Best Practices in Mobile Help Desk

Organizations are operating in drastically different ways than they did a decade ago. The integration of mobile devices into everyday workflows has impacted everyday business opportunities. As such, employees must be provided with a tool that supports mobile assistance and enablement. Mobile help desks are a necessity for meeting staff needs and delivering quality service. Let's take a look at some best practices to observe in a mobile help desk.

1. Enable mobile customer service

Not only are employees looking to leverage mobile devices, customers are increasingly expecting to interact with businesses over apps, text and phone calls. Salesforce Desk noted that 60 percent of customers have support apps from companies they do business with. In addition, more than three-quarters of consumers still prefer to receive support over the phone. Organizations must provide self-service capabilities as well as human assistance to guide the client through their problem. These features will suit all preferences and improve the business's mobile stance.

Mobile customer service can help solve issues faster.

2. Have information on hand

The most important thing for any help desk is to have relevant information on hand when a customer calls. Each client expects to receive personalized service, and the only way to do that is to have data from previous interactions. Organizations must have a mobile help desk that will track the channels that each customer prefers, the social profiles they maintain and their service history. This type of detail will help monitor active services, help with upsells and resolve issues faster.

"Provide a single point of contact for support for application and device questions."

3. Centralize services for all devices

Employees shouldn't have to navigate between a bunch of platforms to provide support for specific devices. This not only creates a lot of unnecessary complexity, but it also takes a significant amount of time to open and navigate each service. Disparate setups make it difficult to find the necessary information quickly, impacting the customer service quality.

A mobile help desk should provide a single point of contact for support for application and device questions. Employees will gain a centralized view of client needs. IT departments can similarly use this service to maintain visibility across worker devices and pinpoint the source of any issues.

4. Real-time ticket delivery

When something goes wrong, it's essential that the ticket is sent and received in near real time. Issuetrak noted that waiting for information to update can result in a lost sale or other costs. A mobile help desk should constantly connect to the service center, syncing data immediately. IT should also be able to receive tickets on mobile devices to ensure that problems aren't missed and deliver solutions faster than ever.

A mobile help desk is a critical piece to maintaining a business's customer and employee service requests. With this service, organizations can facilitate real-time ticket delivery, centralized device services, mobile customer support and information access. To find out how you can save on operations with a mobile help desk and improve telecom capabilities, contact Valicom today.


About the Author: Chantel Soumis

Chantel Soumis brings over a decade of knowledge in workflow enhancement through the use of technology. Chantel studied marketing communications and business administration at Franklin University and proceeded to work in a fast, ambitious environment, assuring client delight in the healthcare and pharmaceutical industries. Passionate about project productivity and streamlining workflows through the use of technology, Chantel strives to inform organizations of Valicom’s advanced telecom expense management software and services by mastering communications and messaging while delivering helpful information and supporting resources.