In case you hadn’t noticed it, mobile is here. The switch to mobile has been taking place over the last few years but in spite of mobile’s widespread use, a surprising number of organisations are still not using it to its fullest potential.
Often this is due to the challenge of switching their customer communications to a mobile-based platform. At other times it could be because of out-dated assumptions and beliefs or just a lack of understanding of how important mobile is to customers, and how that will increase in the future.
If you’re not sure whether it’s worth investing the time and money in mobile customer communications, according to opentext.com, here are a few of the benefits you can expect if and when you do:
- Reduced costs. This is a big priority for many organisations. While there may be an initial investment involved in setting up mobile systems and migrating to them, once they are up and running there is far less need for printed communication, and thanks to automated features that make up a big part of many mobile platforms, you can also reduce staffing costs.
- Better customer engagement. An engaged customer is usually a happy and loyal one and this is important as we move into a more competitive business environment in the future. More and more businesses are focusing on customer experience and mobile lets your customers interact with your organisation wherever and whenever they like. If they aren’t on mobile already, chances are your competitors will be soon and unless you can keep up, you’re likely to fall behind.
- Easier agility and innovation. Innovation is the key to standing out among the crowd and mobile lets you be more innovative in your customer communications. Mobile platforms are also easier to scale and they are generally more agile, meaning you can respond to changing customer expectations faster than using a desktop based customer communication platform.
Engaging your customers through mobile technology means you can offer a much higher quality of experience and interact with them on a whole new level.
There are so many reasons why you should be using mobile now, and in the future we will no doubt see many more. Instead of asking yourself whether your organisation can afford to connect with your customer over mobile, it might be better to ask if you can afford not to.