Bad mobile services harm customers’ loyalty

Automisation and intelligent agents reduce the amount of human interaction when it comes to service. Even if sensors, virtual shop assistants and search machines take over two thirds of the interaction with customers, companies still should focus on key customer experiences that profit from human interaction, according to Gartner. Thanks to the growing dissemination of mobile phones, video chats could help to support brand presence emotionally.

Source: gartner.com