Complete Guide to Providing Better App and Software Support

One of the primary ways to attract and retain customers in a business, no matter the industry, is by working with incomparable app and software support. There are few risks as great as neglecting this facet of your service. Poorly managed support for your customers can lead to serious repercussions for your professional reputation, in terms of how customers experience and ultimately feel about your business. 

There are many tasks that the average person doesn’t recognize as a part of what constitutes the core function of customer support software. A few of them are:

  • Marketing and general communication emails
  • Social media management
  • Managing and organization of customer support requests 

These services are integral to receiving customer feedback that can make or break the performance of your product and services with your target audience. Losing emails, glitchy chatbots, and a lack of social media interaction with your consumer base can severely damage your credibility and hinder opportunities at future business growth. However, you don’t have to live and work in fear: Below we will discuss key steps to help better your support team to either improve or begin to build a solid foundation of app and software support for your business. 

Create a Team Email or Inbox

There are two primary options in the way you could approach streamlining the process of receiving and organizing emails for your team: either by creating a team email or a team inbox. Although the option of a team email is entirely viable, it can become quite disorganized and tedious over time. This is because, for it to function as a team communication center, you would need to provide everyone with the login details, hurting the security of your business’s information. 

Additionally, this may cause instances of email replicates – wherein one employee may be addressing a customer request while others are unaware or have already sent email replies that have gotten lost in an overflowing inbox. For these reasons – especially if you have a large team of people – you need to consider creating a specific inbox instead. 

This way, all messages are delivered to one location. All messages are restricted to that one specific source, where all employees will be able to see which emails have been opened and which have not, what issues have been addressed, and other customer relations tasks. 

Provide Mobile Support

It can be quite stressful for a customer when something does not work the way they were led to believe. When this happens, they need support as soon as possible and don’t want to have to jump through hoops to get it! Implementing a “Help” widget on your mobile app, or even on the website, will streamline the process of finding solutions to common issues. This will also reduce stress on your customer support staff, as there will be fewer people contacting the company directly.

These options are only two of a long list of software that you can implement to create a better customer experience. If you are having trouble deciding what customer support software is best for your business to consider the following: 

  • What is the customer experience you would expect from your company?
  • What is the type of customer experience you are trying to create?
  • Are there specific issues you need to resolve for your support team?
  • Are there flaws in your current support systems that need to be addressed?

Asking these questions will help to guide you in your decision as to what is the most appropriate next step for your business’s customer support solutions.