Learn, What Contact Center Mobile Application Offers to Businesses

The active number of mobile phones has crossed the mark of 6000 million in 2022 (reports Statista). Think about how many applications customers must be using in their daily life. Think about how many businesses are solely earning through mobile applications. Mobile has become an integral part of humans encompassing convenience. The application has become the soul of mobile phones.

People swiftly shifted to mobile phones from desktops and helped businesses develop trust. Businesses have realized contact centers and mobile applications have direct relation. That's why,

• Around 72% of contact centers users revealed they may replace traditional channels with mobile apps if get they get similar customers service features.

•  84% of customers favor feature-rich mobile apps to solve their fundamental queries.

• 72% of customers have positive sentiments towards mobile applications.

Businesses witnessed higher customer retention and loyalty for giving contact centers services on mobile. The large customer base is taken over by millennials - the tech-savvy generation Y. Gen Y favor the idea of instantaneousness in customer service, especially through mobile phones.

Now, traditional industries like healthcare and education are searching for ways to expand their business model on mobile. They understood that to gain the attention and likability of fresh users they have to incorporate many advanced features.

There are various reasons that prove call centers need to have mobile applications, altering the customer-centric industry at large. Take a peek inside why mobile-powered call center apps are necessary.

New Day, New Offerings

Mobile devices encompass fast and convenient customer service through various platforms, like web chat, email marketing, text messaging, voice calls, social media, etc. Offers through mobile applications route a way for businesses to reach customers and vice-versa. The small tip is to be relevant and open when communicating with customers.

Video Chat is the New Trend

There has been a surge in the usage of video chat, making it a new customer service channel. Smartphones offer video functionality that increases customer satisfaction and rank as a popular client service option. Now, contact centers are rolling out one-click access to help their customers through video chat.

High Omnichannel Support

Customers always look for services through channels like websites, social media, online messaging platforms, etc. Prospective customers now take important decisions through mobile phones, and there is a 90% chance that a customer will contact through hand-held devices. So, with mobile applications, you are giving your customers a 90% chance to connect and interact with you. 

Business Becomes More Efficient

It’s not always about customers; contact center employees are important too. Mobile applications add efficiency to the working process, allowing employees the benefit to work from anywhere and anytime. Smartphone/mobile devices have global accessibility and give freedom to employees with minimum to no infrastructure cost. Mobile applications of a contact center offer them the perks of working remotely.

You Will Know When to Target Customers

Businesses can take advantage of permission-based accessibility features like GPS, Camera, WiFi, etc. This will give insights about customers, thus giving a better understanding to push messages and notifications for maximum positive impact. Businesses can help their customers in a much better and healthier way.

Mobile apps are definitely shaping the present and future of contact center solutions. Organizations like Sarv has given time to understand the preference of customers and introduced the instant view of the complete contact center dashboard on mobiles. They offer more than a dashboard, take a look into it.

• View recent calls

• Analyze ongoing campaigns

• Schedule calls

• View calling list

• Take part in live calls

• Monitor agents 

• Check live agents

• Select IVR or OBD campaign

• Proactive dialing with pool call

• Keep a directory of callers, etc.

Look at the additional features that are highly in demand currently due to the situation created by Coronavirus.

• Click to Call

• Barging

• Agent CLI

• Personalized Greets

• Sticky Agents

• Customer Profiling

• Queuing

These features will assist your business to be on the top of the game when it comes to customers. These reasons will give you the best understanding of why contact centers need mobile applications. Companies like Sarv offer the feature of instant preview on mobile phones in contact centers. 'Setting up the stone for the future.'