Ovum expects the way in which customer service is delivered to change due to the proliferation of smart devices and on-device apps that enable customers to engage with enterprises in a more sophisticated and interactive manner.
More than 50% of inbound customer service calls across eight countries (developed and emerging) will be made from mobile devices by 2016. By 2016 36% of inbound customer service calls will be made from smartphones.
Ovum has developed an SCI maturity model as a management tool to help enterprises understand the key dimensions along which they should expect to progress. Investments to advance across the major phases of the SCI maturity model are driven by organizational priorities, budget availability, and technology and process readiness.
The explosive rate of smartphone adoption and relative early stage of the SCI market presents a unique opportunity for customer care leaders to position themselves as thought leaders, enhance or drive their company’s mobile strategy, and build upon prior technology investments to deliver strong business value out of the care organization.
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