9 Customer Service Mobile Apps worth Trying

November 24, 2013

12:00 pm

Part of giving excellent customer service is providing timely replies and real-time interaction, but how can companies do that if your customer support agents are offline? Customers expect their concerns to be addressed immediately, and if you are not able to deliver that need, you will leave a bad impression which can eventually affect your reputation.

There are ways to maintain open communication with your clients 24/7, and mobile applications especially made for customer service would give you a convenient means to do so. Here are nine mobile apps that can give maximum customer satisfaction with just a few taps on your device.

1.  Desk.com Mobile

Go mobile with one of the most popular customer support applications. Desk’s mobile counterpart is equally reliable as it resolves, tracks, and re-assigns cases quickly even if you’re far away. The email feature of the app allows you to reply to messages that need to be answered immediately or leave notes for agents from your team to reply to customer queries. This app is available for iOS, Android, and Blackberry devices.

2.  UserVoice

Be available for your customers anytime, anywhere with UserVoice, an app compatible for the iPhone and the iPad. UserVoice can respond to 40 percent of emails within seconds using Instant Answers—answers come from your pool of articles and forums that match each customer inquiry. Also, the user’s data entered on the contact form (e.g., name and email) is passed directly to your tickets or your designated number, enabling the appropriate key person to easily get back to them.

3.  Nina Mobile

Nina is a friendly virtual assistant that can help you with daily transactions using voice control. She can recognize a customer’s identity simply through his voice, which is a safer alternative than providing passwords or PINs. Nina is intelligent and diligent. She can understand complex sentences that allow a seamless flow of communication and can follow simple instructions.

4.  Zendesk

This mobile app will help ease your worries since it provides customer support whether you are situated somewhere as far as mountain tops to enclosed spaces such as lounges. You can enjoy different features depending on your mobile device, be it an Android, iOS, Windows, Blackberry, or Kindle. Most devices support ticket viewing, ticket management, editing ticket properties, usage of macros, and customer profiles.

5.  ClickDesk

Connect to your customers through Skype or Google Talk on mobile with ClickDesk. When a new ticket is created, updated, or assigned, all agents are notified through instant messages, which guarantee that the customer’s query is received. Calls from customers are toll-free regardless of location since they can access you through Skype.

6.  Parature

If you’re the kind of business owner who wants to create a tailored interface and features for your clients’ needs, Parature is for you. Available on the biggest smartphones and tablets today, this app’s Mobile Portal can be customized according to your preferences (e.g. including only a live chat feature if that’s all your brand needs). The mobile version of the service desk does not need frequent updating which provides efficiency for every business owner.

7.  FAQ

If you are receiving tons of emails a day and get asked the same questions over and over again, it’s time to use FAQ. FAQ is an “email composer” that allows you to send a templated answer to common questions but still tweak it according to your preference through a variety of opening and closing sentences. With the use of this app, you will save time and effort by not having to compose an email from scratch.

8.  Freshdesk

Freshdesk allows agents on-the-go to fulfill their tasks even if they’re off-duty. It is compatible with iOS, Blackberry, and Android devices. With just one tap, you can help a troubled client through email commands. Email commands allow you to respond to clients through your personal mail and even assign priority numbers to those who need immediate attention.

9.  Zopim

Zopim’s impressive live chat support can also be accessed through iPhones. You can easily see the customer’s information such as their present location and the current page they are viewing to give them a personalized reply. Zopim for iPhone also lets you see the customer’s visit duration. It can help you assess if the user is still online, interested, exploring the website, or if he hasn’t checked out the FAQ or About page yet.

Which of these mobile apps are you currently using? Let us know through the comments below.

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Eunisse C. De Leon is a marketing writer who’s also interested in business including business process outsourcing, Asian culture, and art. Follow her @eunissedeleon

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