Companies had to learn how to implement mobile CX, and to do so, they incorporated strategies that adapt to new consumer habits.
Latin America has around 350 million smartphone users , a figure that is constantly growing, while by 2025, smartphone connections will reach 532 million.
Furthermore, during the pandemic, 62% of consumers purchased at least one new brand via their mobile device, while three out of four make their purchases via mobile because it saves them time.
Given these opportunities, it is list of vietnam consumer email essential to make the most of mobile-oriented CX strategies .
The following practices, along with good customer service software, will help you implement the best mobile CX strategy for your consumers.
4 Mobile CX Practices to Adopt in Business
1- More conversation, less transaction
Today's consumer wants to interact more naturally . Their mobile device gives them the opportunity to maintain their relationships with family and friends, but also to converse in a more personal and direct way with their favorite brands.
When you contact a business via your mobile device, you expect an empathetic and informal tone. In fact, according to the CX Trends 2023 report , 73% of consumers will switch to a competitor after several frustrating experiences .
The latest trends show that 70% of buyers spend more on companies that provide them with a quality experience. Discover all the latest developments to successfully implement mobile CX and provide your customers with an immersive experience. Download Zendesk's free 2023 CX Trends report.
Customer Experience Trends Report 2023
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WhatsApp is one of the most widely used social messaging apps by brands. In fact, its use to interact with customers grew by around 132% in Latin America as a result of the health emergency .
Motivate your customers to interact with your brand with the help of surveys, videos, gifs, games, etc. Use Artificial Intelligence to your advantage — offer contextual responses as if it were a “natural” conversation, with personalized bots or automatic responses.
To do this, choose a creative name for the tool and include language that contains regional expressions and slang from each of your markets. This way, you will be able to “humanize” virtual assistance and empathize more with your customers.
You may be interested in: What is a WhatsApp chatbot and how to create it in 4 steps .
2- Collect data and predict more accurately
Mobile is an excellent source of data on customer preferences, searches and interactions. Knowing how to implement mobile CX allows businesses to gain insights into their behavior.
According to one report , 70% of consumers have purchased a product or service after seeing an ad on a mobile device . Businesses should use this data to understand the full customer journey and create a rich mobile CX.
Putting mobile CX to work requires advanced data collection, filtering, and analysis technology with clear objectives. This allows you to obtain valuable insights to optimize your customer service strategy .
Discover how to obtain valuable information in 6 steps through data mining .
3- Don't forget to integrate everything
Mobile devices are key to gathering customer experience insights. Combined with data from all touchpoints , you get a complete picture of customer behavior and the reasons that drive them to purchase.
It’s time to use that data to implement mobile CX. First, it’s essential to make it available to customer service agents .
This involves integrating all customer information into the systems and processes used to facilitate problem resolution, offer fast and satisfactory responses and accompany the customer throughout their purchasing process .
Having an integrated space where agents can hold real-time conversations with other areas of the business is key. This will give them the full context of the customer's conversation and allow them to resolve their needs in less time.
In addition, CX solutions implemented via mobile must be consistent with the care provided through other communication channels , regardless of which one the customer uses to communicate.
An omnichannel strategy with integrated channels allows the customer to choose their preferred contact, whether chat, email or calls, without having to repeat their problem to each agent who assists them .
Watch the video to learn how the omnichannel strategy works.
3- Design the experience
Providing exceptional CX via mobile happens by sending dynamic content: videos, gifs, games, interactive posts, among other options; where improved usability and accessibility to information is considered.
If you learn how to implement mobile CX, you will offer a good customer experience design that solves the user's needs to give them the greatest satisfaction.
According to Google , 51% of consumers don’t relate to brands that don’t know how to implement smartphone CX, and many apps have an unsubscribe rate of up to 80% in their first 90 days.
If you want to improve CX via mobile, adapt your apps and website for use on these devices, and develop more intuitive and secure applications designed for your customers.
For example, it facilitates the online purchasing process by reducing the number of steps the user must follow to complete it.
Deliver the best CX from mobile and ensure business success
Now that you know how to implement mobile CX that will take your company to the next level, it's time to learn about the tools that will help you achieve it.
Zendesk integrates with leading mobile apps like Whatsapp, Messenger, and Instagram to deliver the CX that will lead to business success.
