In response to The Flex Report, 58% of surveyed firms provide their workers some kind of versatile work association, be it a totally distant or a hybrid lodging. Utilizing customer support software program that operates throughout a number of units — desktop and cellular alike — permits your assist staff to seamlessly meet buyer wants from any location.
When you’re interested by studying extra about cellular customer support apps, this text will focus on the various kinds of customer support software program accessible and supply a number of strategies for apps to contemplate when trying to assist prospects on the go.
What’s a customer support app?
A customer support utility (or app) is any kind of software program that an organization makes use of to assist ship assist to its prospects. A few of the commonest varieties of apps utilized by assist groups embody:
Assist desks: Ticketing programs that assist groups handle buyer points by means of to decision. They usually provide multi-channel communications (e.g., e-mail, stay chat, voice, and many others.) and include extra options like information base and reporting options.
Service desks: Related to assist desks, service desks are designed to assist IT groups handle technical assist points. They could even have specialised options equivalent to asset administration instruments.
Telephone (voice) programs: Name software program means that you can make, obtain, and handle voice calls from a pc or cellular system.
Chat platforms: Chat software program makes it attainable so that you can provide stay chat or messaging by means of your web site or utility. Chat platforms can also embody the flexibility to handle requests by means of chatbots.
Video conferencing software program: Video conferencing software program is used for distant “face-to-face” conferences and for sharing visible data (e.g., display sharing, presentation decks, and many others.).
Inside messaging apps: Inside messaging software program is used to facilitate communication inside a corporation, each in team-wide and personal channels.
Information bases: Information bases are a centralized location the place data may be saved for later reference by both inside or exterior audiences.
Area service software program: Area service software program helps handle in-person service requests. It handles duties like scheduling home calls, managing buyer communication, monitoring work time, and controlling half stock.
Distant service software program: Distant service software program means that you can log in to a buyer’s laptop, telephone, or pill from a distant location to service the system.
Whereas software program options like those above are sometimes web-based, many provide a cellular app for groups that want to work through a telephone, pill, or a mixture of all three.
The advantages of utilizing a cellular app for customer support
There are few ways in which a cellular app will help your assist staff present higher customer support. Cellular apps:
Make it simpler to work remotely. Cellular apps help you keep linked along with your prospects and staff irrespective of the place your day takes you. Whether or not you’re an agent ready for an essential buyer reply or a service technician making a home name, with the ability to talk with prospects from any location is vital to offering high quality assist.
Increase your reliability. Even while you’re working in-office, technical points can occur. Gaining access to a cellular app makes it simpler to pivot when the constructing’s wi-fi goes down or an surprising system replace decides to take over your laptop computer throughout an essential buyer name.
Enhance accessibility. Cellular apps can present audio, visible, and haptic notifications for essential occasions equivalent to conferences and messages from prospects and colleagues. They will even push them by means of to different units like a sensible watch or headphones, making them simpler to assessment in hands-free conditions.
The 8 finest customer support cellular apps
Listed here are eight customer support cellular apps that may assist present your staff with extra flexibility in how they ship assist.
1. Assist Scout
Greatest customer support cellular app for e-mail and social media messaging.
Assist Scout helps rising companies handle all their buyer conversations in a single highly effective platform that feels identical to an e-mail inbox. The software program helps widespread channels like e-mail and social media messaging and may be accessed by means of the platform’s net or cellular purposes.
A shared inbox for higher collaboration
Simply handle your entire e-mail, stay chat, Fb Messages, and Instagram DMs utilizing Assist Scout’s shared inbox. Assign requests to particular workers or groups or @point out a teammate in a personal notice to make sure that every request is at all times answered by the suitable individual.
Create a library of saved replies to assist your staff reply widespread questions extra rapidly, or arrange customized workflows and AI options to automate repetitive duties and pace up replies, liberating up your staff to deal with extra complicated circumstances.
Assist Scout’s collision detection supplies visible cues so that you simply at all times know when somebody is viewing or replying to a dialog. It could additionally cease a message from going out if one other staff member has despatched out a message you haven’t seen.
