Mobile Customer Service

Mobile customer service solution that is as smart as consumer devices 

Smartphones and tablets are rapidly becoming popular amongst customers, not just for communication with friends and family but for interacting with service providers.  Enterprises, on the other hand, are eager to leverage this new technology and engage their customers with self-service on-the-go, including via mobile apps. However, as much as those apps are great self-service alternatives, they fall short when customer intent cannot be fulfilled by self-service. At best, the app will dial the IVR’s toll-free number, but the customer will have to start from scratch by navigating through the IVR menus and describing to the agent from the beginning the intent and actions preceding the call.

 
NICE Mobile Engage, NICE’s Mobile Customer Service solution enables enterprises to create a winning customer experience via mobile devices that is comprehensive and continuous across channels.  This “hybrid service” bridges their mobile self-service offering on smart devices with the contact centers in a seamless, automatic and personalized manner.
 

NICE Mobile Engage complements enterprises’ mobile self-service offerings to create a new kind of customer experience. It bridges between consumer mobile smart devices and live agents. The solution identifies when consumers need assistance; recommends next-best-channel for completing their transactions; seamlessly and effectively transitions the interaction to other channels when necessary, and transfers the interaction context to the agent’s desktop; and facilitates multimedia communication between customers and agents during the interaction.

 

NICE Mobile Engage allows your enterprise to offer a smart customer experience to its mobile consumers via:

  • Influencing consumer interaction channel selection by recommending, in real time, the best channel to address their specific needs. The recommendation is based on continuously analyzing a multitude of data sources, which can include the customer’s intent and history, interaction context, contact center status, agent availability, and enterprise goals
  • Seamlessly connecting customers with the right agent when needed, bypassing the IVR, and transferring the customer’s intent and interaction context from the mobile app to the agent desktop
  • Enabling bi-directional multimodal collaboration, such as textual chat, picture sharing, and file exchange, between the customer and agent during the call

NICE Mobile Engage provides various business benefits to your enterprise.  Within the context of customer experience, those benefits include:

  • Boost in customer satisfaction and loyalty by providing a unique personalized customer experience via the mobile channel that ensures quick and relevant resolution, as well as through creating customer-side first contact resolution (FCR)
  • Reduction in abandonment of important transactions in mobile apps by offering customers, who are unable to, hesitant, or unsure how to complete their service/purchase transaction, an option to continue with an agent
  • Increase in mobile usage as customers realize that starting with mobile self-service has the highest chance of resolution, even if an agent is required to complete
  • Competitive advantage by offering a unique and advanced service that can maximize the customer experience

 

While improving the customer experience, NICE Mobile Engage also provides these additional benefits:

  • Reduced service costs by reducing average handle time (AHT), diverting some potential calls to other channels, and increasing first contact resolution (FCR)
  • Higher revenue by increasing the “hot” leads transferred to agents, as well as improving conversion rate via adding new dimensions to the interaction, including providing the agent with all context at the start of the call and enabling multimedia collaborative interactions

NICE Mobile Engage enables a distinctive customer experience by leveraging the following key capabilities:

  • Real-Time Intent Detection through continuous analysis
  • Proactive Triggering, based on intelligent real-time decisioning
  • Personalized Channel Recommendation
  • IVR Bypass, connecting customers directly with the right agents
  • Context Transfer from the customer’s device to the agent’s desktop
  • In-call Multimodal Collaboration, such as textual chat, picture sharing and file exchange
  • Feedback Collection as a natural step of the mobile service flow