The entire business world is going mobile. In the present scenario, mobile communication has become a necessity rather than luxury. It is not just the future but also the present. Especially in the case of small businesses, mobile engagement is becoming a powerful tool for staying ahead of the game.
Nowadays, a majority of traffic that is attracted to websites comes through mobiles. Mobile marketing is emerging as a strong component for distinguishing yourself from other organizations. Mobile devices promote easy access to relevant information, smooth interface and better functionality. Therefore, the usage of mobiles has surpassed the usage of desktop computers.
Now the burning question is how to run a business from a smartphone. Offering mobile support cannot be avoided in the present circumstances. Customers expect quick responses and accurate solutions. With mobile supported communication, companies can deliver timely responses to all their customers. Real-time customer support can amplify customer engagement to new levels.
Below are some points that highlight the need for providing mobile support to all your customers.
Improve customer service
One of the biggest advantages of providing mobile support to customers is that the daily workflow of agents becomes much easier and convenient. With mobile support, companies can stay on the go and provide real-time solutions to customers. This will lead to increased customer satisfaction and reduce the number of unresolved issues.
A common mistake that many business owners make while incorporating a support system is completely ignoring the security aspect. The prevailing thought is often to develop the product first and worry about security later. However, that is an outdated view. Business owners should take security very seriously from the beginning. Mobile support helps in providing reliability to customers and security to sensitive customer information.
Whether you are just venturing into the world of mobile support or if you have been a seasoned endorser of mobile customer service, it is necessary to establish certain rules before you start attending to customers. Owing to the change of medium and possible changes in the workflow, some inconsistencies relating to tasks, procedures or duties might arise. Hence, make sure that you set everything in stone beforehand to avoid possible discrepancies. Whether it is mobile usage policies or regulation of social media policies, establish clear guidelines for your team. Once the policies have been set in place, mobile customer service will actually help you in facilitating issue management.
The overall support costs can be drastically reduced with mobile support. Some companies make use of in-app support softwares such as helpdesk and live chat. An in-app helpdesk containing a thorough knowledge base will help customers in resolving issues on their own. This saves a great deal of time and effort for the customer support team. The long hold times for customers can quickly be eliminated. A company might have to initially shell out a small amount for setting up mobile support but it is sure to help them in the long run.