Google’s Global Product Lead, Chris Vennard, predicts mobile calls from search will double to 86 billion annually by 2018. Vennard, who heads up Google’s Call Ad product, spoke with me about improving the user experience with customer support.
“Nobody will disagree when I say the world is going mobile,” he said.
Vennard outlined several options to enhancing the customer journey – and they begin and end with mobile. First, a ‘bail out’ function is important. Mobile users visiting a company’s website should always have the option to hit a call button to automatically connect them to an agent for help. The next step will be to show the agent their search history.
During the interview, which can be seen in a three-part series on www.CallCenterWeek.com, Vennard went on to talk about the difference between mobile apps and mobile webpages and the benefits of these strategies.
I broke some rules when I chose my company’s name. First of all, I knowingly used a name that already existed. On top of that, I’m using my initials. I don’t care for two reasons; hrh media is named after its founder, Hannah Rebekah Hager, and that founder also happens to have the initials of Her Royal Highness. I’ve been playing that card my entire life and I wasn’t about to stop it because some other business also has my initials.
Don’t follow my suit. When it comes to your customer, and the likelihood of them finding you in the virtual world, you need to remove as many roadblocks as possible on their route to your website.
Your business name = Your domain name
When you meet someone you’d like to do business with, the first thing either one of you do when you return to your computer is Google one another. You might not have had a business card at the time, they might not remember your name, but hopefully they will remember your company’s name, “I Write Good.” Chances are they’ll look you up on a search engine or type the URL directly into their browser. When http://www.IWriteGood.com doesn’t automatically show up — or worse, your competitor’s website does instead — its over for you. Your business name should equal your domain name. One more thing; be a .com. No one really trusts a .biz or a .net.