Nuance and WorldManuals Partner on Mobile Customer Care Solution
Nuance Communications and WorldManuals, a Copenhagen-based company that specializes in delivering mobile device support solutions, today announced a partnership to provide access to relevant and timely customer support content delivered through Nuance Mobile Care.
The partnership expands the self-service capabilities of Nuance Mobile Care by providing WorldManuals’ visual display menus on the mobile screen, based on the relevancy of the subscriber’s customer care request. This joint offeringby Nuance and WorldManuals provides the subscriber with additional methods of self-solving problems without needing to speak to a live agent.
Already embedded on millions of handsets worldwide, Nuance Mobile Care offers subscribers an engaging, intuitive interface to self-solve problems and obtain relevant information, such as billing details, plan upgrades and diagnostics, directly and instantly on the handset. In fact, Nuance Mobile Care can resolve more than 60 percent of the calls that would otherwise go to a live agent within the mobile operator’s call center.
“Recent studies show that people are more receptive to accessing customer care via their mobile because it’s quicker and easier for fulfilling simple requests,” said Bob Wise, senior vice president and general manager for Nuance Mobile Care. “The contact center is crucial to customer loyalty, and the mobile device has opened up a new and increasingly preferred channel for creating positive customer experiences.”
Contacting the call center with the mobile device has grown 74 percent since 2007, and this trend will continue since the majority (68 percent) of subscribers contact call centers for basic information that can be resolved directly on the mobile device. A recent study on consumer attitudes towards Nuance Mobile Care, carried out by Added Value, revealed that:
- 62 percent of respondents preferred Nuance Mobile Care versus talking to an agent or using Web self-service, specifically in terms of ease of use (70 percent), ease of understanding (64 percent), speed (55 percent) and likelihood to use (61 percent).
- 59 percent of respondents said that handset self-service would be their preferred channel of customer care, compared with only 34 percent that would choose to deal with a customer service agent.
“We have seen an increasing appetite for on-device support in recent years, said WorldManuals’ CEO Thomas Thrane. “The partnership with Nuance and the integration with the intuitive interface of Mobile Care will enable us to satisfy this rising demand and bring further enhancements to the market, such as context navigation of support content, and device troubleshooting to enable customers with solutions that are relevant to their device usage.”