Where are organizations in providing mobile customer service? According to a recent ICMI (International Customer Management Institute) study of contact center professionals, only 25% of companies currently have a mobile customer service strategy in place, while 33% are in the planning stages. But over half of all respondents (55%) said that their mobile customers expect the same level of service from mobile as from other channels.
So … expect a lot of development in this aspect of customer service, in coming months. And it’s happening none too soon—according to Nielsen data (Q2 2012) 54.9% of U.S. mobile subscribers own a smartphone, and some analysts predict that smartphones will become the fastest spreading technology in human history, to date.