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Good customer support: Turning wary customers into loyal ones in 2013

Posted by Jason Masciarelli

06/12/12 18:55

While statistics show that the use of mobile technology for purchases is steadily on the rise, there are still many people who are hesitant to make purchases or give out personal information on their mobile devices.

Sometimes the reason is simply that customers want more information before making a purchase, or reassurance that after making a purchase there will be adequate support to back them up. For all of these reasons and more, businesses should strive to provide a high level of customer service for their mobile users.

Here are some tips for providing excellent customer support for your mobile customers in the year ahead.

mobile customer support

Provide good content on your mobile site

With 61 per cent of people worldwide using mobile devices to regularly research purchases online, you may only have one chance to make a good impression[1]. Make sure your mobile-enabled site is optimised for search and gives customers, who may be comparing products, enough information to make a purchasing decision on the spot. This may include detailed descriptions, various angles for images, sizing guides and information on your returns and shipping policies.

Offer an alternative

Cater to customers who are a little wary of buying on their mobile by offering them an alternative method of payment. For example, Best Buy’s mobile site has a click-to-call feature on every page, which enables users order products directly over the phone as well as a section where users can find phone numbers and locations for their closest store.

Create an app

Apps can take your customer service to the next level with click-to-call features, easy checkout and trouble-free account management. By simplifying and speeding up the buying process for your customers, you can reduce your checkout bounce rate as well as increase your revenue.

Be speedy

Studies have repeatedly shown that speed is critical when it comes to converting potential customers[2]. With one in four users abandoning a site that takes more than four seconds to load, aim for speed on your mobile-enabled site, and make sure to respond to all customer inquiries as quickly as possible[3].

Integrate your mobile customer service

Mobile customers expect the same level of customer service that they can get in-store or online, so be sure to incorporate your mobile customer service model into your existing processes.

With 2013 set to be a year where more people access the internet through mobile than desktop, there is no better time to offer your customers a superior mobile experience through excellent customer support. Call Acromobile today to learn more.

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Topics: mobile customer engagement, mobile strategy, mobile web, customer service, mobile apps, acquisition, loyalty