If you’re looking for a way to improve your business’s customer service initiatives, the answer could be in app development.
Developing and building a convenient, user-friendly customer service app is a great way to ensure your customers can reach out with questions and comments no matter where they are.
Here are just a few tips for developing a customer service app for your business:
Keep the Design Simple
The last thing you want is to receive customer service calls because your customer service app is too complicated to navigate. Throughout the app development process, make sure simplicity is the focus of all your design choices.
Bells, whistles, and complex layouts are pretty, but that’s not what users are looking for in a customer service app. They want an app that quickly and efficiently helps them troubleshoot and answer their questions.
If the app itself can’t solve the issue, customers also want a way to connect with an actual customer service representative.
Assisting the customer should be the key role of your customer service app serves – leave the bells and whistles out of it.
Provide In-App Messaging
Whether your customer service app effectively answers the user’s specific question or not, it’s always nice to provide the option of speaking directly to a customer service rep. However, connecting with a rep shouldn’t require exiting the app.
As the following article notes, along with the 4 ways your app development projects can improve your company’s customer service, make sure you include in-app messaging within your design plans.
With the ability to connect with customer service reps through an in-app instant messenger, your customers can solve their issues without having to jump through hoops just to do so.
Update Based on User Experience
The best customer service apps are the ones that consider the development process as something that’s ongoing. Continuously improving and upgrading your customer service app based on user experience is the key to its overall success.
There are a number of ways you can gather information on user experience.
For starters, you can send out periodic polls and questionnaires asking your customers what they like and don’t like about your app.
In addition, you can also ask customers to complete a quick in-app survey directly after their customer service app experience.
Offer Automatic Follow-ups
Although you cover all the bases in the app development process, it’s wise to offer an automatic customer service follow-up feature with your app.
Automatic follow-ups, whether they appear in the app or via email/text message are a great way to make sure all questions were answered and all issues were resolved through the app.
Include FAQ Prompts within the App
Frequently asked question pages are always a helpful part of customer service, so make sure you include them in your customer service app.
FAQ prompts that populate while users enter their questions and issues will likely resolve the issue before your customer’s decide to reach out to a customer service rep.
When you’re ready to develop the most effective customer service app possible, first consider some of the design and development tips mentioned above.
About the Author: Adam Groff is a freelance writer and creator of content. He writes on a variety of topics including customer service and mobile apps.