the Fonolo panelist: Mav Mehta, Account Executive, Daniela Puzzo, Director of Marketing, Nicolina Savelli, Communications Manager, and Shai Berger, CEO and Co-Founder.

 

Continue reading →

[Slideshare] Predicting the Future of the Contact Center

By Daniela Puzzo on January 14, 2016
Reply

[Slideshare] Predicting the Future of the Contact CenterDelivering a best-in-class customer experience is a top priority for many contact centers and service organizations. These businesses know that providing an optimal experience is a moving target, one that is always changing and transforming. For this reason, they keep a keen eye on trends that can help shape their strategy.

This year, there are prominent areas of the contact center that managers should focus on – you can find out the Top 9 Call Center Trends here or, better yet, join us as we discuss the top 3 that stand to be the most critical. Continue reading →

Live Discussion: Top 3 Contact Center Trends for 2016

By Daniela Puzzo on January 7, 2016
Reply

Top 3 Contact Center Trends for 2016Now is a great time to reflect upon how your call center has been performing, with an eye on making changes to enhance performance this year. Many trends will dominate the contact center industry, each one having a direct effect on consumer experience and employee productivity.

Not sure where to start and what will have the greatest impact?

According to Forrester, 95% of customers use more than one channel to communicate with companies! With that in mind, we cherry picked three critical trends that service leaders should fully understand this year. Continue reading →

Getting Mobile Customer Service Right

By Shai Berger on September 15, 2015
Reply

Getting Mobile Customer Service RightThere 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 →

Whitepaper: 10 Growing Customer Service Trends for 2015

By Daniela Puzzo on February 26, 2015
4

fonolo_whitepaper_cust_svc_trends_2015_294x378 (resource)It’s essential that your organization understands the 10 key trends currently shaping the state of customer service. Some may be familiar trends that you’ve already embraced, while others may be new. Either way, a keen eye must be kept on this important industry that continues to evolve.

Let’s take a look at 10 growing customer service trends for 2015. Continue reading →

  1. Pages:
  2. 1
  3. 2
  4. »

Featured Content

  • Utilities Tip Sheet Landing Page Image Prepare Your Call Center for Seasonal Call Spikes: Utilities
  • How to Prepare Your Call Center for Spikes in Call Volume - Financial - guide img Ready Your Financial Call Center for Call Spikes

Popular Posts

  • What IKEA Gets Right About Customer Experience What IKEA Gets Right About Customer Experience
  • Industry Voices on Avaya's Next Move via Fonolo RingCentral Gives Avaya the Gift of Focus
  • Miele Canada and the Pursuit of Customer Service Excellence Miele Canada and the Pursuit of Excellence

Categories

  • AI
  • Avaya
  • Awards
  • Brand
  • brand-loyalty
  • Call Backs
  • Call Center
  • Call Center
  • CCaaS
  • CCW
  • Cloud
  • Contact Center
  • CPaaS
  • Crisis Management
  • customer centric
  • Customer Experience
  • Customer Service
  • customer-experience
  • Events
  • Expo
  • Gartner's Magic Quadrant
  • Hangout
  • Healthcare
  • ICMI
  • Mobile
  • News
  • Reports
  • Retail
  • Social Media
  • Technology
  • Utilities

Subscribe to Fonolo!

Fonolo’s leading customer service blog covers the latest news, trends, and best practices in the customer service, customer experience, call center, and contact center industries.
 
  • Solutions
  • In-Call Rescue
  • Responsive Widget
  • API Access
  • On-Premise Appliance
  • Customer Portal
  • SMS Alerts
  • How it Works
  • Why Call-Backs?
  • Less Abandonment
  • Improve CX
  • Smooth Out Spikes
  • Reduce Telco Costs
  • Shorten AHT
  • Return on Investment
  • Resources
  • Documents
  • Videos
  • Webinars
  • Blog
  • Help Docs
  • Platform Status
  • Company
  • The Team
  • Advisors
  • Partners
  • Customers
  • News
  • Careers
  • Contact
Request a Demo

Who are YOU onholdwith?

© Copyright 2019 Fonolo. All rights reserved. Various trademarks held by their respective owners.
Fonolo, 20 Maud St., Suite 501, Toronto, ON, M5V 2M5, Canada - info@fonolo.com
Contact Us | Privacy Policy