With more and more online activity taking place on mobile devices, the need to direct your small business’ marketing efforts to that platform is critical. In today’s world, a mobile website is a must but that should only be the beginning of your mobile marketing efforts.
With your website as the hub, your overall marketing program should include a variety of other activities. One aspect of your business in particular that can benefit from mobile technology is customer service, particularly the use of a mobile app.
Mobile Means Immediate
At least in the minds of customers, that is. The businesses that succeed the most with mobile users are those that make interactions fast, easy and immediate. When a question arises, if a customer is forced to rely on email or a phone call, he or she is far more likely to leave a business than if the question can be answered within the existing interface.
You can create native customer service mobile apps or tailor off-the-shelf apps to the needs of your company. No matter which option you choose, making the commitment to provide simple access to key information is a must. In many cases, this can even prevent support tickets from being initiated.
Benefits of Mobile-Friendly Customer Service
By being able to answer customers’ questions as they shop, you can more effectively facilitate the buying process and avoid the frustration that all too often ends in a customer leaving one site and finding another.
Overall, you can enjoy many benefits by taking advantage of mobile app technology for your customer service functions, including:
- Increased conversion rates
When shopping is made easier and the needed information is simple to access, customers will stay with the process on your site and are more likely to buy from you.
- Improved brand image
Your business will not only be known as the one with a particular product or service but also as the one who was easy to work with on a mobile platform.
- Encourage repeat business
When you make it easy for people to buy from you one time, you make it easy for them to buy from you again.
- Growth of lifetime value of customers
When customers do business with you again and again, the overall return on your investment for that one customer increases.
Make sure that your mobile strategy includes some of your key customer service needs. Taking care of your customers at all stages of the buying process from consideration to post-purchase is the way to keep them coming back.