Save or Share this Report

For eBusiness & Channel Strategy Professionals

Extending Online Customer Service To The Mobile Channel

An Empowered Report

September 9, 2010

Primary author headshot


  • By Diane Clarkson
  • with Julie A. Ask,
  • Elizabeth Stark,
  • Brendan McGowan,
  • Patti Freeman Evans

Why Read This Report

eBusiness decisions to employ mobile commerce, apps, and self-service features have garnered the lion's share of mobile strategy. But what happens when users need customer service from within a mobile Web site or app? Those customers need immediate and contextual assistance. As the mobile Internet and customer service technology continues to grow, mobile customer service will become a more pressing priority. Savvy eBusiness professionals understand the potential benefits of extending online customer service channels to support mobile goals and organizational customer service goals of driving sales, deflecting call center costs, and improving customer satisfaction.

Get Access

Already a Client?

Log in to read this document.

Become a Forrester Client

Customers are the new market-makers, reshaping industries and changing how businesses compete and win. Success depends on how well and how fast you respond. Forrester Research gives you insights and frameworks aligned to your role to shorten the time between a great idea and a great outcome, helping your teams win in the age of the customer. Contact us to learn more.

Purchase Report

This report is available for individual purchase ($499 USD).


Table of Contents

  • The Mobile Internet Is Becoming More Important To eBusiness
  • The Mobile Internet Will Change How Your Customers Expect To Be Served

  • Mobile Customer Service Will Have Far-Reaching Implications
  • Supplemental Material
  • Related Research Documents