5 Features your customer service mobile app must have

Faith Ocampo Published on July 27, 2016

businessman arm holding smartphone with mobile app icons

Improving customer service is a top priority for many businesses today, and developing a mobile app offers a promising niche for such an endeavor.

A few years back, brands started launching their own mobile apps because it was the cool thing to do. It was a trend and a digital marketing stunt, something that will surely wow the customer. Now, however, going mobile has become more than just a game-changer. Mobile-based services are now a necessity. Businesses that make themselves present in every avenue possible are better poised to captivate new customers and retain existing ones.
The challenge, however, is designing an app that can connect the different facets of the user experience. This means that the app must contain information, customer service resources, online support, and social media capabilities. For a list of the features your customer support app must contain, check out the following.

1. Offline features

woman in blue using smartphone by car outdoors

For customers, it’s frustrating when a mobile app becomes completely useless because of poor internet connectivity. When conceptualizing your business app, remember that part of your goal is to provide continuous services to customers. Although it’s not possible to create an app with 100% functionality even when the mobile isn’t connected to the internet, you can choose some content and features that can be accessed even when the user is offline. For example, you may allow them to download content for offline viewing.

 

2. Social media login

hands using tablet with social media mobile icons

A user’s online support experience simply isn’t complete without social media. Business mobile apps must bridge the mobile-only and full online customer experience to fully engage customers. This way, brands can interact with customers in a relaxed, less formal environment, talk to them on a personal level, and allow users to voice out their ideas about products and services.

Meanwhile, customer service providers must take the opportunity to listen to what customers are saying online. The web, especially social media and online forums, is a rich source of insights that can aid business development.

 

3. Self-service option

man holding smartphone thinking

There’s an ongoing debate about whether a self-service portal does more harm than good. However, customers are increasingly turning to self-service resources to try and resolve issues on their own. Whether you’re creating informative materials or designing online shopping features, the one thing you must remember is that everything must be easy for the customer.

However, while creating self-service options, also provide easy ways for a customer to connect with an agent. If something doesn’t work for them, let them know there are other ways to seek your assistance. Provide a link to a live online support agent, a button for call-back request, or email pop-ups.

 

4. Relevant content

woman reading tablet in the dark

Your mobile app must contain something uniqueโ€”information and tips that can’t be found on your social media page or website. If you focus on creating unique and relevant content, your customers will have a richer experience that’s unique to your app.

 

5. Feedback system

smartphone with word balloon icon

Mobile apps are no different from other customer support channels in the sense that they also act to bridge the brand-customer gap. A feedback system would allow you to listen to customers in a focused way. They’ll appreciate knowing that you’re interested in their ideas and insights, and these can help you develop your business.

 

Faith is a digital media enthusiast aiming to become an active part of the tech world by sharing her insights. She likes to blog about everything digimarketing, technology, and social media.
Join us on facebook
Open Access BPO Yesterday
The ๐—ฃ๐—ต๐—ถ๐—น๐—ถ๐—ฝ๐—ฝ๐—ถ๐—ป๐—ฒ๐˜€ is a top #outsourcing destination. The country's capital, Manila, where Makati is located, houses most of the country's top 1,000 companies.
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข's flagship center in Makati leverage world-class infrastructures and the nation's most expansive talent pool.

Our facilities in the Makati Central Business District offer scalable multilingual solutions for global businesses.

๐——๐—ฟ๐—ถ๐˜ƒ๐—ฒ ๐—ผ๐—ฝ๐—ฒ๐—ฟ๐—ฎ๐˜๐—ถ๐—ผ๐—ป๐—ฎ๐—น ๐—ฒ๐˜…๐—ฐ๐—ฒ๐—น๐—น๐—ฒ๐—ป๐—ฐ๐—ฒ ๐˜„๐—ถ๐˜๐—ต ๐˜€๐—ฝ๐—ฒ๐—ฐ๐—ถ๐—ฎ๐—น๐—ถ๐˜‡๐—ฒ๐—ฑ ๐˜€๐—ผ๐—น๐˜‚๐˜๐—ถ๐—ผ๐—ป๐˜€ ๐—ถ๐—ป ๐—ผ๐˜ƒ๐—ฒ๐—ฟ ๐Ÿฏ๐Ÿฌ ๐—น๐—ฎ๐—ป๐—ด๐˜‚๐—ฎ๐—ด๐—ฒ๐˜€: https://buff.ly/4e7eRln

----------
๐„๐ฑ๐ฉ๐ฅ๐จ๐ซ๐ž ๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข
โ€ข Our Solutions: https://buff.ly/4f22Mip
โ€ข Our Other Locations: https://buff.ly/4e68ej1

