Mobile Commerce Challenges
American customers are adopting mobile technology at a rate that significantly eclipses other technology adoption curves. This mobile explosion is increasing their expectations about the ease of communicating with business. Wherever they’re located, customers (consumers and technicians) want business transactions to be easy, fast, and accurate. They demand that product, service, and technical information be available when and where it is most relevant to their lifestyles and work situations.
But customers are increasingly frustrated with the inability of customer support or technical support to respond meaningfully to their inquiries and problems. Many consumers simply abandon shopping carts mid-stream as critical questions on pricing, quality or product choice go unanswered. They are frustrated with poor technical support that doesn’t resolve their problems. These issues — often the result of inadequate live agent or IVR systems — result in lost sales, customer retention, and damage to corporate brands. Companies must respond to this demand by providing a vastly improved mobile ecommerce solution.
“I successfully worked with the Radish team during its 1.0 days and added a new and innovative dimension to the e-commerce efforts at 1-800-FLOWERS. Today, they’re doing it again for m-commerce. With ChoiceView, mobile business transactions are getting even better!”
— Donna M. Iucolano, Founder, Spinach Candy, LLC
Contact centers are equipped with ChoiceView Live Agent and ChoiceView Visual IVRs and Phonebots. Customers use the free ChoiceView App that’s browser-based and doesn’t require installed software. Therefore, it works with first-time callers. Through ChoiceView, customers verbally interact with the agent or IVR while seeing visual information such as menus, products, venues, maps, diagrams, photos, and documents.
“Now I see what you’re talking about!”
The following screen shots show an example of visuals that customers see on their mobile devices while interacting with a ChoiceView-enabled web florist.
While viewing a mobile website catalog, a customer settles on a flower arrangement to congratulate a client on recent media coverage. She finds entering credit card information on her phone to be cumbersome. She taps the ChoiceView app on her smartphone and is immediately connected to a customer service representative who reviews the current order information.
Using ChoiceView’s mobile solutions for ecommerce call centers, the agent suggests and shows the caller several bouquets and complementary products. As a result, the customer selects an upgraded arrangement. The agent quickly completes the sale and sends a purchase confirmation.
The customer is pleased with her transaction, her client is delighted with the gift, and the florist captured and upgraded a sale it may have lost. The entire transaction took mere minutes to complete. Expect another order from this happy customer!