Customer Care in Mobile Apps

Some tips from Mashable about customer support in mobile apps:

  • When building an app, acknowledge that some aspect of “traditional care” (support agents, phone help, help documents) may still be needed and plan for them
  • Streamline the experience - app could be used to immediately transfer the users to the right agent or schedule a callback while giving the agent proper context
  • Notifications can be useful for informing users about outages and other problems before they encounter them and have a bad experience
  • Use the info that you know about users of the app (usage history, etc.) to tailor the support experience to them
  • Take advantage of unique mobile capabilities (touch, voice input) to help users find what they need faster