The Customer Support Excellence Blog - Articles, Stories and Tips & Tricks
Subscribe to Our Blog
Get Free Updates Via Email

Why You Need Mobile Customer Support

The modern day business is a totally different animal than businesses of the past. Taking the time to reassess what’s needed, what’s wanted, and what’s offered will help keep your business ahead of the trends and relevant to its target audiences. One of the most important items to consider when assessing your business is the mobility factor.

In the past, it wasn’t strictly necessary to have a mobile business option, because people viewed companies as a separate entity -- if you wanted to conduct business, you needed to step yourself into the building, or give a phone call to the customer service department. It was a commitment to address a customer service concern. Today, it’s not quite the same. The demands of the public have given people access to a much more relaxed, guerrilla-style service system, where companies are tending to customer concerns over e-mail, live chat, social media sites, and now, all of the above on a mobile device. Everyone has a smart phone these days, and if your company doesn’t make it easy for customers to connect then you’ll be seeing the negative side effects of that until it changes.

Going mobile is a step into the future of business. PhaseWare is proud to offer one of the most versatile, functional mobile apps on the market today. Tracker Mobile is an incredible product that meets the rising demands for mobile support, from the customer’s perspective as well as your agents’.

The hassle-free nature of the mobile app allows for your customer service representatives to be up-to-date, all day long. With the ability to check on customer information, trouble tickets, incidents, severities, journal entries, and more, the mobile app has the effect of allowing you to step into your office from virtually anywhere. If you’re stuck in traffic, in line at a cafe, or working from home, you’ll never have to experience a disconnection from the information you need to do your job to its fullest extent.

Along with this mobile power, comes company prowess. Image is an important issue when it comes to building your company’s reputation and increasing customer retention rates, and if you focus on giving your team the tools they need to provide stellar service, you’ll be able to improve your image while improving your employee morale.

It’s safe to say, there are no real downsides to going mobile. Your team will be happier, your customers will be happier, and even your company information will be more secure with the assurance that PhaseWare will keep your information locked firmly in secure servers to which only authorized personnel will have access. It’s a win/win situation! Ultimately, you and your business need to go mobile because there’s no other way to go. Learn more about Tracker Mobile.

Posted by Hallie Dunn on Fri, Jan 20, 2017 @ 12:30 PM
Continue Reading

The Four Best Ways to Improve Your Self-Service Portal

Here’s the thing about your customers: they’re smart, versatile, and competent, and they’ve found themselves with a good use for your product.

Posted by Hallie Dunn on Mon, Jan 16, 2017 @ 12:30 PM
Continue Reading

Encouraging Customer Retention

In a recent study released in November of 2016, GetApp Labs found that the largest concern for small businesses is currently attracting and retaining clients. This area of interest won by a landslide, with over 57.5% of small businesses surveyed reporting it to be their number one priority.

Posted by Hallie Dunn on Fri, Jan 13, 2017 @ 12:30 PM
Continue Reading

Keeping Your Knowledge Base Consistent

Making sure that information across your various support channels stays consistent can be a challenging part of customer service and support. Without the right solution, a series of inconsistencies between channels can be a real pain to your customers.

Few things can make customers more furious than having to listen to two different answers to the same question. Take that dissatisfaction to the next level when a second agent insists that his/her way is correct and that the last agent was wrong.

Having this be a recurring issue with your customers will give the impression that your company doesn’t know what it’s doing. It will give the impression that your customer support team needs better training. Put yourself in the place of your customer and ask yourself how upset you would be in that same situation.

Posted by Erik Lopez on Mon, Jan 09, 2017 @ 12:30 PM
Continue Reading

Three Tips for Better Ticket Management

Incoming incidents are unavoidable when you have a successful business. Whether there was a human error, a technical error, or even just a misunderstanding, you need to prioritize your incident management skills in order to handle them properly. Being disorganized or unable to deliver when it comes to customer service is one of the number one ways that your company could lose customers, so here are some of the best ways to stay on top.

Posted by Hallie Dunn on Fri, Jan 06, 2017 @ 12:30 PM
Continue Reading

Why Your B2B’s Love to Live Chat

If you’re a company which deals, at least partially, in business-to-business relationships, then you know how pivotal they are to your own success. While they can represent a huge portion of your profit margin and net gain over the course of a year, putting up the big numbers isn’t even the half of the positive side effects you can enjoy when you maintain your B2B relationships.

Posted by Hallie Dunn on Tue, Jan 03, 2017 @ 04:30 PM
Continue Reading


Seeing is Believing

See why customers love PhaseWare’s complete, tailored solution for issue tracking, CRM, and knowledge base management. The journey to support excellence starts with a single click.

Start My Free Trial
Fast and Easy. It takes only minutes to start using PhaseWare products.
Want to stay up to date with the latest in the world of customer support?
Subscribe to the PhaseWare Blog for weekly articles, stories, and tips and tricks - right in your inbox.