Today’s customers are in control, and they choose when and how they interact with companies. Mobile devices, social networking and the cloud are driving widespread change in personal and workplace communication. Who hasn’t done their banking on their phone or taken to Twitter to voice their pleasure (or displeasure) with their airline?
This shift has changed expectations for customer service. Customers expect a consistent, integrated and seamless multi-channel customer service experience that they can manage right from their phone or tablet. Companies must be nimble enough to keep up with customer preferences and enable customer service via mobile devices. And, research shows that customers prefer self-service now more than ever and want to be in control of their accounts 24 / 7.
Konica Minolta has listened to our customers’ needs for virtual customer service. Our customer journey mapping analysis illuminated the need for us to expand our own digital customer service experiences beyond our MyKMBS.com customer portal to meet their needs, leading us to launch our new MyKMBS mobile app. The MyKMBS app is a game changer. Available for both iOS and Android devices, it can be downloaded for free from the App Store or Google Play. Customers can now manage their devices while on the go, right from their smartphones!