Click Fraud Protection

Connecting...

Gartner: Weak mobile customer service negatively affects engagement

News | Negative effect | Customer engagement | New study

W1siziisijiwmtcvmdqvmjgvmtqvmdavmdqvnzivy3vzdg9tzxitc2vydmljzs5qcgcixsxbinailcj0ahvtyiisijewmdb4ndawiyjdxq

Weak mobile customer service is having a negative effect on customer engagement, a new study has indicated. 

Research from Gartner found that, by 2017, all customer service interactions will need support from a human intermediary. Last year, almost 60 per cent of customer service interactions needed the intervention of a human support agent. 

The body predicts that human influence in customer service will fall over the next two years as a result of more radical self-service and mobile devices. 

Gartner believes that, by 2018, five per cent of customer service cases will be initiated by internet-connected devices, marking a rise from 0.02 per cent last year. 

The organisation has predicted that more than 100 of the 500 largest global companies will introduce video-based chat by 2018 in order to assist customer-facing interactions. This number is expected to double over the course of three years. 

Olive Huang, research director at Gartner, said: “A number of industries will be the front runners in this trend, such as manufacturing, healthcare providers, insurance, banking and securities, retail and wholesale, computing services, government, transportation, utilities, real estate and business services, agriculture and communications.”

Mr Huang believes the growth of the Internet of Things will lead to a “transformational change” in the customer service industry. 

As we enter 2015, Gartner predicts that over 50 of the 500 largest global businesses will introduce video-based chat by 2018 for customer interactions. 

Brian Manusama, research director at Gartner, noted that video chat offers customers a “richer sense” of presence and the real-time sharing of content. 

Mr Manusama explained that an increased number of vendors have welcomed the trend through point solutions or solution suites, with this trend expected to continue in 2015. 

As a high number of businesses aim to reduce their reliance on call centres, mobile customer interactions could become increasingly important in the future.

With social media continuing to grow in popularity, platforms such as Twitter and Facebook could soon be the main source of customer service interactions.


Posted by Jon Aspinell on 12th January 2015

SHARE

LATEST JOBS
W1siziisijiwmtcvmdqvmjqvmtevmjavmjcvmtyvahixlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

HR Training Specialist - London - £40...

City of London, London

£35000 - £40000 per annum + bonus + additional benefits

HR & Training / Learning & Development / L&D Specialist - The City, London - up to £40,000 plus bonus and benefits Ra...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmzmvndavnty5l21hcmsxlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Digital Analytics Lead

London, England

£50000 - £65000 per annum

Digital Analytics Lead / Data Performance Lead / Marketing Data Analyst / Digital Analyst / Consumer Behaviour Analys...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmzmvndavnty5l21hcmsxlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Standalone Marketing Manager

Hayes, Middlesex

£45,000

A friendly & longstanding business, working with international brands. As the standalone Marketing Manager, you will ...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmzmvndavnty5l21hcmsxlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Digital Analytics Lead

London, England

£60,000

Digital Analytics Lead / Data Performance Lead / Marketing Data Analyst / Digital Analyst / Consumer Behaviour Analys...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmzmvndavnty5l21hcmsxlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

CRM Manager (Italian)

London, England

£45,000 per annum

An exciting opportunity has arisen for an innovative CRM Manager (Italian speaking) to join a fun, passionate and dyn...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmzmvndavnty5l21hcmsxlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Data Performance Lead

London, England

£55,000

A huge opportunity has arisen for a naturally analytical, strategic and consultative Data Performance Lead to join a ...

READ MORE
W1siziisijiwmtgvmdqvmtgvmtmvmjmvnduvnza0l1jlbw90zs1taw4ucg5nil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
Insight

How can you ensure cohesive communication with a team of remote workers?

Remote working is becoming increasingly adopted by organisations across the globe - whether that takes the form of an...

READ STORY

W1siziisijiwmtgvmdevmjqvmdgvntkvmtavndyyl2ltywdlmtqtbwlulmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mcnuzsjdxq
Insight

Can HR tech ease workplace conflict?

Workplace conflict is mostly unavoidable - particularly when businesses hire strong-minded talent with big ideas. Ego...

READ STORY

W1siziisijiwmtgvmdevmtyvmdgvntcvmzcvmtk5l1dlbgwxyi1taw4uanbnil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
Insight

What to prioritise in your employee experience

The candidate experience has long been valued by employers looking to attract fresh talent. Now, however, companies a...

READ STORY

W1siziisijiwmtcvmtevmjgvmtcvmdevndqvnzivaw1hz2uyni1taw4ucg5nil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
Advice

From communication to drive: The importance of soft skills

Soft skills are often difficult to quantify, yet they can become an absolute necessity for your business to reach its...

READ STORY

W1siziisijiwmtcvmtevmdgvmtavntqvmzivotuvaw1hz2uxns1taw4uanbnil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
News

Only one in three workers say their employers offer training

Just one-third of workers report that their employer offers regular training opportunities, a new poll by the Trades ...

READ STORY

W1siziisijiwmtcvmtevmdgvmtavmzivntuvndgzl0ryaw5rlw1pbi5qcgcixsxbinailcj0ahvtyiisijmznxgxnzajbmuixv0
Advice

How can you encourage an inclusive work environment?

Inclusivity in the workplace is an ideal most astute businesses strive for. Making employees feel comfortable and val...

READ STORY