“Frictionless Mobile Support Experiences” Recap

Hear from industry leaders like Matt Stein, VP of Products at Metromile, Sarah Feldman, Head of Customer Care at Visible by Verizon, and Paul Teshima, Chief Client Experience Officer at Wealthsimple on what it means to deliver frictionless mobile support experiences.

Watch the full episode on demand. In the meantime, here are some of the highlights:

1. Start users on your app as soon as possible in the customer journey.

“We want to get the app in our users hands as fast as possible and educate them through the onboarding experience so when the time comes, they pick up their phone not to call a 1-800 number, but to use the Metromile app.” – Matt Stein, Metromile

2. Friction aside, you won’t even have customers if you don’t have trust.

“We are an all digital wireless carrier. We don’t have stores. We don’t have a 1-800 number, so it’s really important that we get it right when our members begin that journey with us.” – Sarah Feldman, Visible by Verizon

3. Empathy is not just about being nice.

“When a user has issues, one of the first things you want to do is give them that feeling that you value their time and that you’re there for them, and you want to do it where they are, which is inside the app.” – Janice Le, Helpshift 

4. Bots and agents should work together to make the mobile support experience seamless.

“Bots shouldn’t be seen as obscuring agents, but as helping to speed up time to resolution.” – Janice Le, Helpshift 

5. Data is key to improving the user experience. 

“We have these Tuesday homework sessions where Customer Service and PMs show up and they actually give each other homework to improve the user experience.” – Paul Teshima, Wealthsimple

Watch the full episode for more details on providing frictionless mobile support in the car insurance, telecom, and financial services industries.