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Mobile Apps Advance Customer Self-Service

Interactive Intelligence
Published:  Oct 10, 2012
Length:  5 pages

Nearly two-thirds of customers who try to solve issues online or through an interactive voice response (IVR) system inevitably choose to speak with an agent. Can smartphone applications change this interaction landscape for the better? Ventana Research discusses the effect of self-service mobile applications on customer service strategy.

Tagsmobile apps, mobile self-service, mobile applications, customer interactions