Mobile self-service: Why it’s important for SMBs and consumers.

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.

FAQs within your mobile app
In-app self service for apps

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?

 

 

“CRM Must-haves for all your Business Needs”

Like I had mentioned in my previous blog, CRM systems are a boon to your business. While examining your options for CRM, focusing on these features can prevent you from CRM Failures that we discussed. In the present scenario the business and  economic conditions are forcing companies to evaluate CRM products in a more critical light. Enterprise businesses want more from CRM but they want it in fewer, ie. an integrated system with simplified features. The definition of CRM that used to be just capturing the data changed drastically to an all in one system. Where the customer wants Sales forecasting, Targets, Marketing analysis, well defined dashboards, Invoices, Inventory, Call Center Integration and above this a system that can talk to their existing traditional or home grown system and connect the social media. Thus the features need to be discussed in detail.  tfr

Must-haves for Companies looking for CRM :

1. Ease of Use and  integration capabilities :  It really makes no sense at all for businesses to invest in CRM without the team using it.  Simple User interface is must to handle the starting problem or the rejection that a company might face to get the users use CRM regularly. A difficult or a complicated system kills the team motivation to use it .

2. Cloud CRM::  With the teams traveling without update is difficult in this busy routine.  Management needs a clear update and teams also need to access the system without any restrictions of  a CRM solution that can only be used in the office.. With  Data must be entered into it from all manner of locations  with the custom fields specific to businesses the user is handicapped by not being able to enter the details unless in office. A Cloud system can be accessed from any where and anytime on WEB.

3. Mobile access( Android):  This is especially important for field sales personnel who not only need contact information and other basics but who may need access to sales collateral, data from back-office systems and organizational schedules in order to complete deals.  And all of this on your handheld devices.

4.  Omni channel support: Primarily because of the need to support mobile access, but for other reasons as well, support must be stronger and available through more than one channel.

5. Configurability  and customization:  One of the CRM necessities is to have the ability to configure and customize the system according the the company’s requirement.

6. Web-form Integration: This again is a feature that any company with 5 or 100 users would want to have. As we all have web forms like Inquiry page on our website and we want to automate the process and record those leads and store them somewhere. This is possible with our JSON Script.

7.Inbound and Outbound Call pop up: Off late companies want to keep track of calls and leads. All this is possible with the CTI integration. And is much more valuable when you have the database with all the details in CRM handy when someone calls second time.

8. Well defined Analytics:  whether you are looking for marketing or sales it is very important that the top management has a clear picture of the Organisation. It is must for any CRM system to have a number based report with charts that shows the sales forecasting and Marketing analytics.

Invest in in-app customer service to reduce app abandonment

A growing number of consumers are becoming mobile-first or mobile-only. Mobile interactions are displacing online interactions as the hub of many consumers’ interactions with a brand. The days when consumers would go to their PC as the first line of communication to deal with a business are behind us.

Increasingly, today’s consumers are initiating contact with a business via their mobiles, using the mobile web, messaging and apps. Consumers are using their mobile devices to learn about products, request service, get support and purchase products. As consumers shift behavior to using mobile devices to engage with businesses, businesses need to react pro-actively by providing a consistent, high-quality user experience across the web and mobile apps.

Contact Solutions’ Mobile Spend in 2015 surveyed 1,600 U.S. shoppers about their mobile shopping experience. According to the survey, app users know what they like to see in apps, and retailers seem to be responding to them. But shopper priorities change the moment they need help. When shoppers need help, they expect it immediately and effortlessly. If they are forced to leave the app to get help, 1 out of 4 shoppers will be likely to NOT make a purchase with the brand AT ALL.  Currently, consumers dislike leaving an app for help, yet they seem to have little choice. 47% of consumers are leaving the app to make phone calls to get help, 51% are leaving the app to email for help, but 44% actively dislike leaving the app.

In-app Customer Service
Invest in in-app Customer Service to reduce frustration for consumers

Consumers want seamless mobile customer care, but for the most part, businesses are forcing them to switch channels to get the help that they need. Tearing apart the brand experience, makes consumers far more likely to abandon shopping carts and brands.

Here’s what you can do to provide a fantastic customer experience for your consumers.

  1. Enable your consumers to Chat in real-time without leaving your app. Online chat is the medium that most consumers prefer over all other communication channels. It’s fast, easy and immediate. It makes communication between you and your consumers as easy as sending a text message. Now, you can let your consumers chat directly from within your mobile app, reducing consumer frustration enormously.
  2. Provide in-app FAQs to consumers and reduce support tickets. Consumers prefer to help themselves, whenever possible. 91% of consumers say they would use a knowledge base, if available. Provide an easily searchable, native FAQ solution in-app, so that consumers can help themselves, whenever they need it. The same FAQs that you provide online on your website, can now be made accessible to your mobile consumers, in-app.
  3. Allow your consumers to raise support tickets from within your app. Enable your consumers to raise tickets within your app, as easily as sending a message on Whatsapp. Whether your Support Center is available or not, messages sent in-app can be automatically created as Tickets. You can set up rules to give in-app tickets a higher priority than other tickets for faster resolution.
  4. Enable problems to get solved faster with context. Get to the root of support by getting complete consumer information including data about what device was being used, what OS was being used, app version and much more.
  5. Provide a consistent experience across channels. Give your consumers the same high-quality experience regardless of what channel they use to reach out to you. Have all customer contact interactions available centrally, so your support agents can deal with your consumers with empathy and knowledge.

Last year, Gartner reported that by 2017 mobile apps will have generated $77 billion in revenues. By then a total of 268 billion downloads will have taken place in mobile app marketplaces worldwide. Will your app be ready to ride this wave?

 

 

Steps to avoiding CRM failures

Where CRM is considered to be a bonanza to companies if utilize effectively and properly, At the same time it can turn out to be costly if the CRM company fails in giving the right solution. In addition to this, the relationship that companies have with their customers can be tremendously weakened if not addressed properly. A number of companies have approached CRM Company to strengthen their customer relation. The goal of CRM is to build a stronger relationship with the customers. Customer relationship management is a necessary investment, and any company that wants to be successful must understand the importance of using it. . A number of studies have indicated that many companies lose a maximum of 50-60% of their customers each year. This is especially true for large companies. The CRM usage can offer an excellent ROI.sa

Here are a few ways to avoid CRM failures:

  • Adopt a customer-centric strategy.
  • CRM is not a good fit with short-term financial goals and a quick grab for ROI.
  • Decision makers must operate towards a common goal.
  • Understand the CRM requirement thoroughly. Don’t try to squeeze in your product just to make numbers.
  • Analyze your implementation team before assigning work.
  • CRM must not have Hidden costs.
  • Conduct requirement discussion with teams.
  • Keep motivating the CRM users with new features and offers
  • A good customer support team to make or break the relation.