Welcoming Mobile Service

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Independent consumer research reveals customer demand for customer service delivered by mobile.
 
In a representative survey in Spain, 100 customers were asked to trial Nuance Mobile Care, which lets customers resolve common customer enquiries directly on their mobile handset rather than having to contact a call centre.
 
Over half of respondents (59%) said that mobile handset self-service would be their preferred channel of self-service, compared with only 34% that would choose to deal with a customer service agent and 1% that favour web service.
 
The study, carried out by Added Value in Spain, found that users of Nuance Mobile Care felt more positively about the brand providing this service in that it was a reliable company that develops the best solutions for its customers, helps make customers’ lives easier and make the most of their time, and provides good customer service.
 
Less than 1% of respondents needed help using Nuance Mobile Care for the first time, as the application is designed to be as simple to use as possible.
 
“By next year, 70 per cent of interactions into the call centre will be via mobile phone, and this figure is likely to grow rapidly over the next three years, so we expect this new service to prove extremely attractive to businesses” said Jason Choy, VP Telecoms Solutions Group EMEA, Nuance.
 
“The results of this survey clearly show that consumers are willing to interact with new channels of service to quickly and effectively resolve common problems. It’s time operators showcased innovation in the part of the consumer value chain that matters most – customer care, where Nuance Mobile Care has significant impact in improving the customer experience, reducing the number of customer service calls to live agents and lowering the overall costs associated with managing the call centre.”
 
Nuance Mobile Care helps customers to automatically resolve common problems directly on their mobile handsets, removing the need to speak to a live call centre agent. Customers are able to make account enquiries and pay bills directly on their handset. Customers simply dial customer care and instead of placing a call, the application opens automatically on the phone display.
 
The survey follows large-scale commercial rollouts of Nuance Mobile Care handheld self-service software with Vodafone Group, T-Mobile U.S. and MetroPCS.