Seven Reasons Why Your Business Needs a Mobile App

A lot of business people wonder if they really need a mobile app for their business. This question is running in their brain everyday. This is because the usage of mobile app by consumers is growing very fast. We found an article written by Melanie Haselmayr, transparenthq founder. Melanie is an analyst specialized in technology trend in business. The key point is own mobile app is not the issue of the size of business anymore. You are not necessary to have the same size as Walmart or Bank of America that need mobile app.  Below is what Melanie explained clearly. If you think that mobile apps are solely for big name brands like Walmart and Bank of America, you are wrong. More and more small and midsize businesses are following the mobile trend, understanding that an effective mobile strategy involves more than just a mobile-friendly website. In fact, these days you’ll notice that many small businesses you interact with in your everyday life have their own dedicated mobile app — be it the corner coffee shop or the beauty spa downtown. These companies are ahead of the game when it comes to taking their marketing to the next level. In case you are

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Five Reasons Your Business Needs a Mobile App

Recently we found an article of Silvio Porcellana is the CEO and Founder of mob.is.it, which is very interested. This really answer the questions of many business people if we really need our own mobile apps. The statement is starting from why we do need mobile app. Below is what Silvio addressed: If you were under the impression that mobile applications are exclusively for the household-name brands with a seemingly endless supply of marketing budget, check your calendar as you may still be living in 2010. In the last 6 years, the mobile app industry has seen some tremendous growth, with both Android and IOS stores boasting over 2 million applications as of 2015. It seems in fact that more and more small and medium sized businesses are looking to capitalise on this growing trend by developing a mobile application of their own, but how could your business really benefit? Well considering over 70% of people in the UK own a smartphone and download applications on a regular basis, you could potentially be missing out on a fair chunk of business, so if you’re interested in joining the mobile app train, let’s see what we can expect. APPS ARE AN EFFECTIVE

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5 best practices for designing a knowledge base

As of late, customers are expressing their strong, independent selves by helping themselves and solving problems on their own. In fact, 90% of consumers expect a brand or organization to offer a self-service customer support portal for just this reason. However, simply offering a standard knowledge base portal isn’t enough—the design of your knowledge base affects your customers’ experience with your brand. If your knowledge base design is lackluster, it could make for a poor impression. When designing your knowledge base, it’s important to keep discoverability and simplicity top of mind. The best knowledge bases are intuitive, accessible, and simple. Read on for knowledge base design best practices: 1. Crisp and clean content categories The first step to a well designed knowledge base is simplicity. A simple knowledge base design makes for easy navigation and answer finding—just what self-sufficient customers want. If you have a sea of content, clear, concise, and consistent categories and topics can help temper a swell of articles. 2. Short and sweet titles Nobody likes to read (well, some of us do). Short titles that contain main keywords can help customers find answers to their questions more quickly. When crafting article titles, try to keep article titles short and sweet

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See the customer journey more clearly: Introducing the Pathfinder app

Imagine you’re a customer in need of help. Perhaps, you wanted to learn more about Zendesk’s Insights feature (as one example). Your first step might be to search our Help Center and check out one of our articles about Insights. But, that might not be the information you’re looking for. A second step then, might be to also check a forum about the Insights dashboard on the Zendesk Community. However, the forum doesn’t cover your issue. Finally, you reach out to a Zendesk support advocate for help. In some support situations, the advocate might suggest that you read Help Center articles or head to the forum. This would be pretty frustrating though, since you’d already tried those routes. The best scenario would be if the advocate already knew what you’d tried—and could meet you exactly where you are in the support experience. Introducing the Pathfinder app. The app was created as part of the Zendevian Cup, our annual company-wide hackathon. A few Zendesk employees, saw a need for an app that helps businesses know when customers have visited a help center article or community forum before and after they submit a ticket. They built the app to give advocates more context and

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What’s your type? 4 types of customer service operations

“Actions speak louder than words,” right? How you behave means more than what you say or what you look like. Turns out, this applies not just to people, but to sales, marketing, social media, and especially customer service management. In our latest Zendesk Benchmark report (released today), we decided to explore this idea by taking the time to look beyond typical industry designations (what your company “looks” or “sounds” like) in a search of a more relevant and accurate classification for benchmarking customer service performance. The four types of customer service organizations Using a cluster analysis process, we grouped customer service organizations based on similar operational and management traits and found that support teams fall into four main types that can serve as an alternative to more superficial industry benchmarking. 1. Relationship Builders. These small teams excel in relationship management and provide a personal customer experience that customers love. The culture could be seen as an extension of their marketing. 2. Masters of Complexity. Driven by detailed support requests, these companies have dynamic management structures and sophisticated customer service operations. 3. Late Bloomers. With an unbalanced approach to support management, these companies have yet to realize their full potential. They might be too focused on

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FAQ-page design: Be savvy about self-service

