Customer Experience

Self-Service and Mobile Apps: Allies in Enhancing the CX

Marina Netto - 07.30.2020

The digital transformation has jumpstarted the progress of many customer service channels like never before. With social distancing being the new norm in a post-COVID-19 world, customers have become accustomed to using digital channels when it comes to contacting customer support. Channels that are mainly led by younger generations such as Mobile App, Chat with Live Agent, Automated Chat, and Instant Messaging have shown the most growth overall, but as a result of physical distancing--older generations will be pushed to try and use more of these digital channels.

Providing customer satisfaction and exceeding customers’ expectations are always the end goals; however, improve customer experience also means empowering the customer. The digital age has birthed the modern customer: a customer who seeks information, a customer who has and uses tools to gather information, a customer who expects brands and companies to dish out convenience throughout the journey.

The mobile app’s surge in a post-pandemic world also deserves focus. Based on the Teleperformance Customer Experience Lab’s Global CX Survey, the mobile app is projected to grow and become the third most-used channel among customers, especially with all the social distancing measures that remain in place in a post-COVID-19 environment and an increase in usage of online-based and digital companies. According to the Survey, the percentage of consumers using this channel saw consistent growth every year, increasing from 24% in 2016 to 33% in 2019. Given this information, solidifying the performance of your mobile apps is critical to improve customer experience and connecting with your customers.

Tapping into the digital space and utilizing digital channels such as self-service and mobile apps can help companies create an empowering environment for customers while also addressing their needs for convenience and fast solutions. Contact us today to learn more about our digital solutions that can help you enhance the CX!

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