Let’s imagine that you live in a big city and your company or organization has normal office hours. It’s six in the afternoon and all your support staff and those in charge of Customer Assistance take their portfolios and wallets, and leave the office heading home. And at that moment, an attack occurs on the network of one of your clients and the system is about to collapse. Your data is being compromised, and there are at least 14 hours left for your assistant to even open your office and start making coffee.
Unless the customer has noticed immediately and has been able to notify your Customer Support staff by phone, and assuming that they are really committed to your company and are willing to return immediately to the office, it is likely that when Customer Support staff has been able to return, it may be too late and the client is already upset, frustrated or even financially affected by the delay or lack of support. And even with an unconditional staff, ready to do everything for your company, it could be that the traffic on the roads prevents them from arriving on time to avoid a catastrophe!
Faced with this terrible panorama, and considering that the penetration of mobile devices in our latitudes is close to 89%, this should make them the priority channel to reach users. Therefore, it is highly recommended to have an application or APP that is installed on the mobile devices of your technical service and support service personnel, so that they can act on the networks and their operations when they are out of the office, when traveling or while moving from one place to another.
A service system with access through a mobile application will allow your support team to access the Help Desk, Asset Management and Knowledge Management modules, among other features, without delay, either from a smartphone. with Android or iOS operating system or from a Tablet.
While commuting on the Metro or on public transport, stuck in rush hour traffic or attending a meeting, your Customer Service and Support staff can update or add work items using their mobile device, as these applications offer the same capabilities of a fixed assistance service, allowing your staff to attend to customer inquiries, register new problems and even solve them, keeping their work up to date wherever they are.
Support can be done through more interactive conversations than a simple call, by being able to incorporate images and voice messages, share links and direct accesses to content within the Knowledge Base, carry out written chat, and even schedule that your users receive instant notifications in their cell phones, immediately after your support staff responds to them, offering a support service that exceeds the expectations of your customers.
Additionally, a support service through mobile access can gather and unify all the queries from your clients that have been generated through emails, Facebook messages, Twitter, calls and chat conversations, and offer the ability to respond through any of these channels. , being able to filter and mark messages identified as spam and thus optimize queries. You can also configure automatic response messages, depending on the hours in which the queries are generated, or through the programmed use of keywords, in order to give immediate responses to your clients’ requests.
This solution brings together all the advantages offered by Social Networks with the versatility of mobile devices and mobile networks. What else could you ask for? Your clients will be delighted.
