As customer experience management becomes more of a significant issue in contact centres around the world, communications solution Talkdesk have introduced "Context Mobile", to better-empower customer service agents. Context Mobile appears as part of the overall Talkdesk Context suite, which provides real-time information on customer activity.
The idea behind Context Mobile is that agents will be able to access up-to-the-minute information about the user they're speaking to, to deliver more relevant, personalised support. Agents become more efficient, and customers get faster, more accurate support.
A Proactive Approach to Customer Service
Importantly, Talkdesk considers Context Mobile to be a "real-time" solution to managing customer interactions. Unlike analytics into customer journeys that require agents to look back over previous experiences, the Context Mobile service means that Talkdesk users can view information about in-app activity from a user before they even answer a call.
From the moment a customer tries to connect with an agent, Context Mobile will give them direct access to all the critical information they need to know about the caller, including their address, name, and account number. It's simultaneously a CRM system and mobile solution, giving agents the insight to begin solving an issue the moment they pick up the phone.
The Potential of Context Mobile
To put the possibilities of this new Talkdesk development into perspective, let's imagine an example:
Say you were trying to book train tickets through an application, but you didn't want to complete your purchase before checking if the train has a charging station for your laptop. Calling the company would traditionally mean going through a range of different processing requirements, where agents ask repeated questions about your name, order number, and more.