Implement a Mobile Strategy To Enhance Customer Experience
Mobile moments on the go
As customers are shifting to a mobile mindset, companies need to focus on mobile users by providing easy and immediate access to mobile content that enhances their life, personally and professionally. Feedback collection is no different. Companies need to capture customers in mobile moments and on the go.
Our own internal metrics have shown a rapid transition to mobile connectivity and therefore we have positioned ourselves to help our customers stay at the leading edge of this mobility wave.
Global Mobile Platform Usage 2012-2015
Source: MaritzCX Platform
MaritzCX embraces responsive design technologies to automatically optimise surveys for phones and tablets. This means that your respondent has the same experience regardless of their device, browser, or location – eliminating pinching or scrolling to achieve higher response rates. Even inconvenient 10 point scales are resised for smooth completion.
Our Mobile SDK enables you to quickly and easily embed a MaritzCX survey in your Android or IOS mobile apps, giving you immediate feedback from your customers, prospects, and constituents.
Delivering surveys “in the moment” or “on the go” can increase your response rates by making surveys more convenient—and increase the actionable data you collect by making them more timely.
Cases can be automatically created from survey responses and then pushed to the frontline workers closest to the customer for immediate response to customer needs or concerns. The assigned caseworker can then quickly assess the situation and take the appropriate recovery steps. The app is easily customised through drag and drop functions to ensure caseworkers have the latest, most relevant information. The case is managed through a native iOS or Android app. Anyone can work a case—from awareness to closure—all from within the app.
Detailed plans to improve lagging CX metrics—or evolve the organisational structure to be more customer focused—can be reviewed, updated and completed with Action Planning. Action Planning can also be done through a native iOS or Android app.
Keystone of Innovation
With the invention of new technologies such as beacon, geo fencing and other location-based services, the mobile landscape will become more and more relevant to the delivery of customer experience. Whatever the trend, you can count on MaritzCX to bring it to bear on your CX outcomes. We’re excited to have mobile technology as a keystone of our innovation efforts and look forward to bringing new mobile technologies to our customers in the future.