Lastly, tags and customized fields show you how to categorize conversations, retaining you organized and making it simpler to report on rising traits.
Talk throughout your tech stack with Assist Scout integrations
Assist Scout integrates with many distinguished CRMs, analytics, advertising, and ecommerce platforms, permitting you to trace data throughout your group.
Don’t see the combination you’re in search of? No drawback! Construct something you want utilizing Assist Scout’s API.
Join with prospects in-office or on the go
Handle your staff’s e-mail and Fb Messenger conversations from anyplace utilizing Assist Scout’s cellular apps:
View your Assist Scout inboxes.
Reply to prospects and add CCs and BCCs.
Begin new conversations.
Assign, tag, and depart personal notes on current conversations.
Change a dialog’s standing.
View buyer profile information.
Search your dialog historical past.
Obtain notifications for essential dialog updates.
The Assist Scout cellular apps can be found on each iOS and Android platforms.
Word: Dwell chat is just not at the moment supported through cellular.
Customer support software program that’s straightforward to study and straightforward to make use of
Assist Scout’s net and cellular apps are each intuitive and straightforward to make use of. Most prospects are in a position to arrange their first mailbox in minutes; nevertheless, if at any time you run right into a snag, we’re right here for you!
Assist Scout’s assist staff provides 24/6 protection and supplies worthwhile assets like our assist docs to get you began.
Value: Free plan and trial accessible. View Assist Scout’s present pricing.
Be taught extra about Assist Scout:
2. Slack
Greatest customer support cellular app for staff messaging.
Slack is a communications platform utilized by many firms for inside conversations. You’ll be able to create private and non-private channels, have one-on-one conversations by means of direct messaging, share recordsdata, and even have audio and video huddles.
Whereas a platform like Slack may not be the very first thing you consider when you think about a customer support staff’s tech stack, having a spot the place your assist staff can chat by means of circumstances and ask questions helps get prospects higher options extra rapidly.
Along with messaging and chat performance, Slack can simply combine with different customer support software program equivalent to assist desks. This allows you to do issues like monitor incoming requests and see when a dialog is up to date proper from the Slack interface.
Slack’s cellular apps can be found for each iOS and Android working programs.
Value: Free plan accessible. View Slack’s present pricing.
3. Google Search and Google Maps
Greatest customer support cellular apps for native companies.
When folks carry out a Google seek for a services or products, Google Maps listings for native companies are proven on the high of the search engine outcomes web page (SERP). Extra than simply pinpoints on a map, these listings comprise essential data that assist potential prospects select one enterprise over one other.
Corporations can personalize their listings utilizing a characteristic referred to as Google Enterprise Profile (previously Google My Enterprise). The device lets companies set their contact data and enterprise hours, submit photos, reply to buyer critiques, and even chat with their prospects.
Whereas Google used to supply a standalone cellular app particularly for enterprise homeowners, the options have now been integrated into the Google Search and Google Maps cellular experiences, that are each accessible on iOS and Android working programs.
Value: Free.
4. Zoho Help
Greatest customer support cellular app for distant service.
Most people in customer support are possible conscious of Zoho Desk, Zoho’s assist desk software program. There may be one other complementary product that is probably not as broadly identified which may also be helpful to customer support and IT groups referred to as Zoho Help.
Help is a cloud-based distant assist and entry software program that permits your staff to assist units from anyplace. They provide distant assist plans that allow you to schedule assist classes with shoppers, conduct stay chat and video classes, switch recordsdata, and remotely navigate and reboot person units throughout your session.
There are additionally unattended distant entry plans that permit your staff handle computer systems, providing options like bulk deployment, diagnostic instruments, and display recording.
Whereas distant entry software program is normally one thing that’s restricted to desktop setups, Zoho Help has each an iOS and an Android app. Relying in your plan, you should use the app to remotely assist computer systems in addition to different cellular units.
Value: Free trial and plan accessible. View Zoho Help’s present pricing.
5. Zendesk
Greatest customer support cellular app for enterprise firms.
