The Impact of Mobile Apps on Customer Service
The way the world of business and consumer culture is expanding, one of the most important things that business owners are concerned with is customer service. This is because it has become more important than ever for businesses to provide customers with the very best in customer service if they want an edge over their competitors.
The modern customer is far more demanding than anything the world of business has seen before. The internet has created a need for instant gratification. Customers want their complaints to be addressed pretty much immediately, and they also want the process of approaching a service for support to be as simple and intuitive as possible. Indeed, one of the biggest reasons for app abandonment is a lack of adequate customer support.
One thing that companies working in the mobile app market need to understand is that there is no such thing as a unique app. No matter what your app does, there are probably dozens if not hundreds of other apps doing the exact same thing. The market has reached a saturation point at an unheard of pace. Hence, top notch customer service has become one of the most important things you need to focus on if you want a higher engagement and retention rate among your users.
And the great thing is that it is now legitimately easier than ever to give your users good customer support. This is because of the fact that we have services like Kayako that offer the best live chat software money can buy, which can streamline and optimize the customer service you provide. Listed below are some ways in which mobile apps can help you improve customer service and make it something that will give you an edge over your competitors.
#1 Automate Your Day to Day Business Operations
One of the most pertinent benefits that mobile technology can provide is that it can automate the various tasks that you would otherwise have had to perform yourself. Things that formerly required manual operation such as checking the times at which your employees are clocking in and getting reports on the day’s work as well as the recording and storing of various kinds of data will become a great deal easier.
The main benefit of this is that it saves man hours. You can take the time that your employees would have otherwise spent doing things like recording the complaints they get or searching for a solution and devote it instead to more personalized service for the people phoning in. A mobile app can greatly help this process because it will create a centralized location from which all of this data can be procured for later use.
One great thing about mobile app use in this field is that there really is no end to what you can accomplish. You would be able to have serve customers over the phone, through the aforementioned live chat software, as well as a variety of other means that would allow your customers to interact with their customer service representatives in any way they choose. Mobile apps also allow you to enter the world of social media. Having a presence on social media is no longer something that you can afford to skimp on. It is a necessity for the continued success of your company, and a mobile app can greatly improve your chances of succeeding in this area.
A mobile app will also make it a great deal easier for you to manage your employees. You will be able to get a list of all of the tasks that they have worked on at any point during the day, and you would be able to use this information to gauge whether the employee you are reading about is doing well or if they need to be placed somewhere else in order to take advantage of their unique talents.
It is important to develop a custom mobile app. Doing so will allow you to save time and money in your quest to give your customers the best service possible. Remember to reinvest this time in things like personal interactions with customers. This is the one thing that apps can’t do, but they can at least give you the time to do it.
#2 Make Self Service a Real Possibility
If a customer calls an actual person and asks them what the menu is, the process will be quite tedious for both of the involved parties. The fact of the matter is that an app can deliver a menu to your customer in a much faster way. They would be able to use the app to check through what is available and then order whatever they want and have it delivered. It is important to remember that personal interactions are not important all the time. Placing an order can be done in an efficient and impersonal way, especially if the delivery is going to be personal as are situations where a customer might have a complaint about something they have ordered.
Making self service possible is going to essentially remove a barrier that stands between your customers and the products and services you offer. This barrier is an inefficient platform for communication. Remember to incorporate personalized service in situations where a complaint or special query has arisen. These things are still better tackled by real human beings, offering a self service menu might not be the best solution in these cases.
Whether you use the mobile app to connect customers to a representative using a live chat feature or you just take a leaf out of the previous tip’s book and just automate the whole process, an app can make self service infinitely easier and will reduce the number of man hours that have to be spent on such situations.
Self service through a mobile app will make the recording of customer complaints a great deal easier as well. Tickets can be generated and automatically forwarded to a team that will attempt to ascertain what the appropriate response would be in this situation. Each ticket will be given a unique ID which can be cross referenced with the person that handled the complaint in order to check employee performance.
Queries and problems will also end up being solved a lot more quickly which is definitely something that a lot of people will appreciate. The reason for this is that once a ticket is generated, the system will forward it immediately to the relevant department. This will be marginally faster than what a human being would have been able to do, which will eventually add up and greatly reducing the overall time spent in this process.
Furthermore, any agent that gets assigned a query or problem will find all of the information about the customer that they might need right at their disposal. This includes any previous complaints they might have had, what exactly the product they bought is, where they bought it from, how often they purchase from your company and a lot more. All of these things will help your human CSRs deal with the customers you are getting a lot more effectively than they might have been able to otherwise.
#3 Offer Services 24/7
As has already been mentioned before and as you probably already know quite well, the modern consumer demands instant gratification. This means that if they have a problem or query at, for example, three in the morning, they are going to want an immediate response. Because there is a demand for this service, not offering it is going to put you at risk of sliding behind your competitors. Hence, it is essential that you work towards providing customer support twenty four hours a day, seven days a week.
That being said, the main problem that companies face with this kind of demand is that it ends up demanding too much of their employees. It’s important to remember that this isn’t just inhumane, it is going to result in bad work as well. An overworked and exhausted employee is probably not going to be able to do their job as well as they need to. It can also lead to short tempers and resentment which are two traits that need to be kept as far away from customers as possible.
A mobile app can let you ease the load a bit and still provide high quality customer service at all times of the day. It can at least record queries and complaints and issue tickets, so even if you have employees pulling Sunday shifts they don’t have to work as hard and can thus focus on doing the easier job they have to the best of their abilities.
Mobile apps have ushered in a completely new era of customer service, one that is ripe with new possibilities. It is important to incorporate the functionality of mobile apps into your customer service ecosystem so that you can serve your customers in the best way possible.