Rise of Advanced Mobile Self Service Solutions
Customer service interactions have undergone layers of changes and development over the past decade. The
present day customer is both cyber and mobile savvy and as a result demands better customer service
solutions that are intelligent yet simple. In addition to that, almost 77 percent of the global population is
mobile. One can say in a group of four people, three are signed up with a mobile service provider.
Advent of Mobile Self Service
Internet expansion and technological development have given way to ecommerce, B2B and B2C websites
that have gained prominence over the past few years. As the name suggests the consumers visiting these
sites are purchasing their products online. The majority of the time, consumers today browse and transact
from these sites using their desktop or laptop. Hence, the websites offer simple and intuitive navigation
tools for the consumer to complete his/her journey with ease and free of hassle.
Today the trend of shopping online through mobile devices have gained prominence since the new age
mobile handsets are equipped with innovative features. However, the mobile shopping platform is radically
different from shopping online using a desktop and laptop and needs specialized solutions so that consumers
can successfully complete their transaction process. Since most consumers today prefer to shop online from
their mobile at their own ease and comfort, it is essential to have an advanced mobile self-service solution
that makes the buying process transparent, easy and well supported.
Innovative Mobile Service Solutions
Leading market players in customer experience solutions today to facilitate the process of mobile self service
have come up with high-end power applications for tablet devices and Smart phones that helps to automated
consumer journeys by utilizing a mix of touch and speech modalities. These applications offer an experience
leveraging features like location information, speech commands simultaneously adapting to the restrictions
of small screen sizes.
Furthermore, with the help of innovative statistical models of user engagement and intent, mobile self
service applications successfully anticipates consumer behavior and then analyzes the apt interaction
strategy. By integrating instant interaction information and consumer profiles all through the channels, the
applications understand all the perspectives of the consumers journey. Furthermore, mobile self service
applications incorporate with third party systems and organizational data sources resulting in information-