‍ Efficient customer service with a service app

This is how companies benefit from optimized service processes

In today's digital era, customers expect fast and easy support — a challenge that companies can effectively address with mobile service apps. Mobile customer service applications help companies optimize their service processes, increase customer satisfaction and reduce costs. But what exactly are the benefits of service apps? The following findings from recent studies provide clear answers.

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1. Increasing efficiency and reducing costs

Companies that invest in mobile business applications benefit from an average return on investment (ROI) of 35%, according to a survey by Adobe. This means that the financial resources used pay off quickly in the form of cost savings and productivity increases.

The reasons for this positive effect are manifold:

• Increased productivity: Mobile apps optimize work processes by enabling employees to retrieve information faster and work more efficiently. For example, support requests can be processed more quickly, reducing waiting times and increasing customer satisfaction.
• Better communication: Digital solutions can simplify reconciliations and avoid delays. This results in faster response times and better internal collaboration.
• Reduced costs: Automated workflows reduce the need for manual intervention, reduce error rates and minimize customer service costs. This leads to a noticeable reduction in costs and increases efficiency in processing inquiries.
  Investments in mobile solutions pay off quickly, particularly in areas such as technical support, field service and call center management.

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2. Improving employee satisfaction

According to the Global Service Study 2023 by PwC, the use of customer service apps has significant benefits for service employees. In particular, routine inquiries, which account for a large proportion of calls to call centers, can be automated through digital self-service solutions. As a result and the improvement of the working environment, companies not only increase employee satisfaction and agent experience, but also their motivation and commitment.

Positive effects of service apps on the work environment

• Relief for employees: Fewer monotonous tasks lead to higher job satisfaction. Employees can concentrate on more demanding tasks and make better use of their skills.
• More focus on complex issues: Service employees can deal more intensively with challenging inquiries, which not only increases customer satisfaction but also increases motivation.
• Lower fluctuation: An improved work environment can help companies retain qualified employees in the long term. Since the job market for customer service specialists is tight, companies offer more attractive jobs with modern digital solutions.

Here you can find an article on the subject of agent experience in customer support.

3. Increased sales and new sources of income

According to Adobe, mobile apps can improve customer loyalty and open up new customer groups, which has a direct impact on sales. Companies that invest in an optimized mobile user experience benefit from higher repurchases and stronger brand loyalty.
Companies that integrate personalized services into their apps can directly boost their sales through targeted offers and special promotions. This is how they use their customer service app directly as a digital marketing channel.

How do mobile apps help increase sales?

• Higher conversion rates: More deals can be generated through personalized recommendations, simple ordering processes and push notifications.
• Cross- and upselling: Companies can specifically integrate additional offers or premium services into their apps. This promotes additional revenue streams and strengthens customer loyalty.
• New target groups: Mobile apps make it easier to open up new markets as they are available anywhere and around the clock. An expanded offering, which is specifically tailored to new target groups, opens up additional potential. Apps offer additional monetization options, particularly in the areas of telecommunications and IT services, by proposing premium features or personalized tariffs.

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4. Customer loyalty and customer satisfaction

According to Capita Europe, mobile apps are becoming increasingly important as a customer service tool. Companies that offer their customers digital self-service solutions benefit from a stronger customer loyalty and higher satisfaction scores.

How can mobile apps improve customer loyalty and strengthen loyalty?

• Faster problem solutions: Customers don't have to be on hold, but can solve many issues on their own. By using the app, customers quickly receive solutions that significantly increase their satisfaction.
• Personalized experiences: Apps enable individual recommendations and tailor-made offers. As a result, customers feel better looked after and are more likely to remain loyal to the company.
• Continuous availability: Customer self-service functions are available 24/7 and increase the availability of customer service. This helps to increase service quality and reduce churn. Improved service quality reduces the cancellation rate and strengthens long-term customer loyalty. Companies that rely on modern self-service solutions can significantly differentiate themselves from the competition.

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Conclusion: Why a service app is worthwhile

In summary, by using a service app, companies can not only optimize their internal processes, but also sustainably increase customer satisfaction and loyalty. With a service app such as MyProvider from Conntac, companies can not only optimize their service processes, but also sustainably increase customer satisfaction. Contact us today to learn more or request a demo.