Abstract – Mobile devices are becoming the largest engagement channel for customers, and most businesses are woefully underprepared. With unprecedented growth in mobile device adoption, customers expect to reach an organization anytime and from anywhere. The new mobile self-service channel offers organizations an unprecedented opportunity to provide an improved self-service experience, reduce inbound call volume, and capture one of the largest growing demographics: Mobile Customers
– Table of Contents –
Why Mobile? ……………………………………………………………………………………………………………… 3
Growth in Smartphones and Mobile Devices ………………………………………………………………………. 4
Mobile Usage Trends ……………………………………………………………………………………………………. 5
Mobile App Development Trends ……………………………………………………………………………………… 7
Cloud Based Content and Personal Data …………………………………………………………………………… 8
Growth in Self-Service and Social Media……………………………………………………………………………. 8
Cost of a Voice Call ……………………………………………………………………………………………………… 8
Self-Service Continues to Mature …………………………………………………………………………………….. 9
Is Self-Service Sacrificing the Consistent Customer Service Experience? ………………………………….. 10
The Myth of the Customer Service Department ……………………………………………………………………. 11
The Service Context ……………………………………………………………………………………………………… 12
Self-Service Becomes Mobile ………………………………………………………………………………………….. 13
Mobile Self-Service in Action …………………………………………………………………………………………… 15
Challenges with Mobile Self-Service Adoption ……………………………………………………………………… 17
Technology Choice: HTML5, Native or Hybrid ………………………………………………………………………. 18
App Dev Tools ……………………………………………………………………………………………………………… 18
Application Publishing ……………………………………………………………………………………………………. 19
Conclusion – What You Must Do Now ………………………………………………………………………………… 20