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Mobile Payment

Help! Customer Support for a Digital World.  Part 1

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Help! Customer Support for a Digital World. Part 1

An Omni-Channel Experience Needs to Consider Customer Support

When designing an omni-channel experience the focus is typically on the sales process and how customers can buy products and services easily through multiple channels. However, it’s important to ensure that the customer experience doesn’t falter when it comes to support.

From a support perspective an omni-channel experience doesn’t need to cover all channels. It’s more important to carefully select relevant channels and ensure that customers receive consistent, high quality service.

For effective self-service, all channels will need to be integrated to provide customers with the same information, messaging and experience regardless of the channel that they’re using.

When it comes to customer service delivery via call centres, email, web chat or social media the information provided, response times and service levels will need to be of a consistently high standard.

 

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Mobile Wallet Wars:  Apple Pay vs. Samsung Pay vs. Android Pay

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Mobile Wallet Wars: Apple Pay vs. Samsung Pay vs. Android Pay

Samsung Pay

One of the key differentiators for Samsung Pay is the incorporation of Magnetic Secure Transmission (MST) technology, which it acquired through its purchase of LoopPay earlier this year. Whereas Apple Pay and Android Pay require NFC capable payment terminals in store, Samsung Pay can also operate with magnetic stripe terminals, providing compatibility with a considerable number of terminals that don’t yet support contactless payments. This feature gives Samsung Pay broader acceptance, with retailers being able to accept Samsung Pay without having to upgrade their payment terminals.

Another interesting extension of Samsung Pay is the partnership with PayPal which will allow users to purchase apps and content on a select number of Samsung Smart TVs using a stored payment card and PIN authentication.

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