Omni-Channel Customer Engagement Article

Pokemon Go Provides Contact Centers with Customer Insight

August 24, 2016

Whether you love or hate the phenomenon that is Pokémon Go, there’s no denying that the game has taken off since its release last month. With over 100 million downloads in July alone and the fact that it brings in $10 million in revenue on a daily basis, it’s clear that the AR experience is beloved by a good percentage of people. Although those of us who don’t play stare at people walking around catching the little monsters with something between amazement and annoyance, there is a lot to be learned from the game. In fact, contact center leaders should take note of the game’s popularity, and work some of its findings into their own practices.

You may think I’m crazy for suggesting that Pokémon Go and contact center customer service have anything to do with each other, but bear with me for a few minutes. The game is really just a simple AR application, but its popularity points to a bigger fascination with the technology that you can leverage to better interact and work with your customers.

First of all, it’s no secret that customers are going mobile. Whether they’re walking around catching Pokémon on their smartphones or surfing the Web, most people spend a lot of time on mobile devices. You can take advantage of this trend by optimizing your website. Your site should be mobile friendly so that customers are not discouraged from visiting it. There’s nothing worse than trying to go to a website, only to find that it loads slowly or doesn’t have an easily-navigated mobile layout.  The more mobile-friendly your customer support, the more customers you will have. You should also update your IVR system to utilize conversational commerce and chatbots to boost visibility.

Secondly, service needs to be available anytime, anywhere. With the whole world going mobile, everyone is used to getting what they want, when they want. The idea of having instant access to information or, in this case, customer support, is appealing. Pokémon Go has great online-to-offline (O2O) interactions, and these same techniques can be put in place by customer support centers to guarantee a great customer experience. Offering services online that will benefit people offline is a surefire way to ensure customer happiness.

Finally, one of the best parts of the game is that it allows people to play in a group or alone; it’s completely up to them. Contact centers can follow this lead by offering self-service options for those who prefer to solve problems through prompting, while person-to-person offerings can cater to those who would like some more human interaction.

There are plenty of lessons to be learned from Pokémon Go, which Tim Dreyer (News - Alert) discusses in his blog for aspect; these are just a few of the highlights. AR is growing in popularity, and we’re sure to see a lot more of it in the coming years. Why not jump on the bandwagon early, and utilize the power of AR to better your contact center?

Edited by Maurice Nagle
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