Part Three of Why Focus On Information Systems?
Aside from the constantly increasing scale of data and operations and the changing expectations of customers, how people interact with organizations also greatly affects the impact of current information systems. Customers are increasingly becoming focused on social media and mobile platforms and this influences how they interact with organizations. Direct communication is now made with a few clicks of a button and responses are expected in almost real-time. This evolution in consumer interaction results in a need for a different kind of information system.
Changing Social Interactions
As more social platforms arrive and become widely used, organizations are given opportunities to interact with their customers in many varied ways. From photos to live videos, the growth in available social channels means that consumers are also able to talk about products and companies, as well as offer reviews, in different forms.
The majority of social media platforms are manually being monitored by hired staff. They go through mentions, shared posts, and other forms as they respond to consumer concerns. But as the scale increases, the amount of data will soon become too much to handle for regular employees. Adding more employees is an impractical and inefficient solution to meet the growing number of consumer interactions. A new kind of system is needed to support these varied interactions instead.
Changing Mobile Interactions
Mobile devices are fast becoming the primary means of communication, content creation and business dealings for a substantial number of people. From checking maps of their commute to authorizing multiple bank transactions, tasks that were previously possible only on desktop computers are now able to be done on mobile devices. Now that the majority devices are constantly connected online, how customers interact with organizations has greatly changed.
Since interactions coming from a mobile device can be sent anytime and from any location, having an information system receive the data and automatically respond to it is the most practical choice. These smaller devices often come without physical keys, so recorded gestures, automatic responses and other behavior that learns from users all contribute to a satisfying customer experience. The organization’s systems that interact with mobile devices need to respond more intelligently compared to systems that only interact with those who use computers.
Can your current information systems tackle the current and future changes in consumer interactions? Let Decision Management Systems help your organization boost customer relationships. Contact us for a free consultation.