As of the end of 2014, almost two billion individuals own a smartphone globally, a figure expected to reach five billion by 2019 (Forrester Research Group). And as technology becomes faster and more efficient, and consumers continue adopting the latest devices on the market, businesses are increasingly seeking ways to connect with their customers using this relatively new channel. In fact, according to recent Forrester Research report, “Trends 2015: The Future of Customer Service”, adopting a “Mobile-First Mindset” in customer service is one of the key trends facing the customer service space over the course of this year. And with increasingly connected, mobile, and demanding consumers, businesses must learn to embrace mobile customer service quickly in order to remain relevant within their respective industries.