Mobile Apps for Tech Support

Did you ever consider that one of the most powerful tech support tools at your disposal may already be in your customer’s pocket? Today’s powerful smartphones can let you encapsulate proven troubleshooting processes into an intuitive mobile application for your customers -- saving you money, speeding issue resolution and fostering customer loyalty along the way.

Speed Issue Resolution

Native mobile applications registered to specific customers have several advantages over other tech support channels:

These apps know exactly who the customer is, which products and services they’re using, and what warranties and service agreements they are entitled to.

They can present the customer with a multi-media, self-paced troubleshooting process that is simply not possible with traditional phone-based support.

Unlike traditional online troubleshooting tools, they don’t leave the user tied to the desktop of laptop computer. Instead, they can be taken to where the issue is.

By integrating the device’s many capabilities into a well-structured mobile app, you can give your customers an advanced self-service tool that includes:

    - Searchable FAQs and support knowledge base articles
    - Rich media how-to guides and problem resolution videos
    - Step-by-step troubleshooting instructions
    - Warranty status tracking
    - The ability to contact the support rep from the application, or to schedule a follow-up call or appointment

Together, these capabilities can help your customers arrive at a solution faster without spending time in automated menus or waiting for a representative.

Reduce Your Warranty and Customer Service Costs

Mobile self-service tools reduce the load on your contact centers by helping customers solve many issues on their own. When the customer chooses to contact you from the mobile app, your reps can be immediately armed with information on customer identify, issue and interaction history. This lets them pick up where the customer left off in the mobile app rather than starting the support call from square one. The mobile application can then aid further troubleshooting by letting the user exchange photos and video with the support rep.

Mobile Apps for Tech Support