Role of Call Center Apps in Changing Contact Center Solution Offering

- Mobile apps are redefining how customers interact with a business

- 72% of contact center users would replace traditional channels with apps if they get the same customer service features.

- 84% customers prefer to use a feature-rich mobile app to get their queries resolved than calling their service providers.

- 72% customers carry a positive sentiment towards a company that offers mobile apps.

But when did this shift first surfaced? And does it mean that it is time for businesses to move their contact center service offerings to mobile apps? Let's get you the answers.

The payoff of higher customer retention and loyalty for businesses who have added their contact center services on mobile apps started with the inception of millennial customer base. It all started when the techno savvy, opinionated Generation Y entered the business landscape by becoming the forefront demographics.

These Gen Y users and consumers favored the idea of instantaneous-ness in customer service and the convenience that they draw from multi-tasking while being mobile. The generations before Gen Y preferred a telephonic call with the customer service of businesses, instead of connecting on any other channel and doing multiple work at once.

Soon, even the most traditional of the industries like Healthcare and Education started looking into the ways to expand their business model on mobile. They realized that in order to gain the attention and likability of the new user group they would have to come on the device that their users were hooked to, 24*7 - Smartphones.

Read the full blog at C-Zentrix