For eBusiness & Channel Strategy Professionals

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	September 9, 2010 Extending Online Customer Service To The Mobile Channel An Empowered Report by Diane Clarkson with Patti Freeman Evans, Julie A. Ask, Elizabeth Stark, Brendan McGowan	Average: 7  (3 ratings)

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Executive Summary

eBusiness decisions to employ mobile commerce, apps, and self-service features have garnered the lion's share of mobile strategy. But what happens when users need customer service from within a mobile Web site or app? Those customers need immediate and contextual assistance. As the mobile Internet and customer service technology continues to grow, mobile customer service will become a more pressing priority. Savvy eBusiness professionals understand the potential benefits of extending online customer service channels to support mobile goals and organizational customer service goals of driving sales, deflecting call center costs, and improving customer satisfaction.

TABLE OF CONTENTS

• The Mobile Internet Is Becoming More Important To eBusiness
• The Mobile Internet Will Change How Your Customers Expect To Be Served

WHAT IT MEANS

• Mobile Customer Service Will Have Far-Reaching Implications
• Supplemental Material
• Related Research Documents

This is an excerpt

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