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Roberto Pieraccini is chief technology officer at SpeechCycle, a global leader in customer experience management solutions. The widespread adoption of smartphones has already revolutionized our everyday behavior and, in particular the way we communicate. Here are a few points that every company should consider when deciding to develop a mobile customer care solution. One of the main issues with the development and maintenance of smartphone applications lies in the fragmentation of the device base. In that case, you might want to consider using cross-platform mobile frameworks in the construction of your app.
In moving toward mobile customer care strategies, service providers have to consider that while the adoption of smartphone applications will continue to increase, the need for traditional care — agents, automated phone applications, the web — will still exist, even if at a reduced level. For instance, as the result of a transaction on a smartphone, the application can decide to transfer the user to the right agent for the requested task or schedule a callback, while providing the target agent with information about the subscriber’s issue and interaction history.
In a nutshell, you need to make sure one hand of your customer care strategy knows what the other hand is doing to ensure a cohesive, effective system. The “always available, always connected” property of smartphones is a uniquely new channel for pushing notifications in a non-intrusive and highly personalized manner. Leveraging the highly personalized smartphone environment is another powerful way to ensure great user experiences. Finally, it is important to realize that smartphones offer the ability to reach customers in a variety of ways.
While the adoption of smartphones continues to grow exponentially and the emergence of new and personalized customer care mobile applications comes into the mainstream, vendors need to make sure they design and build applications that are at least as smart as the phones that host them and leverage all properties and features of this new medium. The advancement of mobile technology hasn't just led to social distraction — it's also led to frustratingly rapid battery drain.
Until recently, it was often assumed by the general public that surface operations were to blame. Fortunately, in late March, a team of researchers from Purdue University and Microsoft found that Android app ad-serving — the process that connecting apps to digital ad networks — was responsible for up to 75% of app-related battery drain.
According to Abhinav Pathak, the Purdue computer scientist who led the study, the purpose of the research was not so much to expose the underbelly of battery drain but to assist developers and users in addressing it. The implementation of ad-serving is made possible by Apple’s iAd and Google’s AdMob, in addition to some third-party entities.
Complex as it seems, the implementation of AdMob and iAd requires little more than dropping an SDK into a line of code.
For example, when the data involves location, the phone’s GPS chipset is enabled — exacerbating the battery drain problem significantly. Unfortunately for Android users and developers, solutions are not always readily available. This leaves two options: Address the issues on the end of those who create the SDKs, or leave it to users.
Shutting down the ad-serving processes, when possible, is only a temporary solution for Android; these services will often relaunch themselves shortly thereafter.
As the study’s intentions suggest, the better the ad servers, the less they drain batteries.
Most simply, monitor the number of apps that are open and be sure to close the ones that aren’t actively in use. When possible, seek out the paid version of your apps — which, more often than not, don’t include advertising. Over time, Apple and Google will continue to offer more granular data and options in their system settings that enable you to activate and deactivate functions specific to different apps.
Apps like AdFree and NetSpector for Android devices will, in most cases, both hide and block ads, entirely preventing the back-end data sharing responsible for drainage.
Ultimately, in addressing the shortcomings of ad-serving on a higher level, the power to change remains in the hands of those developing SDKs, as well as in developing functionality that allows users more specificity in the background. Youa€™ll see an estimated delivery date - opens in a new window or tab based on the sellera€™s dispatch time and delivery service. This item will be sent through the Global Shipping Programme and includes international tracking.
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He has been at the leading edge of spoken dialogue technology for more than 25 years, both in research as well as in the development of commercial applications. Invoking a branded icon on the touch screen of a smartphone — which already knows who we are and can provide the best personalized solution to our service problems — is no doubt a more pleasant experience than interacting with an automated call menu or waiting for the next available representative. Thus the integration of smartphone self-service applications with traditional channels is essential.
Or, if the user decides to access support on the desktop website, the interface there should be able to get the same historic information about the user as the smartphone app does. Targeted notification, such as information concerning a local outage, new features or promotions, will not only improve the customer experience but will be instrumental in avoiding further issues and calls to agents and will increase the loyalty of valuable customers.
With the precise identification of each device, and thus the subscriber who owns it, companies can now decide not only to present highly personalized information but also keep track of the history and usage patterns of each individual.
If vendors keep this in mind, smartphones can truly become the next frontier for customer care. Check out Mashable Explore, a new way to discover information on your favorite Mashable topics.
Powered by its own proprietary technology, Mashable is the go-to source for tech, digital culture and entertainment content for its dedicated and influential audience around the globe. While the phones of yesteryear were dull and basic, it was possible to go through a day or even two without the need to recharge.
Our games, cameras, maps and streaming videos are welcome and celebrated additions to our daily routines, but the sacrifice required by their bright animation is well known — use them for a few hours, and you’l inevitably be on the search for a charger.
More often than not, these processes were taking place within the free version of apps, from Angry Birds to the New York Times, as the ad-serving provides advertisers with valuable data from a swath of users seeking free entertainment. For developers who rely upon ads for monetization, third-party SDKs can be installed on top of AdMob and iAD to send extra data to servers.
As Pathak found, ad-serving SDKs are, at the moment, poorly-coded — they provide little to developers in terms of options in a somewhat all-or-nothing approach. Conversely, on iPhones, the operating will shut down apps that sit idle in the background, save for location services, which can run in the background indefinitely. This will be particularly effective on iOS devices, as closed apps will stay closed, while Android apps may reboot in the background. The difference between a one-time fee of 99 cents and a continually dead battery may be minimal. Turning off GPS, for example, will disable the constant location detection so common to battery drain. Unfortunately, this will require rooting the phone itself, and remains to be developed for iOS users. Delivery times may vary, especially during peak periods and will depend on when your payment clears - opens in a new window or tab. By clicking Confirm bid you commit to buy this item from the seller if you are the winning bidder. Import charges previously quoted are subject to change if you increase you maximum bid amount. Additionally, advances in modern web standards like HTML5 and CSS3 mean that mobile web apps are functioning more and more like native mobile apps.
The notification feature can also be used for outbound survey campaigns and the solicitation of customer feedback. This behavior can also be enriched by leveraging capabilities such as location services and near-field communication (NFC). AdMob, which was acquired by Google in 2009 and also functions on iOS, can target much the same, with options like age, gender and location enabling advertisers to reach the most relevant audience. Then, the phone returns the data about users’ engagement with the advertisements themselves. In Android, simply adjust the Running Services in your Settings; in iOS, adjust Location Services in your Settings. If you reside in an EU member state besides UK, import VAT on this purchase is not recoverable. If you can build a great mobile site, it would function well on most modern mobile devices. This data is both equally draining and valuable — knowing, for example, how many clicks converted to downloads can have a significant effect on marketing, but adds a communicative step to the process that further drains the battery.
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