Going Mobile and Social is a Requirement

John Krautzel
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Great customer service is one of the most important parts of running a successful business, and today's consumers need mobile and social customer service options. There are many different ways customers should be able to get updates, reach out to support and check their accounts wherever they are with mobile devices.

Mobile Applications

Customers want to look a mobile application on their phone or handheld device and see everything that is going on with their accounts. They want to check balances, see what items are purchased or ordered, and look at upcoming events or dates. Mobile applications should include all the information that the customer could get from the full online website, and should offer options for the customer to contact support directly. The application should have a tool that makes it easy to call customer support by touching a button instead of dialing or copying the number. You should also be able to send a message easily through the application.

The application should even stay in contact with the customers when the application is closed. The application can send notifications to the customers when they have new messages, when there has been a transaction with their account, when something they have been planned has been canceled or when something is due. The application becomes a way to stay in contact with your customers 24 hours a day.

About 46 million applications are downloaded every day from Apple, just one of mobile application providers, proving that there is a demand for the need to have a mobile application for your business.

Social Media

Social media platforms are a great way to stay in contact with customers and to meet customer service needs. Customers can search for frequently asked questions and can browse through conversations that are already occurring on Twitter and Facebook. By using social media, companies can notify their customers of service agreement changes or about delays in orders and it alert them to a change of scheduling or plans. One update is capable of addressing millions of people.

Many companies are able to use Twitter like a chat option, because customers can submit tweets like they are submitting a ticket. This allows customers to communicate directly with the companies, and other customers and users can also answer questions. Answering short tweets quickly can be easier than addressing long emails and questions that customers may submit throughout the day.

An application can be developed to improve customer service throughout your business, so costumers can see what is going on by checking their smartphone or tablet while they are on the go. The application helps improve communication and convenience when dealing with customers, and it is important for business growth.



Photo courtesy of patrisyu at FreeDigitalPhotos.net



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