Adopt a mobile customer self service strategy as part of your digital transformation, digital marketing, cloud software & web development.

Increase revenue in your business, automate your process, reduce customer cost, mitigate risk, secure your data, engage your clients...

In the age of digital transformation, organizations need to become more customer-centric with a focus on customer satisfaction and employee retention while maximizing the customer's lifetime value. Customers expect an anytime, anywhere experience when interacting and conducting business. Moving to a mobile 1st interaction model drives the need to provide greater functionality in mobile customer service applications previously delivered via traditional web applications or call center-based customer service functions.

One way organizations are becoming more customer-centric is by providing a feature-rich Mobile Customer Self Service (MCSS) application platform. MCSS can be a consolidated interface to crucial customer service and commerce interactions with your business. The best MCSS apps can provide a variety of functions that serve as part of a digital interaction continuum – account status, billing status, order history, repeat service requests, customer service access, etc. This MCSS app will complement the web, contact center voice, social media, chat, text, email, and direct sales interactions. Critical benefits for utilizing an MCSS strategy and app include:

• Reduce churn
• Reduce Operational Costs
• Reduce calls to expensive employee-manned call centers
• Solve customer order and billing issues via digital interactions
• Automate frequent customer service issue resolution

So, how does one go about starting down an MCSS journey?

I. Define Your Goals

Defining initial business goals upfront not only provides the framework for organizations to measure success but also design solutions that solve line of business problems. 

II. Where to Begin

The overall digital experience for your customers is critical. A comprehensive digital transformation strategy is also essential, but most organizations will have Mobile Customer Self Service as a crucial component of that overall strategy. An organization can create business value from an MCSS app aligned with defined, measurable success factors. We’ve seen success with a six-step process to kick off MCSS implementations. 

• Rapid Envisioning
• Goals
• Mapping Key Steps in Customer Journey to MCSS features
• Visualize a Next Gen Mobile user experience that leverages the unique capabilities of mobile (location, touch, push notification, security, camera, etc.)
• App Deployment/Execution

LEARN: A basic understanding of existing customer analytics within the organization is an excellent place to start. Conduct stakeholder interviews and working sessions with business units to understand the use cases that must be solved. Capture the business objectives and vision and document.

ASSESS: Identify the available data sources and existing infrastructure and assess end-user support requirements and application testing.

DESIGN: Create a data hub to ingest the appropriate datasets and design visualization templates and classification models (for unstructured data).

DEVELOP: Develop the data integration hub for Omni-channel analytics and develop the industry models and visualization.

REFINE: Run and refine the classification models with real-world data, assess the classification quality to ensure data integrity, and improve the visualization to meet user needs.

DELIVER: Deliver dashboard analytics as a service, assess the results, and provide analysis recommendations to the line of business to produce a successful outcome.

III. The Bottom Line

Omni-channel analytics is a proven technique for a modern digital organization to become more customer-centric and better understand their customer’s journey. Whether contact center voice data, social media, chat, text, email, CRM, or sales data, Omnichannel analytics helps organizations reduce operating costs, increase revenues, and mitigate risk.

Suppose you want to see these Omni-channel analytics techniques in action.  It is time to contact your technology provider.