Many of us have experienced poor service and inconsistent levels of support as customers. It is increasingly frustrating when you are unable to make any progress, especially when what your working on is time sensitive. This article aims to highlight some of the problems surrounding modern customer service and explain how our mobile solutions can solve these issues in a cost effective way.

Here are the major customer service failures that I have experienced in recent years:

• Poor quality phone and email service
• Language barriers on phone and in text
• Being put on hold due to lack of knowledge or being directed to the wrong department
• Lack of training causing delays
• Lack of manners
• Low customer awareness
• High level of training and manpower can be expensive

Very often this poor service is not a reflection of the products or services on offer and companies are spending a lot of time and resources monitoring and training their customer representatives.

So how can mobile messaging solutions help?

99% of adults between the ages of 18 and 45 have a mobile phone at hand during working hours. Mobile phones allow them to read messages and respond instantly with the added benefit of being able to contact you while on the move. Here are some specific ways that our mobile solutions could improve your customer awareness and increase loyalty:

• Promotional messages sent directly to their phone
• Automatic account verification - mobile phone numbers are unique to each customer
• Offer a two way message flow for standard support enquiries
• Request a callback if no one is available or lines are busy
• Service status enquiries - such as network outages or similar

There are countless other applications of mobile marketing within the customer service industry, many of which are dependant on your specific needs and the type of services you offer.

Speak to our mobile marketing specialists for more information.

How to implement mobile as a support channel

All of our packages allow complete access to our range of messaging solutions. It requires no integration and little training. We offer live demonstrations on request. Once registered you can start using the interface instantly. If you do choose to plug our SMS gateway into you current support systems its as easy as copying and pasting a link.

As an added bonus we have developers available on the phone if your technical team have any questions or experience any integration issues.