Mobile Apps For Improving Customer Service?

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In the process of developing our own “learning” app for customer service personnel (Ah!DarnCustomers Android App
), I discovered that even though mobile devices have overtaken desktops and laptops in terms of use, there are few apps designed to help improve customer service levels.

Our attempt comes at the task by providing articles, resources, advice and book chapters targeted to those who face customers — the frontline staff, and only time will tell if our free app attracts enough users to make it worthwhile continuing development.

But here’s my question, which comes from researching customer service related apps. I found one or two apps catering to customers to help them “complain”, and of dubious value, in my opinion. I’ve also seen one or two apps that allow customer service reps to access their customer service technology from mobile devices, presumably so they can be available to customers when they are not at a “bigger computer”. Zendesk offers such an app that is usable only with their own technology.

Apart from marketing, is this kind of app, or for that matter, any customer service app, likely to improve service provided to end users?

I don’t know. It strikes me that the Zendesk app has the potential to have employees “on call” to respond to customer issues, any time of the day, and anywhere they happen to be. Is that a good idea?

I’m interested in the perspectives of the folks on CustomerThink on the possible uses and effectiveness of mobile apps designed to improve customer service.

Ideas?

Robert Bacal
Robert began his career as an educator and trainer at the age of twenty (which is over 30 years ago!), as a teaching assistant at Concordia University. Since then he as trained teachers for the college and high school level, taught at several universities and trained thousands of employees and managers in customer service, conflict management and performance appraisal and performance management skills.

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