Zendesk is a well known customer support platform, masking all the main assist channels (e-mail, chat, voice, social media, and many others.) in addition to offering self-support options like chatbots, a information base builder, and neighborhood boards.
Past its omnichannel standing, Zendesk has a whole lot of different useful options for assist groups. It helps tagging, workflows and automations, ticket views, customized ticket types, collision detection, and customized reporting, and it will possibly combine with nearly any utility that your organization could use.
The Zendesk Assist cellular app is accessible for each iOS and Android working programs. The assist app helps ticket administration; nevertheless, for these in search of chat performance, you have to to obtain a second app.
One of many struggles with Zendesk tends to be setup. The corporate now not provides e-mail assist, and whilst you can nonetheless speak to somebody through chat, their staff can solely present restricted implementation assist. Nevertheless, for bigger firms with in-house developer assets, Zendesk is usually a good selection.
Value: Free trial accessible. View Zendesk’s present pricing.
6. Salesforce Service Cloud
Greatest customer support cellular app for discipline service.
Salesforce is well-known for its CRM, Buyer 360, nevertheless it additionally has a customer support providing referred to as Service Cloud.
Service Cloud is an onmichannel customer support platform that means that you can talk with prospects through e-mail, contact kind, chat, and social media messaging. It additionally has a information base builder, chatbots and AI options, and it will possibly combine with many different widespread software program, together with voice (telephony) suppliers.
For firms supporting a product that requires discipline service, Service Cloud provides a discipline service add-on. This may give your staff particular options like work order and asset administration performance, scheduling and dispatching instruments, distant service choices, and extra.
Salesforce’s cellular app supplies your service technicians with all the data they should full service calls and keep linked to your staff whereas within the discipline. The app is accessible on each iOS and Android platforms.
Value: Free trial accessible. View Salesforce Service Cloud’s present pricing.
7. Jira Service Administration
Greatest customer support cellular app for IT groups.
Whereas Jira is thought for being the mission administration device of alternative for many improvement groups, Jira Service Administration is thought for being a well-liked alternative for IT groups.
The software program lets in-house groups handle technical service requests that are available in through e-mail, stay chat, or their buyer portal. It has the everyday options of a assist or service desk — ticket assignments, workflows and automations, reporting instruments, and a information base. It additionally has particular options like asset administration, deployment monitoring, and on-call administration.
The platform has each an iOS and Android app that permits your staff to handle requests, collaborate with improvement groups, and obtain notifications for essential occasions like service stage settlement (SLA) warnings.
Value: Free plan and trial accessible. View Jira Service Administration’s present pricing.
8. Zoom
Greatest customer support cellular app for video conferencing.
Zoom allows you to conduct video conferences with folks from inside and out of doors of your organization. It’s straightforward to make use of, integrates with all main calendar and scheduling apps, and has further options like chat, display sharing, breakout rooms, and the flexibility to make the most of a digital whiteboard.
Customer support groups usually use Zoom for each inside and exterior communications. Internally it’s nice for staff conferences, coaching or troubleshooting classes, and training classes. Externally, it’s a go-to for offering webinars and stay lessons in addition to one-on-one buyer assist.
The platform’s free plan is kind of beneficiant, permitting anybody to schedule 40-minute conferences with as much as 100 attendees. Because it solely requires a paid license to schedule a gathering longer than 40 minutes, you could solely want to offer paid licenses for a few folks in your staff.
Zoom has cellular apps on each iOS and Android platforms, making it straightforward to your staff and prospects to leap into assist classes from any system.
Value: Free plan accessible. View Zoom’s present pricing.
Selecting a cellular app for customer support
Whether or not you’re in search of a method to keep on high of messages out of your VIP prospects or a method to higher collaborate along with your staff, including cellular customer support apps to your tech stack will be certain that the assist you present is at all times high notch.
Assist Scout is a good possibility for individuals who want a buyer communications platform that might be there irrespective of the place the day takes them. Join a free trial after which obtain the Assist Scout app to get began!
