Tips on Using Mobile Technology for Improving Customer Experience
5 years ago by

Mobile Technology is exactly what the name suggests – Portable technology that can be carried around, which can help the user perform multiple tasks. As mobile technology penetrates into the lives of ordinary people, more and more consumers are willing to shop online and conduct other e-commerce activities. According to a report published by the networking giant, Cisco, by the end of 2014, the number of mobile devices will exceed the number of people in the world. Companies must pay heed to this changing trend and make use of mobile technology to serve the customers better and improve their customer service.

Some of the ways through which companies can effectively use mobile technology are as follow:

Official Apps for News and Updates

For the convenience of their customers, companies can introduce official mobile apps for IOS and android devices. These apps can act as a communication channel between the company and the customers. Companies can use the apps for various purposes, like dispersing news related to new products and services. According to Flurry Analytics, 80% of time spent using the internet through mobile devices, was spent by users on various mobile apps in 2013. Currently all major news websites have apps to deliver news to their subscribers on their mobile devices. Businesses in the service industry can benefit with the introduction of apps, as they can book their customers in advance, hence planning and budgeting becomes easier for the companies.

Feedback Mechanism

If companies decide to launch official apps, these apps would also serve as a source of effective and meaningful feedback for the company. In addition to the product reviews, the company could introduce rating system through which each user can rate the product or service they have used or are currently using. This kind of information can be useful for corporate decision making. For example, a company could decide to discontinue a product, if it isn’t popular among the customers. Similarly a company could focus more on improving and adding features to products or services the customers prefer.

Tracking/GPS for Better Suggestion and Recommendations for the Customers

Most mobile devices come with GPS tracking feature. Companies could use this to their advantage, by tracking the location of their customer and giving out suggestions based on their current location. For example, a fast food chain could direct its customers towards its nearest franchise by detecting the current location of the customer. Some customers find it extremely difficult to locate the premises of the business, GPS could be used to guide such customers to the business location with detailed maps.

Targeted Advertisement

If companies know their customers, they can be better targeted for advertisement for other product/services. Mobile devices and other social networking apps can assist companies to find out about the interest and wants of their potential clients. This way, advertisements that appear on the website and the app are better targeted. Targeted marketing reduces the cost for companies and precisely advertises to customers what they are looking for and are interested in. This form of targeting has produced extraordinary results for many companies in the form of increased sales and revenues. This also reduces spam ads for the customer, which usually annoys them.

Payment Through Digital Wallet

Mobile technology can be used to facilitate customers by introducing payments through e-wallet, also known as digital wallet. Customers would be saved from the hassle of carrying cash with them. This technology works through apps in mobile devices. As the digital wallet becomes popular, more and more businesses, especially in retail industry, are installing compatible check-out registers. A simple tap on a button can transfer funds. Businesses are likely to benefit from increased sales and revenues, if they make their check-out registers compatible with this technology and in the process they will be providing their customers with another payment option to add to their convenience.


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