7 tips for better call center support for mobile app users
In today’s customer centric world, providing great customer experiences is more important than ever. However, as more customer interactions are moving towards mobile apps support teams are facing new challenges. In this blog post, we’ll explore some best practices around enhancing mobile app customer support for mobile applications.
1: Match Your Customer’s Specific App Version
To avoid confusion and ensure your team provides the best support possible, your support agents should be looking at the same exact version of your app that your customer is calling about. With Appetize, you can easily upload and share share multiple versions of your apps, so your team is always on the same page as your customer.
Your mobile team can also automatically upload new app versions to Appetize, so you don’t even have to manually update it. The team can then switch between different app versions, in case a customer is using an older version.
With the rapid development of new features, it’s important to be able to support customers as your apps evolve over time. Legacy methods such as PDFs or saved screenshots are always out of date. With Appetize you can make sure that the team always has access to the latest versions your customers are using.
2: Train Your Team on the Mobile App Experience
To help your customers effectively, your team needs to know the ins and outs of your mobile app. But providing training for mobile applications can be impractical because of the number of devices and app versions out there, geographic limitations, and privacy concerns with having devices in the contact center.
Buying phones for the entire team is not scalable and becomes very complicated to manage, so it’s best to use a service like Appetize to instantly provide the right device when you are training your team members on the app’s features and functionality.
3: Use the Devices Your Customers are Using
More than anything, you want to make sure that your team is using the right device. When a customer is using an iPhone, their experience may be completely different from an Android phone. Providing a customer with a recommendation for the wrong device can lead to frustration and negative customer satisfaction.
This is why Appetize lets you instantly switch devices to see how the app works on each platform, and you can even switch to older devices to see what that flow looks like.
Make sure your team tests the app on the devices your customers use most often. This way, they can better understand the customer’s experience and solve issues more easily.
4: Share Screenshots & Guidance with Customers
Ideally, you don’t have to provide a list of buttons customers have to click in order to provide them with support.
It’s easier for customers to understand the steps they need to take by seeing a picture. With Appetize it’s a single click to take a screenshot of the app and it downloads to your device. You can then share this screenshot in your interaction with a customer. This can help them follow the right steps and solve their issues faster.
5: Make the App Easy to Find when needed most
Can you imagine being on the phone with a customer and having to walk around the office to find a phone to understand what the customer is seeing? That happens all the time.
If you just had a mobile app bookmarked in the browser, you’d be able to get the information you need without having to click on anything.
Your team should be able to access the mobile app quickly and easily. With Appetize, you can create a link that launches the app in just one or two clicks. This saves your team time and helps them assist customers more efficiently.
But besides bookmarking, you can go one step further. You can even integrate mobile app previews into your customer support system, using an iFrame or something similar. That way, you don’t even have to leave the support environment.
6: Impersonate User Accounts
Sometimes, your team may need to see exactly what a customer sees in their app. Appetize allows your team to impersonate user accounts, so they can better understand the customer’s experience and quickly identify any issues.
Impersonation is one of the most powerful tools in a support person’s toolbelt. By accessing exactly what they are able to see, you can take actions on behalf of your customer or identify where they are getting stuck with the exact information they are also seeing.
This has a massive impact on productivity because you are skipping the back and forth interactions that would happen if your team doesn’t have access to impersonation.
Did you know that the majority of mobile teams are unable to impersonate accounts?
We discover time and time again that most companies aren’t even aware this is a possibility. Would you also like to be able to impersonate your customers mobile apps in a browser in a secure and compliant way? Reach out to our support team for help
7: Share App Issues with your Development team
Communication between your support and development teams is crucial for resolving app issues quickly and efficiently.
When resolving a bug, your engineering team needs detailed information about what is going on. That means you should provide Debug logs, Network log, and ideally screenshots of the issue at hand. If you want to go one step further, you may even want to record the entire session with a detailed description of each step used for reproduction.
Using Appetize you’re able to quickly generate all of this information, download it, and send it over to your product or engineering teams.
That means your customer issues will be resolved faster, because the engineering team has to spend less time understanding and reproducing it.
Unblock your Mobile Apps
Using Appetize can make a huge difference in how well your team supports your mobile app users.
By following these seven tips, your team will be better equipped to help customers, leading to happier users and more success for your app. Remember to keep your team up-to-date, train them on the app, use the right devices, share screenshots, make the app easy to access, and impersonate user accounts to provide the best possible support.
