Mcommerce and Customer Service

Customer adoption of the mobile internet is growing significantly. Internet Retailer reported that in the spring of 2010 7.3M people per month were accessing mCommerce sites which is a 46% increase over 2009. Forrester is forecasting that 57% of active phones will be 3G or 4G capable and able to access mCommerce sites by the end of 2010.

These consumers expectations of mCommerce and applications will continue to rise, and retailers and brand manufacturers will be expected to keep up.

Customer service can be a more immediate and very mobile as people are no longer chained to their desk to receive attention. Customers can engage you while in your store, competitors store, or in the area of one of your dealers or storefronts.

Always include your contact information.
Optimize FAQ and help for mobile along with self service and other cool applications that can drive traffic and sales.
Ensure users have an integrated multi channel experience with a single repository of all customer information accessible from mobile or web site.
Implement mobile chat, SMS, and click to chat.

Implementing customer service via mobile will become a requirement and will give early adopters huge advantages for their brand and high touch with their customers building loyalty.