Mobile VoIP 'could help customer service'

Businesses may be able to improve their customer service through the uptake of mobile VoIP, it has been claimed.

Director for customer interactive solutions at Dimension Data Howard Spink argued that mobile VoIP could help to support better customer service as it can extend to a mobile workforce.

He noted that it can help to extend customer services to a wider range of experts, meaning that customer service calls may be resolved on first contact, which helps to keep clients happy.

"Getting the answer to your query during the first call you make to an organisation is a real trigger in high customer satisfaction," he said, adding that experts contactable via mobile VoIP could be able to help resolve more queries on first calls.

However, it would be necessary to ensure such experts were able to always show whether or not they were available to take a call - something a unified communications solution may be able to help with.