WEBCHAT as a service channel / SMARTPHONES are changing behaviour / MOBILE CUSTOMER SUPPORT is becoming a standard practice

  • Globally:
    • In particular in the UK surveys shows that 9 in 10 customers want service whilst online.
    • Customers with smartphones who are always connected expect a 24/7 customer service experience
    • The smartphones of the future will support online and video chat, as well as provide a “click to call” service and enable customers to make call-back requests.

(Millard & Alcock, 2014)

  • Woolworths: Are focusing on transforming the WFS (Woolworths Financial Services) customer experience to one that is consistent with and aligned to the Woolworths brand. As part of the Connected Retail Experience they want to deliver one brand experience across all their channels, including stores, the contact centre, the Woolworths website and the WFS mobile app (Woolworths Holdings Limited, 2016).

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