FAQ-page design: Be savvy about self-service Wonderful conversation makes the world go ‘round, and we’ve heard your support agents are pretty wonderful to talk to. But self-service is gaining steam—in fact, one Zendesk survey found that 67 percent of respondents actually prefer it, and 91 percent would use a knowledge center if it met their needs. At the heart of a sterling self-service offering? A killer FAQ page. Customers who’d rather help themselves will greet a well-designed FAQ page as a useful tool—and a welcome relief. With fewer tickets for agents to address, it’s aso a boon for efficiency and costs. Plus, your freed-up agents can devote more time to strategy and longer-term projects. Best of all? Good FAQ page design is part of your toolbox for cultivating meaningful connections with your customers. Consider these points as you consider FAQ page design. Identify the Goals Before you and your team go anywhere near the drawing board on an FAQ page, answer this crucial question: Why does your organization need one in the first place? If your website is confusing your customers and they simply can’t find critical information, then an FAQ page is just a Band-Aid, says Christopher Calabrese, senior

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Deliver a seamless online customer experience

You’re a busy support leader with a team to manage and KPIs to meet. Up and to the right is a series that focuses on simple, actionable tips you can use right now to meet your goals. We’ve all experienced that frustrating moment when you’re online and in dire need of help but there isn’t an easy way to get in contact with the company. It might be a “Contact Us” page buried in the page footer, a lengthy form requiring information that the company should already know, or simply an email address with no indication of when you’ll receive a reply. Is this the kind of experience you’re providing for your customers? In this post, we’ll share how you can stand out from the crowd with a seamless online customer experience, while also helping your support team gather more context to speed up resolution times. The Zendesk Web Widget brings the power of Zendesk to your website, including Support for contact forms, Chat for live chat, and Guide for embedded self-service. Let’s dive in. Ensure help is within arm’s reach Your customers should not have to hunt around for help. Reduce friction from their online experience by making it easy

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How AI is shaping the latest customer support trends

What does the near future have in store for us? It looks full of self-driving cars, built-in curators for Netflix queues, and homes that know your temperature preferences better than you do. Artificial intelligence is likely to touch on every aspect of our lives, and there’s no telling what crazy innovations we’ll be seeing in the next decade. It’s difficult to be completely certain when it comes to artificial intelligence, but it’s a pretty safe bet that it will change the customer experience as we know it (and likely sooner than later). It’s telling that business leaders are placing their chips on that bet. A recent Gartner report found that 55% of mature organizations have already begun investing in the potential of artificial intelligence or plan to do so by 2020. With the growing vigilance of how trends are being affected by automation, we’ve noted a few current customer service AI innovations and how they’re likely to continue changing: Chatbot Support Chatbots are becoming exceptional for personalized, interactive communication akin to what a human representative can offer. Please bear in mind: that doesn’t mean chatbots are coming to replace service agents. Leaving the menial tasks to the robots presents an

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Live chat vs. phone support

  It goes without saying that today’s customer service tools are not one-size-fits-all. Different communication channels—social, phone, email, chat–offer different benefits to the company and to the customer. When it comes to offering highly personalized, on-demand customer service, live chat and the phone are the most obvious options. Both allow for a close agent-customer connection and both let customers explain a problem or ask a question and receive an immediate response. There are a few key differences between these channels, however, that can impact your team, your customers, and your business. One notable difference between live chat vs. phone support is timing. Whereas phone support is typically reactive (a customer initiates the conversation) online chat can be deployed as a proactive support channel. As such it may be the difference between a customer browsing your site and then leaving without buying anything or finalizing a decision and checking out with a purchase. With live chat, agents can gently nudge customers toward a purchase, and/or answer a question that’s keeping them from clicking “Buy”—something agents simply can’t do over the phone. Another key difference between live chat and phone support? Recording and reviewing customer conversations. Conversations stored by text are much

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Register for the Upcoming Customer Experience Forum

​ ​        ​ Register for the Upcoming Customer Experience Forum Consumers are becoming more comfortable interacting with companies across a growing number of channels, and as a result, they’re demanding a seamless and consistent approach across all those channels when it comes to customer service. Join DMIT and Zendesk on the 16th of February and learn about how companies around the globe are implementing Multi-Channel Customer Service. Hear best practices and real life case studies from here and across the globe. There will be food, drinks, and networking with other customer experience leaders, as well as members of the Zendesk and DMIT teams. Participate, ask questions and get cool swags! We will also be giving away lucky prizes to a select few, so make sure to reserve your seat today. Register now as spots are limited. NOVOTEL BANGKOK Date: Thursday, 16th February Time: 1pm – 5pm Venue: Ballroom 2 & 3 at the Novotel Bangkok Register   Multi-Channel Strategies for Better Customer Experience 13:00 – 13:30    Registration & Networking 13:30 – 13:45    Welcome Remarks 13:45 – 14:45    Multi-Channel Customer Support 14:45 – 15:00    Customer Success Story 15:00 – 15:30    Networking Break 15:30 – 16:30

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