Mobile apps aren’t just great for connecting with friends and family and playing games while on the go – they also provide businesses an incredibly efficient way to streamline the customer service process.
Mobile customer service can mean simply keeping tabs of support issues on the go or complete troubleshooting and documentation. So long as you’ve got the right applications by your side, you’ll be able to actively engage with your customer base and address any questions or concerns that they may have through a series of both mobile Web and native applications for a number of different platforms.
Kayako is available for the Microsoft Windows Phone, Apple iOS and Android platforms. It allows you to take a real-time customer support suite with you on the go and create and manage customer tickets and requests for your platform. Requests can be responded to and managed right from your device. You can separate support tickets into categories that are organized by date, as well as see detailed information regarding when a ticket was opened and what priority level it is. Service plans for Kayako begin at $29 on a monthly basis for each user.
SmarterTrack is a mobile help desk application that is designed to allow you to track, report and manage customer service and communications in a large number of different ways. You can track communications, for example, and detail support issues that have arisen throughout your business’ operation. The best aspect of the app is that allows business owners to manage both employee and customer communications through a single platform. SmarterTrack is available on desktop computers, tablet devices and mobile devices.
The Desk.com customer support app is a virtualized help desk that is already in use by thousands of different companies across the planet. The application allows business owners to connect with their customers through a variety of platforms including Facebook and Twitter. Additionally, support channels like live chat, phone support and e-mail support can all be integrated into the application on an “as needed” basis. The Desk.com application itself is free in the iTunes App Store.
OTRS is a customer support application that is available for all iOS devices, including the iPad with a recently released update. The OTRS application is a ticket tracking system that is open source. Support agents can use the application to check tickets that have been assigned to them while on the go. Should the need arise, tickets can also be responded to via e-mail and closed all from the same application screen.
UserVoice is a help desk and idea management application that runs on the iOS platform. A version of the app optimized for the larger iPad screen is also available. The UserVoice application gives application support teams an intuitive way to track both progress and customer satisfaction in the form of a series of “reward” based metrics that essentially turn the entire process into a game. Metrics tracked include the total number of requests made by customers to a help desk, the average time it takes for a ticket to be resolved and more.
There you have it! 5 applications for managing customer service functions on mobile devices. What other applications do you use to provide customer service on the go?
About the Author
Melanie Cartwell is a freelance blogger for Continental Message Solution, a leading provider of customer service outsourcing and call center solutions. Browse their services for more information on how outsourcing can help improve your customer support.