Syclo and West Interactive Usher In a New Era of Customer Service

Ever been stuck in IVR hell for 10 minutes - only to get to a representative in the end who doesn’t even know who you are? Sure you have. Makes you wonder if those Moon landing photos were fake after all. I mean, if we can’t figure out something so simple...

Well, doubt no more. Syclo and its new partner West Interactive are working on some amazing consumer-facing mobile apps that will forever change many customer service processes. Here’s a visual for you:

You can clearly see the advantages that mobile apps can bring to customer service:

-  Mobile apps know where you are, since most today’s smart phones come with embedded GPS chips. Even if you’re inside, your phone often knows where you are based on the Wi-Fi network you’re connected to

-  Mobile apps know who you are, because smartphones are almost never shared.

-  They know which products and services you’re using. Anyone who’s ever had to locate a model number on the back of a washing machine will understand the importance of this.

-  Mobile apps know why you’re calling based on your interaction with the application. For example, if you are browsing a store catalog and hit the “contact” button from an item page, the rep on the other end of the line will know exactly what you’re looking at.

-  You can capture photos and video right in the mobile app, which is incredible for any kind of an inspection or troubleshooting situation.

-  Mobile apps can help you avoid calling customer service. With today’s excellent mobile account management and mobile tech support  tools, you may be able to solve your problem or inquiry without ever picking up the phone...to call, that is.

Best of all, West Interactive can now seamlessly integrate mobile apps with the rest of their customer interaction channels, including web, IVR and social media. The result is happier customers, less stress for contact center employees and more credibility for NASA.