How to Maximize Human Interaction in Wireless Retail
Technology has evolved to become a critical part of our everyday lives, and this digital transformation is affecting every aspect of society—including wireless retail. But, even as businesses transition toward technology, nearly 70 percent of consumers say they’re still looking for true human interaction during the sales process.
While the retail industry has had to constantly transform throughout its history, customers’ desire for a great service experience hasn’t changed a bit. Here’s how wireless retailers can meet the challenges of digital transformation and still maintain interpersonal relationships with customers.
Today’s technology offers a lot of options to communicate with consumers, tools like live chat and social media. But even with access to these convenient resources, 86 percent of consumers still prefer face-to-face or real-time voice communication for their service needs. If a consumer purchases a wireless device and experiences an issue or has a question, a chatbot shouldn’t be the only option available for help – a warmer, real-time service experience should always be just a phone call away.
Jon Mikow is Vice President of Wireless at Fortegra Financial Corporation (a Tiptree Inc. company). Fortegra® and its subsidiaries comprise a single-source insurance services provider that offers a range of consumer protection options including warranty solutions, credit insurance, and specialty underwriting programs. Delivering multifaceted coverage with an unmatched service experience for domestic and international partners and their customers, Fortegra solves immediate, everyday needs, empowering consumers to worry less and Experience More.