Three Vendors Introduce Innovate Support for Direct Link to Customer Support from Mobile App
Over the past few years we have seen exponential growth in the use of mobile apps for customer transactions, yet the inability to get immediate assisted support has been a major limitation. Three vendors have announced direct customer support for mobile apps in an effort to fix the broken link that occurs when customers are unable to connect to live support within their app.
Genesys Telecommunications Laboratories, Interactive Intelligence and NICE Systems have introduced innovative solutions that deliver contextual mobile user information directly to the customer service representative (CSR) and enable customers to seek assistance directly from the application. These recent announcements are a welcome addition to help companies deliver a quality customer experience.
While each vendor’s solution varies in functionality, the significant news for the millions of customers using mobile apps is that they can receive immediate support that captures their recent mobile activities and sends relevant information to the appropriate agent for support. These three vendors’ products each offer a compelling solution that allows market-leading companies to differentiate their mobile app capabilities.