People rushing out towards mobile websites, Google ranking them up, users going gaga, meanwhile, all the effort you have put to get a killer mobile design and usability will be going in vain just because you do not optimize your customer service content and tools. According to a recent study, 63 percent of US adults use mobile for internet surfing several times a month, with a huge population, i-e., and 90% reporting a bad website experience.
Here are some tips to ensure your customers can access all the contact information and get the much-needed information effortlessly on the mobile.
1. Make sure your web content and media is optimized for mobile
What’s new in that? Everybody knows that, right? However, did you know many of the companies do not get the mobile-friendly design for service content pages? No matter how much tests you conduct to see if your website looks good across popular devices and is properly formatted if the web content is not optimized for mobile then it is of no use.
2. Links should be noticeable
Website users are being smarter; they know they need to skim the menu for trigger words in order to get what they want. Yet, there is no standard convention for the customer service. You can label the live chat links as Customer Care, Customer Support, Live Chat, or even place it somewhere near “Contact Us.”
On the desktop sites, the links to customer service are usually placed on the top right or bottom right section of the website. While using the mobile version of a website, placing the service links in global menus will make them less obvious.
One of the main problem with mobile websites is that links to live chat or customer service are mixed up with other content like “shop by brand” “email sign up,” “gift cards,” and even “Follow us” on the social media.
3. Make web links prone to tap
As claimed by the Baymard Institute, the best recommendation is to let a minimum “hit area” of 7 by 7 pixels near any click-friendly elements in your mobile design for ensuring no unpleasant surprises.
4. Support mobile live chat
Though 42 percent of customers have used live chat via mobile, much to the surprise, most mobile commerce websites are not offering live chat.
Allow your customers to discover the hours of live chat availability, including time zone. (Use GeoIP to provide the right help version with the correct time zone of user).
5. Track mobile service queries
To get a better understanding of your omnichannel customer service performance, it is recommended to identify mobile users that ask for your help. One advantage of tracking mobile inquiries is recognizing usability issues according to the mobile site, besides properly attributing the mobile website to sales that turn into offline.
6. Offer eye-catching help options in checkout
Make customer service options discover-able in navigation menus. Provoke a notch by forestalling when and where your mobile website’s visitors may need specific service, and use a call-to-action, judiciously. Many live chat software provides a seamless live chat integration on responsive websites.
The most important thing here is that you need to ensure that your customer service content helps the mobile customer, in all possible ways when s/he visits your website. In addition, try to keep your content intuitive just where and when your customer needs it.