Customer Experience News & Trends

Should your customers have an app for you?

Is it time for your customer service to go mobile? This statistic might sway your opinion.

By 2016, the number of smartphones and mobile PCs – such as iPads and iPhones – will exceed the number of desktop PCs in use, a Forrester Research study recently found.

That means more and more of your customers will turn to their smartphones while on the run for help – and not just to dial customer service. They’ll likely want immediate access to their account information, payment schedule, invoices and what you have in stock.

But don’t fear if you aren’t ready yet to make an app for that. If your online customer service is efficient and up to date, customers will use it remotely.

The key: Easy access. Work with IT to keep links to account information and Frequently Asked Questions (FAQs) easy to find on nearly every website page. And regularly update the FAQs to reflect the current topics you hear most from customers on the phones and online.

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