8 Tools to Enhance Your Customer Experience On Mobile
You love your customers, right? If you do, you want to make sure that everyone you serve feels like the most important person in the world.
You don’t want to be the business that sends people running into the arms of your competitors (and 44% of US consumers will switch who they do business with because of poor customer service).
Today, your customers are accessing online content from mobile devices, so you need to get on board with the modern tools and best practices that guarantee the best customer experience.
Here are eight tools you can use to heighten your patrons’ experience on mobile. Get to know what they can do before you try them for yourself.
73% of customers want to solve customer service issues on their own. But, when they can’t, they need you to be ready to respond to their queries right away. And you need a service that will help you get this done with little hassle.
Mobile customer service software such as Zendesk is advantageous for your customers and your company. It will keep you stay connected when it counts.
ZenDesk is one of the most comprehensive customer service platforms out there. Their mobile software is responsive, allowing your consumers ease of use from smartphones and tablets.
Don’t wait for the complaints to come pouring in – take steps now to ensure your mobile users can send a ticket anytime. Make responding to their inquiries easy.
FatCat IT’s James Powell found that 95% of their support tickets were responded to within two hours and his customers were impressed. HappyFox, another responsive support system, allowed him to improve his customer service team’s response time tremendously.
The platform boasts exceptional customer support, everyday. It was voted the best customer service platform of 2015. This is one you are going to want to try, especially since they offer a free trial.
As addressed above, you should always be sure to check your social media messages and respond to them in a timely manner. Your social media admins’ tasks should include responding to all inquiries received on each platform.
When you get to the point when the task is too demanding of your SM team, send it over to the experts with social customer service software. Your social media guy doesn’t want to do it anyway.
Engagor allows you to connect with your customers, deliver experiences that increase satisfaction, and resolve issues quickly. You can connect your dashboard to Facebook, Twitter, G+, Instagram, YouTube, and more. Make sure everyone’s inquiries are directed to the right person with ease.
If there’s one platform you need to concentrate your customer service efforts on, it’s text messaging. 52% of consumers say they are likely to text with a customer service agent and would actually prefer SMS communications. Why aren’t you texting them already?
If you allow your customers to communicate with your business via text, you offer them a convenient and highly desired option. TextMagic can provide you with an easy way to send SMS messages to segmented lists.
Their autoresponder, scheduling and email-to-SMS features can take a ton of work out of time-sensitive requests processing. With this system, you are in control.
Mobile viewers aren’t just checking in on your website either – they’re spending time on social media too. Your customer churn rate can increase by up to 15% if you fail to respond to customers via social media.
In the future, this could become as financially detrimental as not responding to phone calls or emails. Make sure you don’t hit that roadblock.
That’s where Parature comes in. They have an integration tool that allows you to include a customer service tab on your Facebook page and across multiple channels. See what happens when your social presence becomes truly helpful.
Each organization has unique needs. OwnerListens knows this.
They have three main features that you may want to take advantage of right away: enable text messaging to landline users, let customers get in touch via Facebook Messenger, and send and receive text messages from your patrons.
Existing tools allow small business and enterprises access to customized dashboards, so it doesn’t matter how large or small you are.
To appeal to a mobile crowd, make sure your web content is mobile friendly. Up to 61% of mobile users are unlikely to return to a website they had trouble viewing and 41% will go with a competitor instead.
Test your online pages with Google’s Mobile Friendly Test to ensure that your content is responsive and fast. Be prepared for mobile traffic before it finds you.
Your customers want the ability to easily buy products and services from mobile devices. 58% of consumers use their phones to make purchases. So, make sure that you have mobile payment processing options in store and online.
When you want to really make it easy for your customers, supplement your payment options with PayPal Payment Processing. Home Depot is just one example of an enterprise level retail company that allows visitors the option to pay with their PayPal account in-store, and immediately receive a receipt via email or text message.
Enhance convenience for your users – in this case, ensure that they don’t have to reach for their wallet – in any way you can.
To sum things up
Let your customers know that they are heard by leveraging these awesome tools in your customer service strategy. Try out responsive customer service software to find out which package is right for your organization.
Leverage a bulk SMS service when you want to reach customers via text messaging. Add a customer service tab to your Facebook page. Link your social media followers directly to your customer service team.
Create a roadmap of what users are saying about your brand and implement the changes they suggest. Choose tools that allow you to stay in touch via multiple platforms.
This is how you’re going to make customers happy when they encounter you via mobile.
Guest Author: Alexa is the customer support specialist and author at TextMagic blog. Her interests include small business operations, marketing, and customer experience. Also, Alexa is constantly on the lookout for actionable tricks for better team productivity. If you want to ask her a question or check out more her articles, follow @Alexa_Lemzy.