Contact Solutions Unveils New Customer Service Platform (Oct. 7, 2013)
Contact Solutions LLC today announced a new mobile platform to help cardholders access customer service when they want it and easily switch between self-service and a live agent. Dubbed My:Time, the service includes a cloud-based mobile platform, agent desktop portal and mobile apps for iOS and Android. Users can start a customer service interaction, stop if they get interrupted and resume at their convenience. Transitions between self-service and call center agents can be achieved without the customer having to leave the app, re-authenticate or repeat personal information, according to Contact Solutions.
“Mass adoption of mobile has changed consumer behavior and expectations. Businesses strive to offer richer and more personal customer care, but simply adding a mobile app with a phone number as another path into the contact center doesn’t improve overall customer experience,” said Michael Boustridge, CEO, Contact Solutions. “My:Time … leverages the mobile device to meet these consumer demands while driving down expensive operations and telecom costs for the enterprise.”
In a recent Contact Solutions survey on mobile users and customer care, 92 percent of consumers said they want more mobile customer service options. The survey also revealed a trend toward preferring self-service, driven largely by younger customers’ high level of comfort with self-service.