Consumers today have more opportunities to be outspoken regarding their company experiences. It's a double-edged sword: with social media posting, positive customer interactions can result in a big flow of new clients — but bad experiences can result in significant levels of customer turnover in a single day. Customers may easily make their opinions about your small business known on a large scale in moments, which is why it's more crucial than ever to ensure you're always giving it your all.
That involves implementing the best customer service software to support your workers and website so that clients only have positive things to say about you online.
Let's dive into some tips for effective mobile app customer service in the sections below.
7 Tips for Effective Mobile App Customer Service
With so many competing apps available and how often people have started shopping online, it's important to have customer service that caters to mobile users. With great customer service, you're able to garner better reviews and maintain relationships with existing customers better.
In-App Messaging
Allowing customers to message your help service team within your application can save them time and simplify the process. Instead of having to exit the app and navigate to your webpage or make a mobile phone call in real-time, they can send simple customer queries to one of your employees about concerns that they have, all within your application.
However, it is also important not to neglect your other communication channels. While the younger generations might prefer to message your company within your app from their iPhone, Mac, or whatever the next Galaxy device is, older users or users with complicated issues that can't be described succinctly may still prefer to make a phone call and speak to a real human being about their issues.
Digital solutions, self-service, and call centers are the three main ways to contact a firm.
Your customer support application should cover all three so that your clients have a variety of ways to contact your firm with queries or issues. Customers enjoy having options, and they will value the ability to communicate in their preferred manner.
Customers will need to talk to your business about concerns or problems they encounter while using your products or services. Having the ability to resolve these problems is crucial. You don't want them to start ranting online and tarnishing your brand's reputation.
FAQs and Tutorials
By including a site or app search bar, clients will never waste time sifting through dozens of pages to discover the one thing they're looking for. Adding criteria to searches, in addition to having a search box, allows clients to pinpoint their results to items and sites that are relevant to their search.
Many clients, particularly millennials, prefer to use self-service tools rather than speak with a customer support representative these days. You may minimize the need for users to email or phone your support center by providing FAQs, tutorial videos, and clear guidance for common difficulties on your website.
This is less expensive for your business and handier for your clients. Having many blog articles that cover specific themes and answer frequently asked questions is an excellent approach to building a knowledge base that customers and workers can utilize to learn more about your company's products and services.
Prioritize and Organize Tickets
Opt for apps that have automated assignment and prioritizing tools so that agents are promptly aware when a high-priority consumer is on the line and waiting for a response. Furthermore, by automating the assignments, each client inquiry will be routed to the agent with the greatest open space or the most understanding on the subject.
Having a specialized interface for customers to open a ticket and then check on that ticket's status is a great way to keep them updated about your agents' progress on their issue and when they can expect a response. Besides keeping them apprised of the situation, it can also help track how long they've been waiting for a response.
Of course, you should always prioritize customers who have been waiting for a response and try to reply to customers as quickly as possible. Quickly resolving issues will always be appreciated by your customers. Every minute that they spend waiting for a reply in the Live Chat or on hold waiting for a representative is another step towards customer churn and should be avoided at all costs.
Automate Responses
This can be handy for widespread issues like losing service for scheduled maintenance or notifying customers of an upcoming change. With automated responses, you can alert a large number of customers at one time. These types of responses can also allow your customer service platform to automatically follow up with customers after they file a support ticket.
It could contain a short survey asking how their customer service experience was or allow them to note that the response they receive didn't solve their problem and that their ticket should remain open until they receive further instructions. You could also use this type of service to contact users with older tickets to see if they still need help resolving their issues.
Go Off-Book
When customers call in, they do so because they specifically want to talk to a human being. If they felt their issue could be resolved with automated responses or via a support ticket, they could have used your chatbot or looked for the FAQ themselves. If you have a long and complicated voice menu that customers need to navigate through to speak to a representative, they will quickly become frustrated.
This frustration can easily be compounded by a long wait time as customer service representatives try to make space for the caller. One of the biggest reasons customers churn is because they can't get in touch with your customer service representatives, get stuck in the navigation menu, or have trouble creating a support request.
Instruct your representatives to be empathetic. While it's best to write still a script for them to follow when interacting with customers, you'll want it to be flexible to allow for unique customer situations.
Make the Cancellation Quick and Painless
It is hard to think about, but customers will want or need to cancel their subscriptions to your service or don't want to continue doing business with you. If they had a poor experience with your company, dealing with a challenging cancellation process can tip them over from dissatisfied to leaving you bad reviews online.
They may have also had a neutral or otherwise good experience with your brand and simply not need the service any longer. If you have a complicated cancellation process, one that requires calling your support center, or one that is somewhat deceptive for customers and might involve them getting charged after discontinuing use, this can easily become an extremely negative experience.
Collect Information
Monitor your statistics to see how your users engage with your platform, apple device, or ipad so you get a clearer idea of their overall satisfaction. Keep track of critical performance indicators, including how long it takes to solve problems, how long it takes for consumers to obtain a response to their inquiry, and how long they wait on average at your contact center for a free customer care agent.
This might also assist you in identifying areas where your company may develop. If clients are often disappointed with chatbot replies, it could mean that the bots aren't offering as many services as they should or that the information they provide isn't relevant to the customer's demand.
It's also best to use an app to monitor your customer's reviews so that you know what features within your mobile app are working and which ones need some work. Yext Reviews allows you to track and reply to consumer reviews and opinions and invite customers to submit additional reviews of your products or services.
In Summary
By following these seven tips, your company can increase its customer experience for mobile app users. When your brand is known for great customer service, you're more likely to keep existing customers and to impress new ones. When customers feel you provide the best customer support, it can ease the frustration of dealing with problems too.
Sources:
10 Quick Tips For Effective Mobile App Customer Support | Webbroi
5 Proven Tips for Impeccable Mobile App Customer Support | SCNSoft.com
How to Improve Customer Support In Your Mobile App? | Bugfender.com
