Ways to Make Customer Service More Mobile
These technologies can use text messages, emails, push notifications, social media updates, Apple Passbook updates and voiceover web communications to be assigned priorities to various stages in the communication process and escalate message delivery by leveraging different channels. For example, an airline can send a push notification to its app for all passengers of a flight if it's suddenly delayed. The notification can link to an app and request that passengers confirm with a response if they would like to wait for the flight, find the next available flight or cancel their ticket. If the passenger doesn't respond, the message can be automatically escalated, according to a customer's preferences, through an email, text message or phone call.
New mobile advancements have honed geolocation — the use of a mobile device's location — as an effective tool to remedy two vexing problems related to payment validation: protecting against fraud and reducing "false positives," legitimate transactions that are blocked because they're erroneously identified as fraudulent. Geolocation can verify that a cardholder's mobile device is at the same location at the time of a purchase as a means to verify a legitimate transaction.
Consider when a traveler attempts to make a purchase in a foreign country. At checkout, when the card transaction is being authorized, the traveler's bank detects that a purchase is being attempted outside his or her home country. By sending an automated request to the card user's mobile operator, to which the card user has given permission, the bank can identify the card holder's mobile device location, cross-check this with the location of the attempted purchase, and protect against fraud and minimize false positives at the same time.
New mobile advancements have empowered consumers to expect to be served by their favorite companies in real-time, personalized ways. The two elements above will set new standards for consumer expectations that marketers should seek to implement as part of customer service strategies. Their brands depend on it.