the 6 best practices for mobile customer support
DESCRIPTION
Mobile creates new opportunities to provide outstanding customer support--and to thrive, let alone survive, you will need to put in place best practices to serve your mobile customers. When done right, you support your customers: 1. through their mobile devices, 2. with a live service agent, 3. in real-time, 4. viewing the same screen, 5. while capitalizing on the opportunity to connect with your customers, 6. and with the management team directly involved.TRANSCRIPT
6 Best Practices for Mobile Customer Support
www.showkit.com | [email protected]
For Startups and Enterprises alike, the growth of mobile
makes supporting customers even easier (and more
important) than ever. Here’s how to do it.
For the full text of this article, visit blog.showkit.com
Bad customer support takes the headlines. We recently saw this following what has been called
the worst customer support call ever.
Source: blamnews.com
With ever-advancing technology, executives (falsely) believe that they can simply replace the human element with the latest software
system.
53%
It is not surprising then, that according to Salesforce, 53% of people say they’ve experienced poor customer service.
(Where are these happy customers?)
At ShowKit, we are dedicated to improving the way customers and companies interact. We
believe that with the right tools, systems, and culture, all companies can foster relationships
that pay dividends.
But How?
We’ve put together the definitive list of the 6 Best Practices for mobile customer support. Ignore at
your own peril!
1. Meet customers where they are: mobile
Your customers are mobile, your support should be, too.
And yet today, in most apps, customers must leave the app and:
- call an 800 number, - go to the website,
- send email feedback, or - go into the store or branch.
You invested in mobile, it’s time to support your mobile users.
2. Make it personal
You wouldn’t open a brick-and-mortar store without employees to say “hello!” and answer questions.
Why should it be any different on mobile?
The greatest advantage of mobile is that it allows us to connect, interact, and have face-to-face communication no matter where we are.
Put your agent in customers’ pockets, wherever they go!
3. Not later, right NOW
Support must happen at the tap of a button, and in real-time.
Even a five-minute wait may drive your customers to your competitors.
Amazon boasts a response time of less than 10 seconds for
their “Mayday” support.
4. Let’s get visual, visual!
How can you support what you can’t see?
In stores, the agent and customer are there
together, looking at the same thing.
Mobile support solutions must allow the customer to
share his or her screen with the agent, who can then navigate and draw inside the mobile app.
5. Make it count, and learn!
Every point of contact with your customers is an opportunity to win them over today and for
life. Make your customer service interaction more
than just a simple support call--upsell,
create brand ambassadors, extend
contracts, etc.
Learn from your customers’ feedback,
test protocols and systems, and be flexible. Source: www.kimconstable.
com
6. Support starts at the top
Involve your executive team.
Executives must be part of the process and review of a company’s customer service
department.
Good customer service is a product of a company’s culture, and culture must be
fostered from the top down.
Mobile creates new opportunities to provide outstanding customer support--and to thrive, let alone survive, you will need to put in place best
practices to serve your mobile customers.
When done right, you support your customers: 1. through their mobile devices,
2. with a live service agent,3. in real-time,
4. viewing the same screen, 5. while capitalizing on the opportunity to connect
with your customers, 6. and with the management team directly involved.
Recap
www.showkit.com | [email protected]
For more information on how to provide mobile customer
support, email [email protected]
Thank you!
Thank you!