PRESS RELEASE: Altitude Software, a global provider of omnichannel solutions to deliver great customer experiences, today announced the release of a new white paper aimed at helping businesses understand how they can transform customer engagement by integrating mobile apps in customer centric strategies.
According to IDC, by 2014 smartphones had grown to represent 73.4% of total smart connected devices shipments, while PCs had slipped to 16.8% and tablets had increased to 12.5% (1). Yet, many companies are still not prioritizing mobile customer service and the mobile customer experience. The lack of investment is generating weak mobile customer service and harming customer engagement, according to a recent Gartner report (2).
Altitude Software’s new white paper “Mobile Apps: Advocates of Change for Customer Experience” outlines the business case for mobile customer service apps with best practices and stats for industries such as Healthcare, Insurance, Utilities and Public Services. It also seeks to help companies understand the challenges and benefits in implementing mobile solutions integrated with the contact center.
Altitude Software delivers worldwide a robust, modular solution that handles all customer interactions and unifies all touch points throughout the organization in an open, platform-independent solution, based on standards. It has recently won the “Best Mobile Customer Technology Project Award” from Platinum Contact Center Awards, the leading contact center industry awards in Spain. The solution is a mobile application for Banco Santander, the third largest private bank in Brazil, to support field debt recovery agent activity, fully integrated with the contact center.
1 IDC Worldwide Quarterly Smart Connected Device Tracker, March 2015
2 Gartner Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, January 2015