Imagine, for a moment, working in the field of customer service. You work for a company that sells a given product or provides a service, and when people have questions or complaints, they call you up and demand answers. Your job is to listen to people's concerns, figure out their needs and deliver them exactly the information they want to hear, right on cue.
This can be a high-stress job. And if you're backed up with a lot of calls to handle and not much time to handle them, you might find yourself desperately wanting for a little bit of extra efficiency.
This is where mobile form software can come in handy. If you can allow people to provide information in advance of their customer service calls, simply by entering it on a convenient form using their tablets or other mobile devices, you can cut down on unnecessary delays and help guide customer interactions directly to the point. According to Destination CRM, this is an area of exciting possibilities.
Improving the customer experience
The goal in customer service is to guide people through the process in a fashion that's as quick and painless as possible. That being the case, companies are eager to try new technologies that may smooth things along. James Keller, CEO of tech company Vee24, told Destination CRM that he's eager to use mobile customer service apps with easier forms for this very purpose.
"Our goal is to allow brands to deliver a consistent high-quality, person-to-person customer experience across all their channels," he said.
Easier forms will likely improve the customer service experience for everyone. The customers themselves will love having a more convenient process, and the employees on the other end should benefit too. Everyone loves less paperwork.
Making tedious interactions easier
It's fairly clear at this point that while phone calls are a valuable resource for providing consumer care, they shouldn't be the only part of the equation. Graham Mould, Web sales director at British tech retailer DFS, says there are difficulties in being too phone-heavy.
"It's often difficult to describe products to customers over the phone," Mould told the news source.
A more viable strategy, he elaborated, might be to take down people's personal information using convenient mobile apps and incorporate that knowledge into future phone calls. The best customer service comes from using the right combination of all available technologies.