Smart phones and tablet pcs with email, messaging and chat have changed the world – most people however still use the phone for service requests. The preference still is talking rather than typing. Nevertheless: The communication habits of people are changing.
The interaction with the customer will increase its focus on connecting with the mobile app world. The constant quality, price and competitive pressure is forcing service centers evermore to automate and optimize their processes.
Smart phones (telephones) in combination with apps will take a key role at customer communication in the future as it is the only channel guaranteeing a direct and personal contact between the company and its customers – no matter where the customers are.