Ok, quickly. Your alarm goes off in the morning? What’s the first thing you do once you turn it off?
The always-on smartphone
Chances are that you pick up your mobile phone and check your social media notifications, text messages, news updates and emails. If you’re like most of this connected generation, you use your phone throughout the day to connect to the world around you, to chat with friends, text with them, find a lunch spot, research that gadget thingie you want to buy…. Bottom line, your phone has become your primary communication channel with the world around you. It’s always on and lets you do what you want, when you want to do it.
Self Service on the smartphone
So don’t you think consumers like you would also want to get customer service on their mobile phones? Consumers have no time to wait on hold in a call center. They don’t want to send an email and wait for days or even hours to get a response. They want answers to questions as soon as they ask them. With the plethora of apps out there, making a consumer wait for a response means you’ve already lost them to a competing app. According to new research from Synthetix, 75% of consumers believe that companies should make answers to common questions available on smart phones. According to Echo Research, 50% of mobile users would prefer to use a mobile customer service app versus calling a call center.
In-app self service.
Let’s take a simple example. You are ordering a birthday gift for your best friend using an app on your mobile phone. You’ve chosen the items already. You want to know if they can deliver to your friend’s rather remote location. Would you rather use a simple in-app FAQ to find out, or would you switch out of the app, call the call center, spend 15 minutes on hold and then ask someone the question. Doesn’t it make sense for the company to provide such simple informational queries right inside the app? Having these queries and answers within the app, shows the consumer that you care about their interactions with you, and that you value their time. Thus making it much more likely that they will continue doing business with your company.
Customer Service is a key differentiator.
For an SMB trying to build a loyal and happy consumer base, what can be greater than consumers who are not only willing but are happy to help themselves. You can do so much more with a smaller, leaner team. A self-service portal with most FAQs answered can reduce loads on your support team significantly. And if that same set of FAQs is now available within your mobile app, you free up your team to work on more important value-added tasks.
With so much competition in the mobile app space, customer service is crucial and could give you that winning edge over your competition.
And with self-service on all your channels available at any time, here’s your chance to build a bunch of enthusiastic and loyal consumers.
Now isn’t that a great win for everyone?