What to expect from the mobile shift

What to expect from the mobile shift

OABPO Blog Team Published on September 5, 2014

mobile-phone-social-networks
There’s no denying that most industries nowadays are undergoing a shift that’s faster than the revolution the business landscape went through when it replaced and integrated traditional processes with digital ones. Today, going online is no longer the benchmark businesses have to meet in order to provide a complete and convenient customer experience. Similarly, the definition of tech-savvy digital marketing strategy is no longer limited to having web-based tools carry out requests of your modern consumers.

What people demand nowadays is omnipresence from the brands they support. And this is mainly achieved by making customer service and e-commerce services available via mobile. The usual services that you originally give via the Internet now need to be accessible on smartphones and tablets too. Email and live chat would no longer suffice, as more and more users demand to get assistance from social media, customer relations apps, and even SMS.

What customers expect from you

customers-you-expect-on-mobile-shift

A Forrester research claimed that people who look for and contact companies using their smartphones expect businesses they will be dealing with to be mobile-ready. For 62% of customers, this means having a mobile-friendly website, while 42% expect you to have a mobile app, and 23% want your services and transactions to be location-specific.

To be able to keep up, most companies build apps that people can use to get answers on their own or reach you without having to go through cues and complicated phone menus. Truly innovative ones, on the other hand, design complete mobile engagement plans. In order to do this, the same Forrester research shared the following steps that you need to take:

• Identify the mobile moments and context
• Design the mobile engagement
• Engineer your processes, platforms, and people for mobile
• Analyze results to monitor and optimize

What changes you can expect

businessman-mobile-mind-shift

For one, there would be an influx of customer service, marketing, and e-commerce apps in the coming years. In Apple’s US App Store alone, 958,000 apps are available for download last year. In 2020, that number is expected to reach 10 million because of the mobile shift.
Mobile device adoption will also grow: from 154 million tablet owners in 2012, there will be 651 million of them in 2017. Smartphone users will likewise balloon from 1.2 billion two years ago, to 2.5 billion three years from now.

The shift will not only be felt among the smartphone-toting market; every industry, market, and economy will experience this. Forrester said in The Mobile Mind Shift, its recently published book, that in 2007, “firms will spend $189 billion to engineer platforms and processes for mobile engagement. They’ll drive $1.3 trillion of the IT economy with systems of engagement.”

Given that the shift is massively happening right now, businesses should ready themselves by pulsing their market and its needs. In fact, you should have made the transition years ago when mobile is only budding. If you are yet to embrace mobile, it’s time to make the shift now.

Leave a Reply

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO3 hours ago
Personalized solutions empower brands to provide high-quality support to their customers and their growing needs.
With the help of a capable #CallCenter, you can be sure these areas are being covered: https://buff.ly/3sCjnTS

----------
Build your hyper-customizable #CustomerSupport, #BackOffice, or knowledge-based support program with Open Access BPO: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport
Open Access BPO
Open Access BPO8 hours ago
With multilingual support comes multiple business growth opportunities. The best way to get aboard the globalization train is to partner with a multilingual #CallCenter: https://buff.ly/3Mmfkms

----------
Open Access BPO's services support over 30 languages. Contact us today: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#MultilingualCallCenter
Open Access BPO
Open Access BPO2 days ago
It’s Data Privacy Awareness Month at Open Access BPO!
For our first Weekend Link Roundup, we’re featuring posts about #DataSecurity and #InformationSecurity best practices: https://buff.ly/3weIWMU

Is Data Safe From Security-Related Outsourcing Issues?
https://buff.ly/38tH5uD

Best Practices to Boost Data Security in Call Centers
https://buff.ly/3sAEsya

Educating Your Customers About Information Security
https://buff.ly/3sAEsya

The Worst Threat to Business Data Security: Employees
https://buff.ly/38lgjF3

Deflecting Insider Threats to Data Security
https://buff.ly/3yC5mt5

How Open Access BPO Future-Proofs Your Offshore Operations
https://buff.ly/3wmGuEx

----------
Learn more about smart, secure, and scalable #outsourcing over at OpenAccessBPO.com

#WeSpeakYourLanguage
#DataPrivacy
Open Access BPO
Open Access BPO3 days ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.

Here's how you can develop a branded customer service strategy: https://buff.ly/3L7FrMz

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO
Open Access BPO3 days ago
As more brands grow their digital products and services over digital platforms, it’s critical to educate customers about cyberattacks and information security.
Here’s what you need to keep in mind when doing so: https://buff.ly/3M5rKz7

----------
Partner with an #outsourcing vendor with robust #DataSecurity strategies: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#InfoSec #CyberSecurity #PrivacyAwareness
Open Access BPO
Open Access BPO4 days ago
Customer reviews can either create buzz around your brand or kill everyone else's interest in your products.
So, what do you do if you receive a negative review? Turn them into business and #CustomerSupport opportunities: https://buff.ly/3kZd0WG

----------
Let our #CustomerExperience solutions help build you a solid brand reputation: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#ReputationManagement
Open Access BPO