Both articles focus on the value of what we call "proactive customer service" -- that is, not waiting for an event to offer specific, customer-focused attention.
|Mobile Enables Proactive Customer Service moments!|
A recent Innovative Retail Technologies article sparked a new thought: the value of mobile relative to proactive.
Have you heard of the "First Dibs Opportunity" study suggesting 46% of mobile usage sessions start with no real aim? Author Christine Kern also mentions 70% of respondents use their mobile devices to "kill time."
The study concludes "if smart phones were smart, they'd do a better job of giving us something useful!"
On the other hand, software can help builders turn mobile time into proactive customer service moments! Your homebuyers can grab a minute or two, while waiting in line at the store, to check out stage of construction photos. And, can't you see your buyer getting excited to see a completed roof and turning to the next shopper and saying, "Check this out! My new home's roof was just finished!"
That's a refer a friend moment! Or, how about the impact of a homeowner browsing their service requests while getting a hair cut and seeing a completed service request complete with photo? Wouldn't that be a "Wow! My builder is letting me know the bathroom repair is complete!" moment?