Smartphones have grown in importance in the last years and allow to complete various tasks while walking to work or taking a quick coffee break. This means that many of customers using your mobile app or visitors to your website will eventually require support while being on their mobile phone.
Of course in the past, it was enough to have a call centre handle inbound calls and support customers through the phone. However, technologies, preferences, expectations and the competitive landscape have advanced.
Your customers now demand more from you. They demand more than what a simple customer service rep can do over the phone. Lucky for us, specially-developed customer engagement platforms such as Vivocha have been designed to tackle the needs of today’s customers. Just take a look at some of the fascinating features of Vivocha for mobile customer support:
1. Strong Mobile Capabilities
You can now cover multiple channels over mobile. Deploying Vivocha’s chat capabilities into your responsive website gives visitors the same ability to chat with your representatives through their mobiles just as they could while browsing using their desktops.
Vivocha can also easily integrate with iOS and Android apps through simple SDK implementation. Offer chat support for your mobile apps that doesn’t sacrifice quality or capability.
Interested in learning how to have a feature-rich mobile customer support?
As for social media, Vivocha’s capabilities extend over Facebook Messenger. Basically, customers can chat with you through your organization’s Facebook corporate page. Your agents can then manage the conversations through the Vivocha platform, even in an asynchronous way.
2. Advanced engagement capabilities
Customer engagement capabilities don’t have to be limited or any less effective than your abilities when it comes to serving a customer coming from your website. Vivocha made sure that appropriate attention would be given to a customer request whether they are coming from your website or mobile.
Push notifications, for example, allow you to re-engage a customer and return to the app by sending notifications to them even if they have disengaged or left from the app.
Vivocha also has proactive engagement capabilities for when visitors are accessing your website or mobile app. You can set certain web pages or parts of it to automatically activate a pop-up that invites visitors to chat with you to address any questions.
By displaying a widget with proactive rules, you’ve already made higher chances of turning a visitor into a lead.
3. The Co-browsing Advantage
One of Vivocha’s powerful mobile customer support capabilities is co-browsing. This allows your consultants to view the exact section of the mobile app where the customers are navigating in order to walk them through certain complex procedures or simply to point them to the right direction.
Let’s say for example that your customers can perform certain transactions over your mobile application installed on their phones. Sometimes transactions can be complicated and confusing. This is where co-browsing becomes invaluable. Your agents can view your customer’s app screen and walk them through the procedure as if they were beside them.
Compare that to when you only have a voice or text chat support. Your agent might say, “Do you see a red button there?” and the customer could say, “no” and everyone will be frustrated because of miscommunication.
Sticking to outdated means to provide customer service will likely frustrate your customers and prospects. Customers use their mobile phones for more than just calling. They use apps, access your website or try to complete transactions and because of that, you need to provide customer services in the same diverse way.
However, providing superior customer support to today’s customer is difficult to achieve if you don’t have the right tools. With Vivocha, you can have one single powerful platform to manage all your customer engagement activities.
Do you want to discover more? Download our White Paper