Johannesburg, 02 Apr 2015
The mobile revolution has fundamentally changed the practise of customer engagement in South Africa. Mobile penetration currently sits at 133%, more than one phone per person. According to On Device Research, 63% of Kenyans, Nigerians and South Africans state that mobile Internet has "greatly improved" their lives. This is in stark contrast to only 40% of those in the UK who have the same sentiment.
These enlightened citizen are starting to demand mobile customer journeys in their daily lives, especially when it comes to booking service times and making sure those services are effectively delivered. A mobile customer journey management solution is the glue between the virtual and physical world that empowers customers to act more freely, reserve a time with a service provider, and understand where to get the fastest service. It is a powerful tool that not many South African companies have fully exploited, despite its clear competitive advantages.
A great example of this is a mobile queue where customers can join the queue on their phone, get directions to the location and receive continual updates on when it is their turn and how long they have to wait. This saves time and energy for both the retailer and the customer, a win-win for all. However, it is crucial for service providers to manage these customer journeys in an efficient way. It needs to work better than before the system was implemented or companies will experience a negative backlash. The main reasons these systems can fail is that many companies don't have a robust and dynamic queue engine in place.
It is imperative that companies explore opportunities with mobile and allow their customers to make appointments online and on their phones. Just as long as you remember the customers arriving at your location without appointments, who are equally important, if not more sometimes, as your customers arriving through mobile journeys.
Please contact info@emergequeue.com for more information on Qmatic products in South Africa.
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