Most smartphones contain a myriad of apps that can cater to every whim and wish of the user - but most remain redundant.
The question then becomes: how can companies or creators behind the app ensure that their app shines the brightest in the self-service world, and "fulfils a particular purpose", so that when it is used on a mobile device it obtains the best benefits for a business in addition to satisfying the requirements of customers?
According to Ayesha Borker, an expert in self-service applications across all major vendors in the contact centre industry and a solutions consultant at Ocular Technologies' partner company, Aspect, to maximise the use of apps the following needs to be in place:
Instant access: Apps that can be accessed instantly and disposed of after using are clearly the way forward. They are light to use and time-saving.
Predictive feature: It is important that apps behave as per a customer's needs and requirements instead of being static concepts forcing one to work as per their will.
Platform agnostic: What is even more important is that apps are independent of the platform they work on.
"Disposable apps are actually links that can be accessed on any phone or device that has Internet access," says Borker.
Connectivity to the contact centre: She highlights an app having constant connectivity to the contact centre gives it an edge that completes the entire customer service cycle.
"If agents are aware what a customer was doing on the app before approaching them, it makes the engagement and query resolving process even faster," she says.
Apps are still undergoing a magnificent evolution and will continue to do so. In this world of infinite competitive apps on a mobile platform, it is however, adapt or become obsolete.
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