The way companies do business has always changed and evolved, however, as we move further into the digital age, these changes seem to happen even faster.
Though one thing that will never change is the importance of customer service. So if your business always has been or is making the transition to being mobile-first, you will face new challenges in delivering good customer service.
Users should, and expect, to be able to get assistance whilst using your app. If are unable to find solutions to their issues, this will drive them to exit your app and possibly never open it again. Apps are only effective if people are using them. Thanks to social media, small problems can go viral in a very short space of time, which can be even more detrimental to your business.
This begs the question, how can you offer customer services and solutions inside your mobile app?
Let’s find out.
Back to basics
If you’ve designed your app correctly, the user experience would have been at the heart of every choice you made. However, as is always the case with technology there is always something that can be fixed or improved. There are so many possible solutions available for customer support and they from the simple, to the complicated, to the completely ineffective.
One of the biggest issues customers have with any business is that they feel they can’t get in touch with anyone when they have an issue.
This is where an app-based or web-based live chat function can be so effective. Even if a customer never uses the function, simply seeing that it is available not only shows that you care but it also gives the user peace of mind knowing that help is never far away.
Should customers need help, they will have a point of contact who can either help with their problem immediately or point in the right direction towards a solution.
Customers will come to you with a range of queries and issues, ranging from technical problems to simple complaints or feedback. Every time a customer lodges feedback, regardless of what kind of feedback it is, a ticket needs to be created. This allows for a smooth process of receiving, acknowledging and resolving the issue raised.
However, one of the worst things you can do is have all issues end up at the same place. For example, your technical team will have a limited capacity (they’re only human). If they get buried under mundane complaints, they won’t be able to address technical problems in a timely manner. This leads to a lot of larger issues.
Whatever your feedback collection process, offer your customers a variety of categories that they can log their issues under. This way, you can allocate the ticket to the appropriate team if necessary. You could have a general feedback collection tool and a system that flags technical issues and sends them straight to your team.
Automating this process not only saves you time but also makes the process smoother for your customers as well. This builds trust and will keep them using your app time and time again.
Answer questions ahead of time
Save you and your customers time by anticipating any questions that may have with an FAQ page on your app. Having this information readily available will allow some customers to find solutions to common problems without needing to contact you.
Sit down with your team and brainstorm what issues or questions you think will commonly occur in your app and then create the FAQ document. Once this has been finalised, publish it and make it as efficient as possible. Build in a search or filter function to save your users time.
Your job won’t be done there though! As hard as you may try, there is a chance you can miss things. Keep an eye on the customer feedback you receive. If the issues keep getting flagged, add them to the FAQ. This will save you the time of having to deal with these complaints in future and help your customers.
Follow these tips, and you’ll have an effective customer service system to help your users on your app. Before you go, we just want to stress all of the above will be irrelevant if you don’t have the following core principles:
- A quick response time.
- Follow through.
Every issue or piece of feedback raised needs to have a quick response and an equally speedy action in response to what’s been raised. If you don’t implement these two core principles, you’ll lose customers quicker than you think.
Reach out to the app development team at Zudu today to see how we could help improve your customer service.