Mobile technology new path to customer engagement

If you’re looking to drive loyalty and retain customers, it’s time to take a serious look at the mobile experience. Smartphone and mobile device use bring new opportunities to build your brand and stay connected with customers on any device. 

The mobile experience is likely the next customer experience frontier. Predictions show that mobile web access will surpass PC in web access over the next few years. It’s a trend you can’t ignore.

What are the key areas to consider in your mobile experience strategy? According to Gartner, a great experience should include both emotional and functional elements. The emotional side includes elements such as engaging the customer in the first few seconds, and the functional side includes optimising the experience to ensure a consistent experience across all channels, including mobile, web and your contact centre.
 
That’s where vendor RightNow says it comes in.  Now the mobile experience can become an extension of the customer experience, not an overlooked channel. According to the company with RightNow Mobile you simply leverage the exact same tools you use for web self-service to deliver a great mobile experience. 

Consumer mobile habits are evolving rapidly. Many of your customers likely change mobile devices every year, and mobile use can be very different across customer demographics such as age. You can use RightNow Feedback to regularly survey your customers’ mobile preferences.

RightNow says it will help you make your existing customer experience mobile friendly by ensuring your customers get the service they need anytime, anywhere, from any mobile device.