Business is built on customers.
The ultimate company goal is to provide the best experience possible for your customers. Customer service is a crucial element that can literally determine the success and longevity of your business. It is easier, and cheaper, to retain customers you’ve already invested into acquiring, than to attract new customers.
The difference in retaining a customer and having to replace them with a new customer is always found in their experience. If you meet their needs, and solve their problems, they have no reason to find an alternative to your business. If you fail to provide them with the level of customer service they require, you’ll always be paying to replace customers you’ve already paid for.
Looking for new ways to provide the best customer service is priority when growth and sustainability is your company’s vision.
The Five Benefits of Mobility For Customer Service
There are five basic benefits you can expect from integrating mobile apps into your customer service division.
1. Dramatically Increase Resolution Times
Time is precious. Most people don’t like to waste it and no one enjoys their time being wasted by others. Giving customers what they need in a timely manner is one of the greatest accomplishments within the mind of a customer.
Everything about our society screams, “fast.” From Internet speeds to the food we eat; if it doesn’t happen quickly, we’re not satisfied. Customers are not impressed by a good response they had to wait too long to receive. This does not mean a poor response, made in haste, is any better. It’s the companies who can provide good service, very quickly, that set themselves apart in the minds of their customers.
The quicker you can troubleshoot, identify, and resolve an issue can determine a customer’s feelings toward your company. This is especially true when it comes to cases that might already be escalated to the point of urgency. When the clock is ticking, the ability to make quick and calculated resolutions while on the go can make all the difference in consumers perspective of your company.
2. Make Smarter Decisions
Human nature is a factor due to our instinct to only go public with negative experiences. In a world of social media where the average person is connected to 338 friends and associates, negativity can spread with astounding speed.
Everyone is connected.
This mobility can also be capitalized on to help you provide greater customer experiences. Mobile apps now offer unique opportunities to for businesses to connect with their customers more consistently and more personally. With instantaneous access to all customer history and data, support professionals can provide precise answers and solutions faster than possible even 10 years ago.
The ability to quickly respond can often put a stop to customer problem “wildfires,” before they begin. It can turn potentially poor circumstances into positive interactions. Quick response brings instant peace of mind not provided through traditional service methods that took hours, days, or even weeks to resolve.
Ultimately, making the full power of data and information available during the first encounter with an unhappy customer eliminates the possibility of more issues arising during a long processing time.
3. Empowered and Informed Field Service Employees
While some employees think the goal of management is to make their job as hard as possible, we know this is not the case. In fact just the opposite is true.
The more efficient and effective employees are, the greater number of positive resolutions can be acquired.
Enterprise Mobility does just that.
Instant updates and changes to work requests or customer profiles can now be completed on the go, in the field. This gives your employees the ability to be more precise with each interaction. With mobile access to data, the ability to capture information at the point-of-service, and to make any adjustments at the work site, service technicians can often complete service calls, and resolve issues, in a single visit.
This makes your employees more productive, allows them to spend more time solving for customers and less time on administration. At the same time, your customers are happier from the rapidity of which their open issues were solved.
4. On-Demand Access to Managers and Experts
While your employees are knowledgeable and well trained in their fields, they do not always have the answer to every question. By putting a mobile app in their hands, you can give them direct, instant access to company experts regardless of their physical location. Questions that were once met with an unknowing apology, and a promise for a follow-up, can now be answered with a simple and quick connection to the right individual.
This gives your field employees confidence in facing any circumstance they may encounter as they have an instant connection to experts up the line. It is an obvious bonus for customers as well.
Customers are met with knowledgeable, skilled, and well-equipped representatives, able to quickly and professionally address any needs that may arise. Your customers will be put at ease knowing they are receiving expert answers to their inquiries.
5. Context and Personalization in Support
Personalizing big business can be a monstrous task on its own. Mobile apps in the hands of your representatives afford them the greatest opportunity to make each interaction, a personal interaction. After all, even in the biggest organizations, decisions come down to real people with real names, real passions, and real pains. Instead of faceless enterprises, the ability to address the person with a context of his support issues makes a monumental difference in the quality of support you can provide.
Without being tied to mounds of paper work, reps can have the tools to find and discuss any part of a customers needs based on their profile within your CRM or databases. Your chances of a positive experience increase with each step that makes an encounter even more streamlined and efficient.
Why ask their name, when you know it?
Why ask them about previous experiences or problems, when you have that information already?
A mobile service employee can literally show up at a customer’s site knowing their name, their problems, their historical relationship with the company, and much more. This not only makes the service professional more productive on-site, but it gives personalized support with historical, relational context, which makes the customer feel more at ease, and valued by your organization.
Providing Better Support
While these are five very important benefits Enterprise Mobility can provide, this is not an exhaustive list.
It’s time to give your employees, and your customers, what they deserve; the tools to provide the best, personalized customer service possible. Employing mobile customer service apps is a win for your company with a better equipped, more informed and productive workforce. It’s also a win for your customers who will enjoy faster, more efficient solutions, personalized for them.
Enterprise Mobility is key for moving your business into the future of customer service