Gartner: 10 mistakes leading to mobile customer service failures

The misconception that any good application can also make a good mobile application is causing mobile customer service to fail, according a new study from Gartner. According to the research firm, organizations looking to go mobile need to focus on supply, demand, control and risks. ";If done well, mobile solutions can expand the channels of communication with customers, employees and business partners, and can result in better customer retention, increased sales, improved employee productivity, and more," said Johan Jacobs, research director at Gartner. "Done poorly, mobile solutions can very easily destroy your customer service reputation."Gartner has identified 10 major mistakes that lead to the failure of an organisation's mobile customer service. Release