Gartner Research

Improve Mobile Customer Service to Improve the Customer Experience

Published: 22 May 2015

ID: G00277621

Analyst(s): Michael Maoz

Summary

There is an immense gap between mobile adoption and successful customer service and support on the mobile device, which undermines enterprise strategies for mobile. Our research offers advice to IT leaders working on customer service projects on how to improve the mobile customer experience.

Table Of Contents
  • Key Challenges

Introduction

Analysis

  • Create a Three-Year Maturity Model to Improve Customer Service Competency on Mobile Devices
  • Observe Customers, Competitors and Other Industries to Adjust Mobile Support Priorities
  • Treat Mobile Analytics as Essential

Case Study

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