How Mobile Devices Are Changing the World of Customer Service

Today, it’s not just your website that has to be able to adapt to mobile customers – it’s your customer service, too. Mobile devices (smartphones and tablets) have allowed businesses to try out tailored, personal marketing – and it’s working. Mobile marketing isn’t exactly one-on-one, which would be practically impossible for big business, but it is business-to-niche. This type of outreach helps a business learn more about its customers while increasing engagement.

Fishing in a Smaller Pool

With mobile marketing, messages can be sent to smaller demographics versus blasting information to a larger community which may result in fewer quality leads. It’s discriminating, but in a good way. Offers are adapted to suit groups of individuals. Customers have varying needs and buying habits, and mobile marketing makes it possible to specifically treat different customers based on their requirements. Also, by identifying specific needs, it’s easier for the business to target prospective customers. Plus, keeping up with loyal customers is now more streamlined, since so many consumers now use their mobile devices for shopping.

Mobile Marketing Options

Thanks to mobile apps, customers can begin a process on their computer and then finish it via their iPhone or Kindle. While consistent multi-channel monitoring is tricky for businesses to coordinate, it’s well worth it. Another boon to utilizing mobile marketing is that so many promotional options are available. Ask customers to signup for text alerts; offer your service on-the-go, such as mobile banking; create a virtual store where consumers can buy products and organize a “Sale” area just for mobile users; create contests that people can only participate in through their phone.

3 Strategies for Providing Mobile Customer Service

1. Every mobile app has to include some type of customer service channel. Directing customers to your website or e-mail address is frustrating – don’t make them leave the app in order to deal with a problem.

2. When you create a mobile app, you’re setting up an additional platform to monitor. Consumers will post negative reviews if you don’t provide the service you promise, so make sure you’re regularly monitoring feedback.

3. Create an app that lets customer service chat with the consumer in real-time. This cuts down on support tickets for the business and the customer will be thrilled that their problem was resolved with no wait time.

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