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.
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.
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.
