Gone are the days when voice calls were the only way to communicate with a company, and customers had to wait a long time to speak to a customer service agent. Today, we have numerous communication channels and can initiate communication through a wide variety of devices, including smartphones or tablets. In this blog, we talk about customer service via mobile phones.
Today, 87% of customers use mobile devices to make purchases. However, many businesses have yet to join the mobile customer service bandwagon. That is making their customers suffer and slowly killing the business. With most customers moving to mobile devices like smartphones and tablets, every customer-facing business should also be there to provide an excellent, easy-to-use mobile experience.
To provide your customers with a great mobile experience, you need to understand what they want. Millennials, the segment of customers with the highest purchasing power, value timely service through their channel of choice. They also prefer self-service over waiting in the call queue. They are a tech-savvy generation that places great emphasis on ease of use and a seamless experience.
With these in mind, you should make the necessary amendments to your customer service strategies to improve the customer experience for mobile-savvy customers.
Here’s how you can improve your customer service via mobile:
1. Offer Mobile-friendly self-service materials
Customers today prefer self-service over everything else. Being tech-savvy, they can easily resolve their issues through self-service. Therefore, a company should offer ample self-service materials, such as mobile-friendly FAQs, documentation, and self-support videos, to its mobile-savvy clients.
2. Display your customer service button prominently
Your mobile website or app landing page must have a customer service button that everyone can find. Having a prominent customer service button saves your customers the hassle of searching for your customer service number on a tiny screen. It also saves your customers’ time and improves customer experience.
3. Provide an easy way to contact customer support from the mobile without leaving the page
If a customer has a query about one of your products while visiting your website or app on mobile, they should not have to leave the page to contact customer support. A prominent but non-intrusive dial-for-support or live-chat-for-support button can be placed on the website or app, allowing your customers to communicate with you without leaving the page. This way, they do not need to remember the product number or other details related to their query and can simply convey them to the customer service agent by looking at the screen.
4. Single-tap sensitive customer service links
Whether you have a mobile app or a mobile-friendly website, you should always prominently feature customer service links on it. That link should be single-tap-sensitive so your customers can access your customer service department with a single tap. Remember, convenience and time matter above all else in the mobile era. Therefore, a single-tap sensitive customer service link can be an important step towards improving your customer experience.
5. A real-time tracking system for mobile-based customer service queries
Using a real-time tracking system for mobile-based customer service queries can be a useful tool for improving customer experience through outstanding service. With this, you can centralize all customer support requests and queries so your agents do not have to log in to multiple accounts to answer questions. It is also possible to prioritize important questions to be answered first. This way, you can offer your customers a great customer service experience and track agent productivity in one go.
These are some of the easiest ways to improve your customer service and adapt to the changing habits of your mobile-savvy customer base.
Alicia Johnson
Alicia Johnson is a CX professional focused on helping organizations deliver consistent, customer-first experiences at scale. At Fusion CX, she works closely with cross-functional teams to support growth through operational excellence, thoughtful CX design, and measurable business outcomes.
