What Exactly Is In-App Support? - Bright Pattern Inc - ContactCenterWorld.com Blog
In researching multichannel customer service, you’re bound to come across the term in-app customer support.
What exactly is in-app support, and why should you offer it to your customers?
In-app support simply refers to live customer service that is offered within the friendly confines of your company’s mobile application. In-app support can also refer to live support via your website.
Let’s stop and consider why in-app support is important…
A mobile application, like any other customer-facing channel, needs to act like a sort of trap. The goal is to keep a customer inside your application for as long as possible, in hopes of completing a transaction.
Customers, however, don’t always get the information they need when visiting. They can easily get confused and stuck. When this happens, it leads to one of several courses of action: The customer may head to Google and type in a query, which could lead him or her to other brands. Or, the customer may reach for the dialer and attempt to contact your brand over the phone, which takes more time and could lead to a hang-up. The customer could also just give up altogether and move on with his or her day.
It’s therefore critical to ensure that help is readily available within the application. Offering in-app support can be as simple as providing a “help” button that identifies the customer and connects him or her with an agent—all without having to exit the application. A robust in-app support package should also allow customers to exchange relevant voice and video files, images and documents.
Want to learn more about in-app support? Click here.
Publish Date: May 17, 2016 5:00 AM
|All Suppliers||Get Listed|
(VIEW OUR PAGE)
Аутсорсинговый контакт-центр ConceptCall| КонцептКолл специализируется на исходящем и входящем телемаркетинге: мы предоставляем услуги по осуществлению холодных звонков и продажи по телефону, проводим...
|PREMIUMFuture Gen International Pte Ltd|
(VIEW OUR PAGE)
Outsourcing provider of English Call Centre services, Audio Transcriptions, Big Data ETL (Extract, Transform, Load) , Big Data Visualization, Big Data Predictive Model Generation
(VIEW OUR PAGE)
Advanced AI technology and Natural Language Processing delivered to clients in the Cloud that harnesses both voice and digital conversations. The focus is on building an environment where intelligent ...
View more from Bright Pattern Inc
Recent Blog Posts:
|Multichannel Contact Center Service: Keep it Simple!||June 15, 2016 5:00 AM|
|Market Watch: It’s Time to Mobilize Your Customer Service Strategy||June 14, 2016 5:00 AM|
|Top Challenges of a Global Contact Center Deployment||June 7, 2016 5:00 AM|
|Security Remains a Major Barrier to Cloud Contact Center Adoption||June 2, 2016 5:00 AM|
|The Pressure Is On for Contact Center BPOs||May 26, 2016 5:00 AM|
|Sweden Becomes First Country to Launch a National Cloud Contact Center||May 19, 2016 5:00 AM|
|What Exactly Is In-App Support?||May 17, 2016 5:00 AM|
|Is the Contact Center Obsolete?||May 12, 2016 5:00 AM|
|Let’s Talk About Your Call Abandonment Problem||May 9, 2016 5:00 AM|
|Question of the Day: Public, Private or Hybrid Cloud?||May 5, 2016 5:00 AM|