Smart phones are everywhere! It seems that no matter where you are, you’re guaranteed to see a multitude of people with their eyes glued to their phone for a variety of reasons. With thousands of apps and the entire internet at people’s fingertips, it seems logical that every company should have a mobile app to serve their customers, right? Not necessarily, according to a recent article by Ian Jacobs. The reality is, people will delete an app on their phone if it’s geared specifically to serve a brand and offers nothing unique or interesting for the user. Jacobs says that only the most loyal customers will use a brand’s app. If companies want to serve their customers on their mobile devices, the best way for them to accomplish it is by utilizing messenger services through Facebook and text messaging. Jacobs offers the following three reasons companies should use mobile messaging to improve their customer service.
1) It Creates Persistent Conversations
With messaging, customers have the ability to keep a steady thread of communication with companies. This allows both the customer and the company to have a record of past inquiries and conversations to better keep track of service quality.
2) It Makes For Richer Communications
Instead of being limited to vocal explanation, customers can utilize mobile messaging to share pictures of their product/service issues as visual evidence to help the customer service agent better understand how they can resolve the problem. Other visual benefits include the capability to use emojis, which can make customer service interactions be more conversational and casual.
3) It Can Alleviate Fears Of Social Customer Service
Instead of posting complaints on public message boards and social media pages, customers can use messaging to keep their inquiries private. It’s no secret that public posts can be subject to unnecessary attacks from other users, so private messages give customers the ability to request help in a safe environment.
This blog post is based on an article from CRM Magazine. To read the original article, please click the link below:
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