Businesses need to do more than just provide wonderful products. They also need to provide service their customers can rely on.

Apps can help you build up your company's reputation through improved customer service. Here's how.

1. Apps help you focus on your customers' needs

Customer service representatives know that delivering superior service requires a focus on your clients' needs and an understanding of how to best help those clients.

In customer service, the worst feeling is failing your client.

Rather than putting clients through busy phone lines or giving delayed responses through emails, apps such as Zendesk (which handles tickets in the app) help customer service representatives communicate with clients promptly and effectively.

2. Apps help you understand individual issues in the wider context of company goals

Customer service is as much about individual issues as it is about understanding the context of larger company goals and priorities.

Apps such as Smarter Tools display tickets, emails, knowledge-base comments, and more in one integrated system, allowing you to see the bigger picture. Apps allow teams to handle each issue effectively as it arises and collect analytics to better understand which customer service problems are worth looking at in terms of the company approach to customer service as a whole.

For example, say you receive complaints about a certain product feature or response time to tech issues. The issues may be isolated and answered by separate reps if the company doesn't have an app. However, when you use an app to address customer service needs, you can group issues and identify those issues that are repeating or that are a high priority.

3. Apps ensure no customer slips out of sight

Customer service representatives don't want to disappoint their customers... but sometimes, a ticket can get overlooked in the queue or representatives don't have the right answer or permissions when needed.

Moreover, customer service representatives can experience misunderstandings or data-entry mistakes that can be detrimental to their service.

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Six Ways Apps Can Help You Provide Excellent Customer Service

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ABOUT THE AUTHOR

image of Liora Brener

Liora Brener is the digital marketing manager at Wrnty, a company providing order-taking and sales software

LinkedIn: Liora Brener