One of the highest priorities for many leading brands is mobile technology. Nowadays to remain competitive businesses need to invest a lot of time and effort developing the mobile experience for their audience. Mobile technology has quickly integrated into our everyday lives. Excluding voice calls, consumers are spending in excess of three hours per day on their mobile devices performing various activities.

To improve the experience of your customers, focus on the following mobile elements:

Provide Excellent Customer Support on Mobile Platforms

More and more consumers are researching businesses and buying goods utilizing their mobile devices. It’s logical for businesses to provide excellent customer support on mobile platforms as well.

Utilizing mobile apps for customer enquires is popular with consumers and the support options on mobile devices include:

Support via Text

Support via texting is popular among consumers because:

  • It is much quicker than other options
  • It is much more convenient compared to phoning a center for customer support
  • It is less time consuming and frustrating compared to phoning a company
  • It gives them the opportunity to request that a company calls them back at a convenient time

Support via Social Media Platforms

When providing support to customers on social platforms the priority for businesses is responding very quickly. Most consumers expect to receive a response within one hour.

Support via Live Chat

Many younger adults prefer support via live chat than a voice call. One of the biggest advantages for companies providing support via live chat is that their representatives have access to customer records. Having access to these records lead to a faster and more efficient response.

Help Customers Find the Information They Need

Many consumers will make the effort to find the answers to any questions they have themselves before contacting customer service. This saves them going through the time consuming process of contacting someone. As a business the easier it is for customers to find the answers they need, the happier they will be when dealing with your brand.

Due to the small size of smartphones it can be quite challenging searching for important information such as, product descriptions, pricing, images, FAQs.

Ensuring that consumers are able to quickly find the information they are seeking must be a top priority for your company. If you don’t you risk losing customers to competitors, that have mastered optimization for mobile.

The following is important:

  • The landing page for you app must have a detailed navigation menu
  • Make sure that any text on the landing page is visible and not cut off due to the small screen size
  • Make sure any links are clear so that users can navigate quickly
  • Make sure that all images are optimized and load quickly
  • Make sure there are efficient customer support options available for consumers that have trouble finding what they need

Taking Payments on Your Mobile App

To increase the convenience for your customers include a method for them to buy goods and make payments on your mobile app.

If your strategy for customer service does not include mobile then you risk your business becoming obsolete very quickly.