Customer service has now irrevocably changed from call centres to apps. More and more people demand instant information rather than a distant security obsessed call centres who probably can’t help you anyway!
Instant customer feedback, transactional changes, information on the go is the new customer service that people expect. Unfortunately this is not available from a call centre. Only an app can give you this.
In a recent survey by Nuance Communications for example more half of Australians (2nd highest penetration of smartphones in the world behind Singapore) preferred to access customer service information through an app rather than a call centre.