Move Over, Siri: The New Breed of Mobile Holiday Helpers
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James Keller
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If early feedback holds up, mobile users will come to expect Mayday-type of live video assistance whenever — and wherever — they need help. Unlike other forms of customer service such as email, live video assistance offers instant gratification and a more personal experience. It's similar to being in-store and having an associate assist with a sale or product question. Live assistance sessions have proved to be a profitable investment for retailers for years, beginning with live chat and evolving to include co-browsing sessions and now live video. Furthermore, as mobile is quickly trending to become the dominant channel for e-commerce, live video assistance on mobile devices is being touted as the future of customer service.
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- Companies:
- Amazon.com
- Places:
- U.S.
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