Customer experience is the crux of the success of a business. A customer’s purchase decision is largely based on their experience from the onset of contact all the way through the sales process. One essential element of this journey is the mobile phone.
According to a report by Pew Research Center, 63% of U.S. adults use mobile devices at least several times per month to seek customer support. Customers seek out service and support on mobile devices.
Here are 4 of the best practices that you can use to make sure that you can deliver the best mobile support:
1. Your support widget should be easy to find
Irrespective of whether it is a website or an app, you need to ensure that the interface has the support widget clearly visible and accessible to the users.
2. Use the live chat to answer customer questions quickly
Having a 24*7 customer support team or a chat-bot service that can assist users whenever they require assistance would help elevate customer satisfaction levels.
3. Create a great FAQ to help your users who love to use self-service
Sometimes, it is not possible to have a customer executive available for assistance. In such a situation, ensure you have a comprehensive, understandable and well-drawn out FAQ tab to help users.
4. Ask customers to review your customer service agents
At the end of every interaction with the customer service executive, ask your customers to review the encounter. This will help understand whether they are satisfied and what needs to be improved.
If you want to learn more about mobile support, click the link below for more information.