Want to Start Mobile Customer Service For your

Business? Read This

Introduction

• Using mobile customer service is a trend that’s ruling the market right now. • The majority of customers nowadays have a Smartphone, and the fact is, they’re more inclined to use their phone than their laptops or computers. • They would rather visit the official website of your call center and report their problem there than call you and essentially speak to you. • Mobile customer service would permit your customers to access your website from their phones, contact an agent online, either has them call you or even chat online with them.

Tips to Use Mobile Customer Service

Customer Service Anytime, AnywhereHaving the Right ToolsA Clear Plan in MindGuaranteed Customer SatisfactionPower in the Hands of CustomerCarrying Out Business OperationsCustomer Service Data

Presentation Agenda:

Freedom of InteractionOpening a Number of ChannelsBest Option for eCommerce StoresIncorporating Social MediaVideo ChattingCustomer Service EthicsSmooth Functioning AppPromptness of Service

Having the Right Tools

•If you’re planning to execute something new into your call center, whatever it may be, you are required to ensure that you’re well equipped to do so. •In the field of cloud contact center solutions, you really cannot hope to make improvement unless you have the right tools.

Customer Service Anytime, Anywhere

• Earlier when companies used traditional communication channels like email and phone, customers would have to hold the call for long period of time and wait for an auto generated email reply to help them out. • Nowadays, by employing mobile customer service, the companies are able to open up the platform to all customers who could approach the contact centers right here, right now. • Additionally, now that the need for phone calls and emails has seen a decline, companies can save a considerable amount of money which is always an important factor in all call centers.

A Clear Plan in Mind•One major challenge is coming up with a successful plan that can help you get through the initial stage which as we all know, is never enjoyable. •If you’re planning to use mobile based cloud contact center software, you should be ready to experience the issues of customer disapproval. •But you should be able to narrow it down to the most important, the most urgent and the top priority complaints so that you can tend to them earlier. Guaranteed Customer

Satisfaction•In the earlier times, it was up to the company if they desired to connect to their customers via email or phone or text messages. •Now that the customers are becoming more and more tech savvy, they want to be able to reach out to customer service agents in the way they find suitable. •Companies will have to find a system of making themselves accessible through a maximum number of channels to make sure they satisfy their customers.

Power In the Hands of Customer

• In today’s age, there has been a swing in the balance of control between a company and their customers. Now, customers hold all the power. • Customers today are becoming more and more intolerant. • Even if they have to hold for a little while, they will become irritated and hang up.  • However, you can try to make the most of the best telemarketing software at hand and encourage mobile multimedia services. This would avoid any kind of bad reviews and negative remarks about your company.

Carrying Out Business Operations

• Customer services agents can now reach to and interact with more customers and in an organized manner. • With almost every customer owning a phone with internet services, it has become easier to interact with them. • They would be getting notifications about the services directly through their applications onto the phone. • This makes customer service smoother since customers do not have to call up the company representatives to find out about their purchases/services.

Customer Service Data• It has become easier for customers to sign in to use the mobile application and every time he or she deals with a customer service agent through his app, he would be asked to send a review. • All the reviews that are sent by the customer are recorded and maintained for future reference.• Generally the sales and marketing department of a company is responsible of carrying out research on the market and the customer satisfaction. • They carefully analyze the data that they have been offered with and come up with official reports which could be of great use to the company. Freedom of Interaction

•Customers are not bound in any way today. •They can opt for any mode of communication and can anticipate getting the treatment they deserve.•With Mobile Apps, the company and its customer service is only a click away.•That gives a feeling of guarantee and comfort to your customers.

Opening Up a Number of Channels

•Nowadays, Mobile App services help companies to co-ordinate with customers through a number of channels like web chat; self services related FAQs, instant messaging, text messaging, and emails and so on. •If you’re really planning to start mobile services for your company, you should take necessary precautions to comprise the above mentioned services as well.Best Option for eCommerce

Stores• Selling products online have proven to be the simple way to sell your product.• Customers can view the products on the go, choose and shortlist the products, buy them and even track and cancel their products through the App. • More importantly, if they have some questions about the products, they could reach out to customer support through the app itself. • That makes it easier for both company and customers.

Incorporating Social Media

• If you’re planning to integrate social media into your mobile multimedia services, you should ensure that it gels well with your mobile App. • For example, the customers who are using your mobile apps would be able to sync their profiles with their social media accounts. • That way, as soon as they post a review, it would be visible on the social media site. • Now that would improve your sales leads and result in more conversion rates.

Video Chatting

• Video chatting option in customer service typically work in this way- the customer could post his or her question on to the forum, make his complaints known and choose the option of video chatting with customer service agents. • Now, the agents would be liable for calling the customer through video chat to offer a one on one (and almost face to face) customer service which is always cherished.

Customer Service Ethics

• Although you’re using a mobile based customer service, always make sure that the customer receives the best treatment that he deserves. • They shouldn’t have to wait too long for a suitable reply to their queries and complaints. • As a company that is reliant on customer service, it is your duty to guarantee that.

Smooth Functioning App

• Simply launching a mobile based customer service won’t do.• You need to ensure that the app is easy to use and navigate through. • If your customers have to waste a lot of time looking for options on the app, it would be ruining the whole purpose. • Your mobile app should have a smart and clean interface that would attract the customers and go easy on their eyes.

Promptness of Service

• Having made their complaints and their problems known, they would expect a quick reply to it. • If the customer has to wait, it would be creating a bad notion.• As a part of the customer service team of a company, you should make it a point to ensure prompt services to your customers.

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