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Virtually Speaking

Get Ready for Multichannel Customer Service, in 2013 and Beyond!

Posted by Mike Wiseman on Oct 18, 2012 11:59:00 AM


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As technology proliferates through the public – customer expectations only get more and more steep. Today, regardless of how they reached you, customers expect fast, relevant information – and increasingly, they’re going through a mobile device to get it.

Mobile statistics released by CTIA-The Wireless Association illustrate the recent explosion of mobile data usage – and underscore the importance for companies to develop sound customer service strategies for the channel.

From July 2011 to June 2012:

  • Americans used more than 1.1 trillion megabytes of data
  • The number of data-capable devices rose 8% from 278.3 million to 300.4 million
  • The number of active smartphones and wireless-enabled PDAs rose 37% from 95.8 million to 130.8 million
  • Wireless network data traffic rose 104% from 568 megabytes to 1.13 gigabytes

On Wednesday, October 24, 2012 from 11 a.m. to 12 p.m. PST – I will join executives from Ektron, Voxeo, and SAP to discuss the critical need for multichannel customer service strategies – and specifically how conversational technology can improve the user experience and provide a richer, more intuitive way to accomplish tasks.

For more information, and to register for the event, visit: CRM Magazine Presents: Multichannel Customer Service in 2013

Topics: Events, Intelligent Virtual Assistants (IVA), Verint Next IT, User Experience