17
Aug
2016

Boost customer service through mCommerce

To improve customer service, retain new customers and engage existing ones, a business must embrace the mobile trend. These days, shoppers no longer use a single device or platform for purchasing decisions. As a matter of fact, mCommerce is one of the biggest drivers behind eCommerce sales.

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Without doubt, mobile is increasingly becoming a key focus for businesses all over the world. Any business, whether big or small could improve its customers service by integrating mobile commerce. The mCommerce era isn’t just around the corner, it’s here. In an effort to keep pace, businesses and organizations are scrambling to get new mobile capabilities in place. Those who do not take steps to meet the mobile expectations of the clientele will lost out to competitors who are ahead of the curve.

To improve customer service, retain new customers and engage existing ones, a business should keep up with the mobile trend. These days, shoppers no longer use a single device or platform for purchasing decisions. As a matter of fact, mCommerce is one of the biggest drivers behind eCommerce retail sales. Organizations looking to grow their share of mCommerce market must devise a strategy for mobile that takes into consideration the unique challenges which mobile represents and at the same time acknowledging high consumer expectations for a seamless online shopping experience.

Five steps to help boost customer service through mCommerce:

1. Make a commitment
Prioritize customer experience. Considering the significant budget and time most online businesses spend drawing visitors, it makes sense to dedicate ample resources to ensure the visitors convert at the end of the funnel.

2. Develop a mobile strategy based on some insights
By having an insight of the client expectations, a business could effectively plan a mobile strategy that works for the clientele. This means deciding on the right platforms for right functionality.

3. Understand customer behavior in a multi-channel world
It is not a good idea for an organization to think that customers would differentiate between different channels. Any company that takes mobile seriously should understand how clients use specific devices in isolation and how they are used as part of a wider customer journey. Only by visibility of each and every platform and a wider look across channels, devices and sessions would a business get a full 360-degree customer view.

4. Identify and eliminate customer struggles proactively
To deliver a positive customer experience, a business should proactively identify why customers struggle on mobile devices and what keeps them from converting. Only with visibility to the customer struggles on mobile devices can business take the necessary steps of eliminating them and minimizing the impact they have on the bottom line.

5. Link channels
A Harris survey shows that almost in in four frustrated mobile customers contacted customer service if they have a problem doing a mobile transaction. However, most centers are not prepared to help and do not have the visibility towards individual customer sessions. Providing customer agents insight to a mobile customer experience can significantly boost customer satisfaction, retention as well as order values.

Mobile is here and it is here to stay. For a business to stay ahead of the competition and to deliver customer satisfaction, it is paramount to continuously look for ways to improve its customer service through mobile commerce.

It is without doubt that mobile is becoming more and more a key focus for businesses worldwide. Any business looking to boost its customer service should integrate mobile commerce. To enhance customer service, engage current ones and retain new customers, a customer must keep up with the mobile commerce trend. Nowadays, mCommerce is one of the biggest drivers behind eCommerce retail sales.

Author

This blog is written by Mobile App Development team at TatvaSoft. We expertise in developing Native, Hybrid and Enterprise applications across the mobile platform like, Android, iOS, Windows and Node.JS.