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

RECENT CONTENT
W1siziisijiwmtcvmdcvmtavmtavndcvntgvmjy1l1cxc2laaulzswpjd01uy3znrff2twprdk1urxznelv2turrdk5etxhmm2rwy21vdwfulmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Website Tester

Kingston upon Thames

£35,000

A longstanding and highly successful business that operates out of Kingston upon Thames is seeking to hire a Website ...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmzmvndavnty5l21hcmsxlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Web and Digital Content Manager

City of London

£40,000

The Ashdown Group has been engaged by a highly respected and long established organisation based in central London wh...

READ MORE
W1siziisijiwmtcvmdcvmtavmtavndcvntgvmjy1l1cxc2laaulzswpjd01uy3znrff2twprdk1urxznelv2turrdk5etxhmm2rwy21vdwfulmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Systems Administrator

London

£350/d

A Systems Administrator is required in the London office of a company that specialise in personal and corporate enter...

READ MORE
W1siziisijiwmtcvmdcvmtavmtavndcvntgvmjy1l1cxc2laaulzswpjd01uy3znrff2twprdk1urxznelv2turrdk5etxhmm2rwy21vdwfulmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

IT Service Desk Support Analyst

Uxbridge

£28,000

My client is a well-established IT consultancy going through continued growth & expansion. They are looking for an ex...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmjavmjcvmtyvahixlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

HR Administrator

Thame

£23,000

A well-established business operating in the healthcare sector have approached us in their search for an experienced ...

READ MORE
W1siziisijiwmtcvmdqvmjqvmtevmzmvndavnty5l21hcmsxlmpwzyjdlfsiccisinrodw1iiiwimzm1ede3mfx1mdazyyjdxq
VACANCY

Product Marketing Manager

Milton Keynes

Negotiable

A large and successful business, with national operations, is seeking an experienced Marketing Executive with Product...

READ MORE
W1siziisijiwmtcvmdcvmjyvmdkvmdevntivnjgwl0xpz2h0ynvsyi1taw4ucg5nil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
Insight

Future-proofing your recruitment and retention

The impact of technology on businesses across the globe continues to be hugely significant, with businesses altering ...

READ STORY

W1siziisijiwmtcvmdcvmtqvmdkvntyvmtevnjm5l1dvcmsgagfyzgvymi1taw4ucg5nil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
Advice

What to look for in the perfect application

There are few things more detrimental to a company than making the wrong hire for a critical role. A recent study by ...

READ STORY

W1siziisijiwmtcvmdcvmtavmtavndmvnduvnju2l1vudgl0bgvkms1taw4ucg5nil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
Advice

How can you make your workplace more attractive to top talent?

Businesses are facing a challenge in trying to attract top talent to their workforces in the current economic climate...

READ STORY

W1siziisijiwmtcvmdcvmdqvmdcvntyvndkvmty1l0hpcmluzy1taw4ucg5nil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
News

Skills gap ‘costing UK businesses £2 billion a year’

The skills gap is costing UK businesses more than £2 billion a year in higher salaries, temporary staff and recruitme...

READ STORY

W1siziisijiwmtcvmdyvmjkvmtevmdmvntuvnjk4l1dob29wcy5wbmcixsxbinailcj0ahvtyiisijmznxgxnzajbmuixv0
News

UK businesses ‘making bad hires in two-fifths of roles’

UK businesses are failing to hire the right person for two out of every five vacancies, a new report from the Recruit...

READ STORY

W1siziisijiwmtcvmdyvmjkvmdgvmzkvmtgvmtqxl0nvbgxhyi1taw4uanbnil0swyjwiiwidgh1bwiilcizmzv4mtcwi25lil1d
Insight

Should you be using social media in your recruitment strategy?

It has evolved into a particularly useful tool for companies looking to attract younger, tech-savvy candidates. Howev...

READ STORY