Add Customer Care to Existing Mobile Apps with My:Time 2.1 SDK

RESTON, Va., Sept. 23, 2014 /PRNewswire/ -- Contact Solutions, a leading provider of effortless and sustainable cloud-based customer care solutions improved by business intelligence, has announced the latest version of its My:Time™ mobile customer care solution, My:Time 2.1.

To view the multimedia assets associated with this release, please click: http://www.multivu.com/players/English/7330551-contact-solutions-latest-version-of-mobile-customer-care-solution-app-my-time-2-1

A patented mobile care solution that places the customer fully in control of customer service interactions, My:Time includes a cloud-based mobile engagement platform, an agent desktop portal, and native mobile app capabilities for iOS and Android™. My:Time 2.1 introduces a software development kit (SDK) that enables mobile developers to add My:Time customer care to existing mobile apps with just a few lines of code. Including the SDK in existing mobile apps allows for users of that app to get customer support without leaving that app.

Today, the vast majority of mobile apps force consumers who need assistance to stop what they're doing, leave the app, and place a phone call in order to reach a live person. This creates a fractured brand experience that requires more effort for consumers to get the help they need. Consumers must start their transactions all over again after reaching live agents who have no idea what occurred in the mobile app prior to the call. Worse yet, consumers may not bother to call customer support but leave a permanent poor rating and review for all potential new users to see and decide whether the app is worth downloading. With the addition of the new SDK, My:Time 2.1 eliminates this extra effort and frustration and provides better, more seamless customer care within existing or new mobile apps, promoting a positive brand experience and increasing customer engagement and satisfaction.  

Services enabled by My:Time for existing or new mobile apps include:

• Direct App2Agent™ Communication with customer service representatives via text chat, voice memos, and images without leaving the app. There's no need to re-authenticate or repeat information once the customer reaches an agent.
• Smart FAQs that allow businesses to categorize and file frequently asked questions so customers can browse and search answers quickly and easily within the app and increase self-service
• Full Interaction History of conversation and activity records is visible to both the customer and the customer service agent. There's no need to repeat information if a transaction is interrupted and later transferred to a different agent. This also reduces misunderstandings that lead to time-consuming escalations in the contact center.
• Notification Center: Order history, resolution status, and marketing notifications are available to notify customers of relevant activity, all within the mobile app.
• Start-Stop-Resume™: My:Time allows consumers to start a customer service interaction, stop if they get interrupted, and resume at their convenience, eliminating the frustrations of waiting on hold, having to start over, and needing to stay engaged for the entire service interaction.

In addition to being able to integrate to existing mobile apps, the My:Time customer care solution is also compatible with existing agent desktops via integrations to enterprise CRM and contact center software. 

"Retailers, banks, and enterprises of all kinds are investing millions in their mobile experience, yet when it comes to customer care, they are falling short," said Michael McShea, SVP, Marketing and Product Management, Contact Solutions. "My:Time 2.1 gives organizations the customer care functionality that consumers expect – the ability to solve problems when and how they want, on their own time, all without ever having to leave the app. This newest version is full of features that will help businesses create an even better and more complete mobile customer experience, even if they already have a mobile app."

"Businesses that lack mobile customer care are providing a fractured brand experience and increasing barriers to consumer engagement," said Maribel Lopez, Principle and Founder of Lopez Research. "Removing this barrier can help drive adoption, increase app engagement and utilization, and ultimately increase self-service and stickiness." 

For additional information on My:Time 2.1, as well as other Contact Solutions offerings, please visit us at www.contactsolutions.com.

My:Time is a trademark of Contact Solutions.  Android is a trademark of Google.

About Contact Solutions  
At Contact Solutions, we believe customer care should be effortless for the customer and sustainable for the enterprise. Our cloud-based, voice and mobile customer care solutions reduce effort through highly personalized self-service and agent-assisted experiences, provided at the convenience of the customer. We use business intelligence to continually improve and optimize customer care so enterprises can achieve superior results at sustainable cost, while adapting quickly to rapidly changing customer demands. www.contactsolutions.com

To view the multimedia assets associated with this release, please click: http://www.multivu.com/players/English/7330551-contact-solutions-latest-version-of-mobile-customer-care-solution-app-my-time-2-1

SOURCE Contact Solutions