Artificial Solutions Highlights the Need for Mobile Customer Service in Spain
Artificial Solutions, the natural language interaction (NLI) specialist that enables users to have a meaningful, humanlike interaction with technology, today highlighted the need for Spanish enterprises to be prepared to take advantage of the growing number of consumers that access the internet via their mobile phone.
Data recently released by Comscore shows that 66% of internet users in Spain go online using more than one device and even more significantly, that 12% of people use only their mobile phone to access the internet. These statistics put Spain ahead of both the UK and the US, which traditionally have been thought of as the driving force behind mobile internet in the West.
“Providing a positive customer experience on a small screen isn’t easy when most organizations websites today are built to include a complex array of product offering, sales advice and customer service,” says Andy Peart, CMO of Artificial Solutions. “Even with today’s easy zoom options, navigating a website on a screen no bigger than a credit card is a challenge. With 89% of people saying they would potentially buy from a competitor if they could not get their queries answered online, simplifying the process is a top priority.”
NLI helps to bridge the gap between complex online knowledge bases and impersonal customer self service by providing an intelligent, sophisticated, humanlike, automated interaction. From answering questions about products and services to seamlessly integrating into customer account information systems, NLI delivers the artificial intelligence missing from most online mobile operations, allowing users to find the information they want, when they want, fast and easy.
“Those companies that have adapted their strategy to enable customers to have quick access to relevant information using natural language technology are increasing sales and winning customer loyalty,” concludes Peart.
To help organizations understand the challenges facing them over the next few years and to discover how customer service can be transformed into a key differentiator, Artificial Solutions has made available for download a white paper entitled ‘The Future of Customer Service and the Role of the Intelligent Virtual Assistant’.