High Time for Customer Service to go Mobile

Mobile Customer Service

Mobility is one of the major purposes of the rapid development of today’s technology. Businesses need to adapt to these changes to cope with global competencies and quality. Customer service is one of the areas where businesses need to be innovative in their approach to ensure growth and effectiveness.
According to this Forbes article, mobile is the future of everything regardless of what business you are involved in. Especially now that smartphones and tablets are taking over the humble desktop PC, becoming mobile is a key requirement if you want your business to reach your target market and beyond.
It is most likely that your customers are on a mobile device almost all the time. They use it practically for anything, from getting directions to a destination to simply looking up a store recommendation for their needs. Having all these available via mobile has made it easier for customers to shop and purchase items, as well as provide their feedback on a product or service they received.
If your customer service is not on mobile yet, here are three good reasons why it should:

 1. Increasing mobile device purchases

As per Juniper Research, retail purchases for smartphones and tablets may reach $707 billion by 2018 from $182 billion last year. This statistic is enough reason for businesses to consider going mobile as far as customer service is concerned. Customers value their time and prefer having what they need at a click of a button—especially when online shopping.
Tip: Make your company e-commerce site more visible and efficient by creating a neat and user-friendly interface for your clients and develop one that is suitable to browse in mobile devices.

 2. Utilization of apps for customer service enhancement

With the emergence of smartphones and tablets also come various apps to enhance one’s mobile experience. However, only 20% of businesses actually use apps for customer service even with a wide-range of customer service app availability in both Apple and Android app market. Some of the known customer service apps are Freshdesk and FAQ that your business can take advantage of.
Tip: Being visible in apps for location services and review sites such as Google Maps and Yelp will help gather potential customers. Maximizing apps will help cut down on duplicate tasks with your customer service support and provide efficiency with response time to customers.

3. Mobile advertising may become a trend

While using third-party customer service apps may enhance your customer’s experience, it will also be good for your business to explore the possibility of releasing your company’s own app too. Customers can still utilize your website but offering your services via your company app provides easier and more efficient customer experience for your mobile clients.
Tip: Look into how mobile apps will enhance your customer service support and try it out—it is better to be among the companies who are forerunners in mobile advertising than be left out when the trend sets in.
Given these, it is high time to bring your customer service on mobile. While having dedicated staff to offer excellent customer support cannot be replaced, exploring the potential of mobile may add more loyal customers to your business and expand your client base.
References:
1. Mobile is the Future of Everything
2. Why Customer Service Needs to go Mobile

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James Patterson
James Patterson

James Patterson, Head of Business Development, Global Corporate Clients joined transcosmos in 2007. He oversees business development and sales and marketing initiatives throughout the EMEA and APAC regions for transcosmos IT and Customer Support Services, managing a team of sales professionals and consultants in these territories. James fully understands and supports the requirements and challenges of complex IT Support and Customer Service environments, having guided an array of large organizations through the consultative process of developing complex solutions to fit the customer’s needs. Previous to transcosmos, James was a regional Sales Manager in the Health and Leisure Industry winning many awards for exceeding sales targets and being innovative.

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