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Customer Service and Support

How to Ensure Consistent Customer Support on the Go with iOS

By Vijaya Pathangani

Reviewed by Gaurav Sharma

Last Updated: January 15, 2024

How to Ensure Consistent Customer Support on the Go with iOS

When it comes to providing exceptional customer support, you cannot leave iOS users behind. Reportedly, about 92% of iPhone users plan to stick with Apple for their next purchase:

Apple commands this kind of loyalty, thanks to its seamless user experience and innovative products. However, providing customer support to disgruntled customers requires more than rolling out insanely creative CSR ads or inspirational marketing content.

In this guide, we will look at the key challenges of offering on-the-go support for iOS customers in particular and look at relevant solutions to make the experience hassle-free for users.

Driving Customer Support with Mobile App: iOS-based Challenges

Given the tough standards Apple has built around the coveted iPhone, keeping the iOS customers pleased is a daunting task. Here are some challenges contact center managers may face when dealing with iOS users on-the-go:

  • Device Complexity: Sure, iOS devices are fancy. But this also means that the device can throw users in a loop. In other words, customers might need help with everything–from basic operations to advanced settings. This makes it crucial to have a well-trained team at all times, attrition or not.
  • Software Updates: iOS regularly releases software updates, and not everyone jumps on them right away. This can lead to compatibility issues, and customers may need assistance getting up to speed.
  • Apple Ecosystem: The iOS ecosystem encompasses various devices, from iPhones to iPads, each with distinct characteristics. Ensuring your support team can adeptly address a wide spectrum of device-related issues is essential.
  • Connectivity Issues: Mobile users often contend with fluctuating network connectivity, including slow Wi-Fi or intermittent cellular coverage. Your support team should possess the expertise to troubleshoot these connectivity challenges effectively.
  • Time Zone Coordination: Serving customers across multiple time zones means providing flexible support hours to customers. This often translates to the contact team adjusting their work hours (and not vice versa).
  • Remote Troubleshooting: When customers are on the go, they may need assistance for issues instantly. This is where the team offering troubleshooting solutions remotely can become a big problem–whether it’s due to the customer’s limited understanding of the technical issue or even something as basic as connectivity problems.

How to Use an  iOS App for Customer Support, the Right Way

Here are some tips contact center managers can leverage to enable agents to deliver a seamless support experience for on-the-go iOS users:

Support Strategies to Embrace Actionable Tips
1. Select a Reliable App
  • Choose a trusted iOS VoIP app that is known for its reliability and quality to offer stable communication.
2. Evaluate Network Strength
  • Ensure that your support agents have access to strong and stable internet connections (Wi-Fi or cellular). The customer interactions should be crystal clear.
3. Keep Devices Updated
  • Maintain a policy of regularly updating iOS devices and the VoIP app to access the latest features and security enhancements.
4. Test Call Quality
  • Conduct test calls in different locations to assess audio quality and connection stability. This will help you to identify the potential problem areas easily.
5. Equip with Headsets
  • Encourage support agents to use headsets or earphones to improve audio clarity and minimize background noise during calls.
6. Foster Efficient Communication
  • Train agents to collect and provide clear, concise information during customer interactions.
7. Promote Professionalism
  • Train your agents to be courteous, patient, and respectful across all customer interactions.
8. Encourage Documentation
  • Instruct agents to take notes and capture screenshots if needed during calls. You want to keep detailed records of important customer data.
9. Explore App Features
  • Familiarize agents with the app’s features, such as call recording and screen sharing, so that they can resolve issues quickly.
10. Utilize In-App Resources
  • Ensure that your agents are aware of in-app help resources and FAQs to enable them to provide customers with self-service solutions.
11. Monitor Customer Feedback
  • Gather feedback and ratings from customers to assess service quality and identify areas for improvement within the app.

These tips will empower contact center managers to optimize their use of an iOS VoIP app for customer support and deliver effective without any hiccups.

No One Does VoIP App for iPhone Better Than JustCall

Unsurprisingly, 76% of Apple customers believe Apple offers better support than its competitors:

If you want to level up your customer service game, you need to try the JustCall iOS App download feature. Here’s what makes the JustCall iOS app features a cut above the rest:

  • Convenience: You can call your clients directly from the JustCall iOS app.
  • Concurrent calls: You can create a call center with team member devices.
  • Schedule calls: You can schedule calls at the click of a button, thanks to JustCall’s built-in calendar and Google calendar integration.

To get a demo or try your hands at a free trial, connect with a JustCall sales specialist right away.

Vijaya Pathangani

Vijaya Pathangani

Vijaya heads the Global Support team at JustCall, where he has played a pivotal role in expanding the support team and diversifying its channels and services. Under his guidance, the team consistently earns top customer satisfaction scores. With a passion for team-building, Vijaya is committed to empowering his staff to deliver unparalleled customer experiences. In addition to his managerial responsibilities, he is a certified Leadership Coach, specializing in helping leaders overcome their unique challenges to achieve success.

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