#WeSpeakYourLanguage
Open Access BPO Yesterday
๐—ข๐—ฝ๐—ฒ๐—ป ๐—”๐—ฐ๐—ฐ๐—ฒ๐˜€๐˜€ ๐—•๐—ฃ๐—ข ๐—ผ๐—ณ๐—ณ๐—ถ๐—ฐ๐—ถ๐—ฎ๐—น๐—น๐˜† ๐—ธ๐—ถ๐—ฐ๐—ธ๐—ฒ๐—ฑ ๐—ผ๐—ณ๐—ณ ๐—ถ๐˜๐˜€ ๐˜๐—ต๐—ฟ๐—ฒ๐—ฒ-๐—บ๐—ผ๐—ป๐˜๐—ต ๐˜„๐—ฒ๐—ถ๐—ด๐—ต๐˜ ๐—น๐—ผ๐˜€๐˜€ ๐—ฐ๐—ต๐—ฎ๐—น๐—น๐—ฒ๐—ป๐—ด๐—ฒ ๐˜„๐—ถ๐˜๐—ต ๐—ฎ ๐—ต๐—ฒ๐—ฎ๐—น๐˜๐—ต ๐—ฎ๐—ป๐—ฑ ๐˜„๐—ฒ๐—น๐—น๐—ป๐—ฒ๐˜€๐˜€ ๐—ฝ๐—ฟ๐—ผ๐—ด๐—ฟ๐—ฎ๐—บ ๐—ต๐—ฒ๐—น๐—ฑ ๐—ผ๐—ป ๐—ข๐—ฐ๐˜๐—ผ๐—ฏ๐—ฒ๐—ฟ ๐Ÿฏ๐Ÿฌ, ๐Ÿฎ๐Ÿฌ๐Ÿฎ๐Ÿฐ.

Drop It Like It's Hot: The OABPO Weight Loss Challenge began with an early morning wellness session hosted by the outsourcing company's Clinic Services with guest speaker, fitness coach JR Madriaga. Both the morning and evening sessions were streamed online for those who could not be physically present.

After discussing the rules of the challenge and weigh-in schedules, Coach JR talked about some of the most effective methods of losing weight. He highlighted the healthiest ways for the participants to get their weight loss journey started.

A high-energy Zumba session soon followed the discussion. It not only served as a fun way to start the challenge but also emphasized the importance of incorporating physical activity into daily routines.

More than 80 employees from both Open Access BPO Makati and Davao signed up for the three-month weight loss challenge. The grand prize, originally P25,000, has since been doubled to P50,000, with the winner to be announced in next year's Kick Off Party.
Open Access BPO 2 days ago
Did you know that it's possible for you to connect with your Chinese #ecommerce customers even though you don't speak their language?

#CallCenter outsourcing can greatly help in atracting and supporting customers from this gigantic Asian market.
Here's how partnering with an #outsourcing #CustomerExperience procall center can establish these connections: https://buff.ly/3C8HG3G

----------
Whether it's Mandarin, Cantonese, or Hokkien, Open Access BPO's multilingual services are your best bet for an improved market presence in China: https://buff.ly/48uCcfp

#WeSpeakYourLanguage
#CustomerSupport #MultilingualCallCenter
Open Access BPO 2 days ago
๐๐ซ๐ž๐š๐ค๐ข๐ง๐  ๐›๐š๐ ๐ง๐ž๐ฐ๐ฌ ๐ข๐ฌ ๐ง๐ž๐ฏ๐ž๐ซ ๐ž๐š๐ฌ๐ฒ, ๐›๐ฎ๐ญ ๐ข๐ญ'๐ฌ ๐š ๐œ๐ซ๐ฎ๐œ๐ข๐š๐ฅ ๐ฌ๐ค๐ข๐ฅ๐ฅ ๐Ÿ๐จ๐ซ ๐›๐ฎ๐ฌ๐ข๐ง๐ž๐ฌ๐ฌ๐ž๐ฌ ๐ญ๐จ ๐ฆ๐š๐ฌ๐ญ๐ž๐ซ.

Our blog post provides you expert tips and strategies to help you handle these situations with empathy and professionalism.
Discover effective strategies and best practices to ensure your communication remains clear, respectful, and compassionate: https://buff.ly/4eaaJkD

----------
Deliver exceptional #CustomerExperience with our services to ensure #CustomerRetention and foster brand loyalty: https://buff.ly/4f3L4vd

#WeSpeakYourLanguage
#CustomerSupport #CX #CSat
#outsourcing #CustomerSatisfaction
Open Access BPO 3 days ago
Our dedicated Xiamen and Taipei teams always go #AboveAndBeyond for our customers. To show our appreciation for their hard work, we spent during #CSWeek treating them to some fun and games at the office.

They even took part in the special video challenge to share how they show their dedication in customer service. And of course, they had a special dinner last Friday to close the festivities.

#WeSpeakYourLanguage
#CustomerServiceWeek #CSWeek
#OABPOCSWeek2024 #AboveAndBeyond
#CustomerServiceWeek2024
Open Access BPO 4 days ago
๐„๐ฅ๐ž๐ฏ๐š๐ญ๐ž #๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ๐’๐š๐ญ๐ข๐ฌ๐Ÿ๐š๐œ๐ญ๐ข๐จ๐ง ๐›๐ฒ ๐ก๐š๐ฏ๐ข๐ง๐  ๐ก๐ข๐ ๐ก-๐ฉ๐ž๐ซ๐Ÿ๐จ๐ซ๐ฆ๐ข๐ง๐  #๐‚๐ฎ๐ฌ๐ญ๐จ๐ฆ๐ž๐ซ๐’๐ฎ๐ฉ๐ฉ๐จ๐ซ๐ญ ๐š๐ ๐ž๐ง๐ญ๐ฌ ๐ข๐ง ๐ฒ๐จ๐ฎ๐ซ ๐ญ๐ž๐š๐ฆ.

Learn about the crucial skills, traits, and mindset of these #CustomerService experts, key for exceptional #CX and sustained positive brand reputation.

Here are the types of high-performing customer support agents: https://buff.ly/40pii3K

----------
Outsource with us today and get a team of dedicated experts for your business needs: https://buff.ly/3C0mNHH

#WeSpeakYourLanguage
#CallCenters #CX #oustourcing