Is This Next?

Is This Next?
Originally uploaded by camminges

More and more consumers are dumping their land lines and just using their cell phones as their main point of access. I stop putting my work number on my business cards. I use my business mobile number instead. I rarely use my business phone. Why? My cell phone has become the gateway to and from the rest of the world. Having text messaging and an Internet browser all wrapped up in a cell phone gives me the basic tools I need to interact.

Customer access channels such as online chat, secure email, and interactive wikis are experiencing phenomenal usage rates. Personally, I prefer to utilize these types of channels in lieu of picking up the phone and calling the 1-800 number. Who's got time to wait and navigate through all the phone trees?

Adoption rates by corporations building these access channels are skyrocketing. About two years ago, FORUM Credit Union implemented an online chat system for its members. The usage went through the roof in a short period of time. They were seeing 200-300% increases every month.

The challenge in adopting all these service channels means that disparate systems are also being created. Another silo in the abyss of silos. Member service systems need to find a way to integrate with these new channels without a member service representative logging into another system. One less icon on the desktop will make member service representatives very happy.