Focus on making mobile apps a hub for a seamless customer service experience

New Ideas in MarketingEssential news for marketers, summarised by YouGov
April 21, 2022, 1:40 AM GMT+0

Brands must ensure their mobile apps offer a range of customer service solutions – from effective chatbots to self-service content.

According to a Nextiva survey, one-third of customers will consider taking their business to another company following just one instance of bad customer service. On the other hand, a HubSpot study shows that 93% of consumers say outstanding customer service makes them want to repeat their purchase from the brand.

When customers choose to download the company’s app, they have already expressed their passion for the brand’s product or service. Businesses need to leverage this passion by offering them 24x7 customer service that seamlessly resolves issues within the app itself. Brands must offer self-service content and resources like troubleshooting documentation within the app.

They should also offer in-app chatbots that use machine learning to intuitively understand customer inquiries. Even chatbots should be picked based on AI-driven intents and capabilities that suit customer needs. Such elements can also help brands save their customer agents’ bandwidth and allow human resources to deal with only complicated inquiries that warrant person-to-person communication.

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