How can you improve mobile and omnichannel support with customer service software?

1 Optimize your website and app for mobile

Your website and app are the first touchpoints for many customers, so make sure they are responsive, user-friendly, and easy to navigate on mobile devices. Use mobile-friendly design elements, such as large buttons, clear fonts, and simple forms. Avoid pop-ups, flash, and excessive images that can slow down loading time and frustrate customers. Test your website and app on different devices and browsers to ensure compatibility and functionality.

2 Enable self-service options on mobile

Many customers prefer to solve their issues on their own, especially on mobile devices, where they can access information quickly and conveniently. Provide self-service options on your website and app, such as FAQs, knowledge base articles, chatbots, and video tutorials. Make sure these options are visible, accessible, and relevant to the customer's context and query. Use customer service software that can integrate self-service with other channels, such as email, phone, and social media, and provide seamless escalation when needed.

3 Offer mobile messaging and chat support

Mobile messaging and chat are popular and convenient ways for customers to communicate with your business on their preferred platforms, such as SMS, WhatsApp, Facebook Messenger, or your own app. Use customer service software that can support multiple messaging and chat channels, and provide features such as automated responses, smart routing, and conversation history. Train your agents to use mobile messaging and chat effectively, such as by using short and clear messages, emojis, and media files.

4 Personalize your mobile and omnichannel interactions

Customers expect personalized and relevant service across all channels, especially on mobile devices, where they have limited screen space and attention span. Use customer service software that can collect and analyze customer data, such as location, device, behavior, preferences, and feedback. Use this data to segment your customers, tailor your messages, offer recommendations, and provide proactive support. Personalize your mobile and omnichannel interactions by using the customer's name, acknowledging their previous interactions, and following up on their issues.

5 Monitor and improve your mobile and omnichannel performance

To improve your mobile and omnichannel support, you need to measure and monitor your performance and identify areas of improvement. Use customer service software that can provide analytics and reports on key metrics, such as response time, resolution time, customer satisfaction, retention, and churn. Use these insights to optimize your workflows, processes, and policies, and to train your agents and improve their skills. Solicit feedback from your customers and agents on their mobile and omnichannel experience, and use it to enhance your service quality.

6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?