MOBILE BUSINESS CONTACT FOR EDUCATION

MOBILE BUSINESS CONTACT SOLUTION

In a time of social distancing and limited personal interactions, our schools have had to rapidly change the way they work. Mavenir can assist in enabling school districts to stay connected with their students.

THE REMOTE LEARNING CHALLENGE
The COVID-19 pandemic has placed an incredible strain on our education system. The classroom is now virtual, with school administrators, teachers, students, and parents trying to adapt to the new normal.
Teachers need to be available to speak with concerned parents or provide live tutoring help to students.
However, students should have access to self-help content to keep teachers free for when they are really needed. Parents and students should also have the ability to schedule tutoring sessions to ensure they get the support they need. Finally, the school should be able to deliver compliance and progress reports to administrators and parents with minimal manual effort.

MOBILIZING THE CUSTOMER SERVICE EXPERIENCE

Learn about the key customer engagement challenges that businesses face today and how a modern contact center solution can enable them to transform the customer service experience today and tomorrow.

DELIVERING FASTER FOOD ORDERS

A large, US-based pizza chain handling a substantial volume of calls that fluctuate depending on the day and time (peaking within a 4-hour window in the evening and on the weekends) improves availability and responsiveness with
Mavenir’s Mobile Business Contact.

The previous solution would be unavailable sporadically, which meant calls were not answered. Order taking is time-sensitive; even a 5-minute outage had a significant impact on the business.


Each unanswered call was a potential missed sale. The chain needed to improve system stability to ensure no downtime.

Faster time to market
Reduced support burden
Seamless software upgrades
RICH ANALYTICS AND REPORTS

How many calls are in the sales queue right now? How many active customer service representatives and subject matter experts are working with customers? What was promised to a customer yesterday? With Mobile Business Contact, businesses have access to rich analytics and reporting – both real-time and historical– that can be analyzed to ensure better representative/expert performance and proper staffing levels.

MODERN CUSTOMER ENGAGEMENT SHOULD HELP FUTURE-PROOF THE BUSINESS

Solutions built 10, 20, and 30 years ago were not designed with today’s communication habits in mind. The 1990s saw the rise of SMS and the Internet, which decreased consumer reliance on voice as the only channel to interact with a business. Today, consumers expect to interact through webchat and social media as well.


A recent survey of university students between 18 and 23 years of age showed that nearly 98% of them preferred to communicate on their phones using text-based methods (text messaging, messaging apps, or social media), compared to just over 2% that preferred to make voice calls.ii When interacting with a business, the same preference is true for millennials: 63% prefer to begin customer service interactions online instead of using voice.

The use of social media for customer service is relatively new in the broad context of contact centers. However, this feature will become increasingly more important: 80% of adults between 18 and 34 years of age would view a business favorably if it offers a social media channel for customer service.iii This number drops to 59% for those between 35 and 54 years of age and 35% for ages 55 and up.


As businesses look to reduce costs and increase the speed of service interactions, chatbots have become a popular option. Using a chatbot in place of a live representative can automate simple tasks such as balance inquiries and service details: 63% of all consumers view this capability as favorable, provided that there is an option to escalate to a live representative.


Decision makers looking to upgrade their legacy systems should carefully consider the channels they want to offer now, as well as the channels they might need later. Consumer preferences will continue to change over time; businesses need a solution that can future proof their investment for tomorrow.

White Paper

MOBILIZING THE CUSTOMER SERVICE EXPERIENCE

Learn about the key customer engagement challenges that businesses face today and how a modern contact center solution can enable them to transform the customer service experience today and tomorrow.

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