Harnessing the Power of Customer Moments

While preparing for a presentation I was delivering at ACCE on mobility, cloud and the future of customer care, something hit me…the killer app for mobility might be as simple as harnessing the power of customer moments!

Think about how we use our SmartPhones and Tablets. We expect to pull these powerful computing devices out of our pockets, backpacks, purses and handbags, and do business in the moment, on a moment’s notice, with only a moment to spare. It’s all about the moment.

While I’d like to take credit for the insight, a seed was likely planted while reading the Forrester report Mobile Is The New Face Of Engagement. In the authors’ words,

“Mobile apps empower customers, partners, and employees wherever they are in the context of that moment. People can serve themselves in the moment to accomplish a task like check a status, find an expert, receive an alert, make a purchase, answer a question, share an opinion, or send a message.”

Let’s take a closer look at the check a status example…

You have five minutes to spare before boarding a plane when you grow curious about the status of the trouble ticket you opened earlier in the day.  How can you check up on it?

  • The Old Way: You pull out your laptop, fire it up, login, wait for everything to load, attach your 3G/4G wireless card in the USB port, wait for the card to connect to the data service you subscribe to, open a web browser, enter the URL of the company’s website, click on the portal login button, select customer portal link, enter your customer identification information, click on the link that allows you to check the status of a trouble ticket, select the ticket in question and, finally, view what you want to see. And, you may have had to shut your laptop down before getting the info need…or missed your boarding call to get it. It’s happened to me many times!
  • The New Way: You enter your four digit passcode to unlock your smartphone, click on the company’s app, select the option to view status of an open ticket and view the information needed and escalate to a call back if you need to speak to an agent.

So with the new way, you save yourself many steps, gain several minutes of your life back, and increase the chance that you’ll actually get done what you set out to do.

Let’s face it. The collision of mobility, cloud and other related developments is forever changing service delivery. How can you harness the power of customer moments in a more mobile world? Check out the Interaction Mobilizer video to get the juices flowing and please share your ideas!

Our world is changing and it’s awesome,

Jason Alley

Jason Alley

Jason Alley

Jason Alley is a senior solutions marketing manager for Interactive Intelligence. Since his employment in 2010, Jason has helped Interactive Intelligence develop market requirements and go-to-market strategies for contact center, customer experience, and cloud solutions. Prior to Interactive, he spent ten years consulting with large enterprise contact centers and suppliers for Vanguard Communications, and a company he later founded, SmartContact Consulting. Jason spent the first seven years of his career in sales, marketing, and product management roles working for Aspect, Hipbone, Nortel, and others. Jason received his bachelor’s degree in business economics from UCLA.