THOUGHT LEADERSHIP

How to create great customer service? Be more visible on mobile

Oct 11, 2018
Phones are no longer limited to making calls and sending texts; they have transformed into personal assistants. They are now being used to buy goods, pay bills, and discover the world in the palm of our hands.

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Phones are no longer limited to making calls and sending texts; they have transformed into personal assistants. They are now being used to buy goods, pay bills, and discover the world in the palm of our hands.

In the Philippines alone, 62 million Filipinos are active mobile users who spend at least 4.2 hours a day using their smartphones. With this much involvement with mobile devices, the importance of executing comprehensive mobile strategies to boost brand visibility has never been more glaring. Mobile now has a lot of influence over the customer’s buying journey and it’s high-time businesses strike the iron while it’s hot.

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Visibility is the key. Be visible on various digital platforms like mobile apps, search engines, websites, and social media by crafting your mobile strategy. By being a part of your customers’ mobile browsing, it will be much easier for your business to create an impact since they can already explore what you have to offer and gauge if you fit their needs. Simply put, you allow your customers to consider you.

But you have to ensure that your online information is accurate and comprehensive which includes store locations, store hours, prices, on-stock products, including your privacy policy.  

When UPS created their own app, the company was able to diversify their market and reach customers they weren’t originally servicing. As of 2017, they manage at least 142.7 million tracking requests per business day.

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Additionally, you must know who among your market prefers using their mobile devices and are most likely to do research about what products and services are most recommended in their local area. It didn’t come as a surprise that the younger market would rather conduct digital transactions.

In order to maximize the benefits of being visible on mobile, you have to create engagements for your customers through social media like Facebook who was able to penetrate 18+ years old and older at 81%.

Invest in the right tech. Creating an engaging experience for your customers is important, but are you providing them a memorable one? Being visible is one thing, but you must offer them something that your competitors don’t have, your unique selling proposition.

One way to take ahead in this “Experience Economy” is by creating your own app. But gone are the days when people are impressed with tangible rewards or extra service. They are now more emotional and attached with the brands they purchase; they crave for something memorable. Thus, it is crucial to know what your customers want and make them see that you’re creating various ways to create wonderful experiences for them.