How Mobile Apps Can Affect Customer Service?
Published on 25 March 15
Tripti0
Customer Relationship is undoubtedly one of the imperatives for a successful business. Moreover if you happen to have a mobile app for your business, you can very easily leverage it to woo your customers and hold on to a happy base of clientele. Give them a sense of satisfaction by being there for them 24x7!
Mobile apps can vastly influence your customers’ perception about your organization. Here are some pointers as to why:
- They are instant! Customer queries can be handled promptly with an app already residing in your customers mobile. Some of the common FAQ or queries can be resolved in seconds. Customers will love you for giving them a quick worth of their money. Dominos mobile app does it quite intelligently by giving an option to its customers to order and track their pizzas on the phone. The thought of my pizza being only a few clicks away, is simply a delight.
- Some services/products which may not necessarily require a face-to-face interaction or even a phone-call can provide self-service to your customer. This eases the process and your customer has a quick resolution for his/her problem. It is a great way to guide customers without employing agents to solve their problems and hence some bucks go back into your pocket.For example Bluedart has its very own mobile app which lets you track your package. Now you need not call or make visits to its office to know if your package reached or not.
- Mobile apps generally have a superb user experience. Your after-sales services integrated into your customer’s mobile can provide a great way to interact with him/her. The effortless experience makes you more memorable in your customers head! Considering the above case of Dominos mobile app, the customer is very smoothly guided from the mouth-watering menu till the payment gateway.
- Mobile apps not running on web can be beautifully used for information dissemination and an ongoing support. The offline advantage gives you ample of opportunities to cater to your customers. Dell has leveraged this advantage by launching Dell Tech Tool and Dell QRL. These apps provide an offline database of information and videos about their computers and how to troubleshoot them instantly.
These are few but effective features of mobile apps one can cash on. Now either these benefits could be harvested by your own mobile app or can be outsourced.
So now that you can efficiently handle the front-end, there are mobile apps in the market which a business can use at back-end to provide excellent service to their customers. All you got to do is connect these to your already running customer service channels. The app will integrate these channels into one common system to enhance your customer support with timely replies and real time interactions. Here are some apps I explored which do that:
Desk.com Mobile
This mobile app available on iOS, Android and Blackberry can manage your customers on the go. One can email or message customers and also make notes for other team members to handle queries. It does so while maintaining customer profiles to help you track your customers and provide a personalized service.
UserVoice
With Instant Answer Technology, the app reduces ticketsby showing users relevant articles from knowledge base and ideas from feedback forums as they type up support requests or feedback. Also, the app can pull information from the requests and route it intelligently to the appropriate people who can handle them.
Nina Mobile
Your command is my wish. Nina will work like a genie for you, or at least close to it. You speak and it functions. Nina’s voice control offers customers to raise their requests via voice or text and these can be subsequently answered similarly.
Zendesk
Along with the above features -call, message, social and email, this app also lets you build a portal for customers to interact and share experiences which promotes self-help. Zendesk comes with tools like Net Promoter Score survey and Zendesk Benchmark which aid your business to measure and improve customer satisfaction.
Parature
This app developed my Microsoft, combines MS Dynamics CRM and Salesforce into one to give you a multi-channel integration. The app lives on cloud and hence easily takes in any and all updates.
There are so many more to choose from and will more or less suite all your needs. These work great for your employee too by giving them the space and freedom to attend to your customers from wherever they are. The simplicity and interface adds on to the luxury. However the choice of employing mobile services does depend on the kind of business you own and who you sell it to. If your customers are tech savvy and depend largely on emails, chats, social and phone, one should definitely plan about employing such tools and sweep customers off their feet with these impressive mobile apps.
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