Before I get underway with some amazing stats related to social media and mobile apps as service channels, I need to say that my dream has come true and in addition to this blog, I have now a blog dedicated to talking about Women in Business with a massive focus on Fashion. Please provide the following link to all women you know who want to know how to dress and behave to be successful at work, but more importantly it will share outrageous stories of wardrobe malfunctions in the work place. I did originally call the blog, Camel Toe, however the women’s network it is associated thought that name inappropriate (I still can’t figure it) so it is now called Devil Wears Grey. Check it out

In March I will be heading to The 3rd Global ContactForum in Mexico to talk about social media and the rise of mobile devices as customer service channels. The Central and South American contact centre industries are extremely interested in the world of apps, much more than Australian, Kiwi or US consumers. Here are some of the key insights I will share:

There will be 16billion smart devices by 2013 (Gartner)

22% of total time consumers spend on the internet is social (Nielsen Wire)

There are at least 19 consumer channels that can be handled by the contact centre:

1. Voice : caller to live attendant
2. Voice : caller to IVR
3. Voice : caller to Speech
4. Voice : click to talk
5. Voice: caller using VOIP
6. Web-self service
7. Video: caller using video to CSR
8. Video streaming
9. Web Chat
10. Virtual Web Chat
11. Instant Messaging
12. Remote Assist
13. Co-browsing
14. SMS
15. Facsimile
16. Email
17. Letter
18. Social Media
19. Voice from mobile app

The greatest users of social media as a service channel: 8% of Gen Y

Countries most actively using social media as a service channel: Mexico 17% and Brazil 10% of consumers Channels that consumers are happiest using and think are lowest effort (which are the attributes that drive strong consumer engagement):

1. Web-self service
2. Phone
3. Social media

Crappest channels for happiness and low effort (ie not happy and take high effort):

1. Fax
2. IVR
3. voice and IVR

Email rates as low effort and low to moderate happiness.

Organisations with mature service strategies have higher levels of:

• Mobile Apps
• Social networks
• Remote Assist
• Online forums
• Web chat
• So interesting.