'Help Desk' Services For Mobile UC Customer Support

摘要

Consumers really want to do things by themselves as much as possible. This was reflected in a recent market study by Frost & Sullivan analysts, showing that "65 percent of consumers are now demanding self-service options around the clock." That should not be a big surprise, because who really wants to wait to talk to someone first before looking at information or performing a business transaction. It also drove consumers to buy their own home PCs to access web portals and exploit e-mail communications with people and online self-service applications. Mobility, based on the huge consumer adoption of multi-modal smartphones and tablets, has opened up the customer service arena to greater complexity, both for the customers and for the customer service staff. This is especially true for self-service applications and mobile apps which, if not carefully designed, could lead to greater consumer frustration, dissatisfaction, and increased need for live assistance.