Mobile Self-Help Applications Continue to Miss Customer Expectations
IT Connection Blog by Ken LandolineSummary Bullets: · Customers’ expectations for high-quality mobile self-help solutions are growing rapidly and now higher than ever, yet customers continue to be disappointed by the solutions that are ubiquitous today. · Brand assessments and Net Promoter Score (NPS) evaluations are closely linked to the customer’s perception of a company’s ability to meet customer service needs. Successful mobile solutions will be a critical element of positive customer assessments in the future. Just about a year ago, I wrote a blog entry about the growing