In today’s competitive market, customers demand professional support whenever and wherever they need help. Businesses also expect their support teams to work within multiple systems and quickly utilize various processes; all of which create barriers for customer to effectively obtain support for their products and services.
To combat these issues, brands should focus on streamlining the support process by providing a single point of entry for customers. With the dawn of mobile apps and web portals, support can be provided at any time in any situation.
Mobilizing support allows you to:
- Create, manage, and monitor support requests in real-time
- Minimize data entry by retrieving customer and product information automatically
- Increase the cross functional usage of Services, Resources, and Solution
- Consolidate the Support Data Sources and improve the quality of the data (inbound / outbound)
- Provide better analytics and reporting throughout the organization
Benefits to both the Consumer and Support Team:
Consumers
- Enhances product ownership and customer experience
- Eliminates queues and frustration associated with call centers providing a call-now access feature on mobile apps
- Empowers customers for self-service through the Support solution web portal
- Enables faster resolution to support and service issues by connecting internal systems and teams
Support Team
- Gains efficiency, speed, and value in customer service operations
- Results in satisfied customers and improved Net Promoter Score
- Lowers cost of support and service per customer
- Decreases reliance on call center agents by providing 24/7 self-service
