PROBLEM
Traditional support setups using mobile hardware to walk through common app issues have long been the norm, even though they come with a set of obstacles that reduce efficiency and customer satisfaction. Mobile app support regularly posts the worst metrics across the contact center.
New releases take six weeks to move into documentation for support. Contact centers have a hard time succeeding while they wait.
of agents lack the knowledge they need to provide better service.
MaddynessMaintenance costs for phones are high and go up exponentially as teams get bigger. There often aren’t enough phones to meet agent needs. Switching phones between agents can take a long time.
Higher total cost of ownership for physical devices compared to cloud-based solutions.
Frost & SullivanCall center agents are often exhausted from juggling multiple devices and dealing with frustrated customers. High staff turnover results in costly hiring and training cycles.
Average amount of contact center employee churn every three months.
MedalliaSupport teams frequently deal with sensitive personal information and financial data. Without strict access controls and encryption, these interactions are easily compromised.
of app related information security incidents were a result of careless errors during support ops.
Verizon
SOLUTION
Give support teams a faster way to reproduce issues, guide customers, and troubleshoot mobile workflows in real time.
Keeping agents aligned with the latest app versions improves troubleshooting and resolution times.
No waiting on hardware or setup. Agents can instantly access virtual devices whenever they need them.
Immediate access to any Android and OS experience means agents have the tools and access they need to successfully resolve calls faster.
Virtual devices make it easy to protect vital customer information, and to limit who on your team sees what.
“Businesses that have a streamlined, well-documented support process with access to the latest mobile versions see a 20% reduction in customer churn compared to those with outdated resources.”
Appetize is versatile and user-friendly, making it a popular choice for a wide range of customer support scenarios and team needs. Build flexibly on top of Appetize, integrate your favorite solutions, and watch your teams reap the benefits.
