Support organizations that can leverage the power of the smartphone in order to transform their contact center can not only gain key insights to help streamline support operations but can also make agents more effective
No organization is exempt from the increasing pressure to innovate and digitally transform its processes. The taxi industry, for example, learned this the hard way.Ridesharing startup apps like Uber and Lyft rose up seemingly overnight, flouting any regulations while state and local governments rushed to create them. The regulations did eventually come for the apps, but it was too late for taxis - consumer behavior was the changed for good. Now, urban-dwellers want to order rides from their phones and skip the manual payment process altogether, something taxis never were and still aren't equipped to offer.
Though it's nice to think that we can simply walk into any industry, provide them with a strategy for a full digital document experience transition and have it be everything we'd hoped for, it's not practical.
The numbers prove it: Mobile is dominating.