Preparing For The Connected Customer

Mobile technology has become a part of the everyday lives of most customers, which has created a massive shift in customer expectations when it comes to service. This new class of “connected customers” now measures the success of their interactions with service organizations against the experiences they have had with other types of services such as FedEx, Amazon, and Uber.

Jeanine Sterling, Industry Director, Mobile and Wireless Communications at Frost & Sullivan, and Deb Geiger, VP Global Marketing at Astea International, discussed the challenges of meeting the needs of these mobile-enabled consumers in a recent webinar, “Is Your Service Organization Ready for the Connected Customer?”

“It’s no secret that the level of digital connections is exploding, and for customers the pervasiveness of connectivity is accelerating and heightening expectations of service quality,” Sterling said.

Customers want more information from service organizations, along with faster and better service. “They also expect you to know their individual histories and preferences,” Sterling says. “They want you to collect their personal information to make service calls more responsive.”