Your Source for Providing a Better Customer Service and Customer Support Experience » iphone http://blog.parature.com The Parature Blog Thu, 22 Jul 2010 22:02:43 +0000 http://wordpress.org/?v=2.9.2 en hourly 1 Parature Mobile Application for the iPhone http://blog.parature.com/parature/parature-mobile-application-for-the-iphone/ http://blog.parature.com/parature/parature-mobile-application-for-the-iphone/#comments Wed, 19 Aug 2009 15:12:57 +0000 Parature http://blog.parature.com/?p=273 Parature has created a mobile ticket system that empowers customers to be proactive and engaged in their campuses, communities and organizations by providing access to Parature Portal™ functionality from their iPhone and iTouch mobile devices. This mobile application provides customers – whether they are students, citizens or consumers – with an easy-to-use, efficient mechanism to conveniently report incidents when and where they see them. The application can be leveraged by colleges and universities to encourage students, faculty and staff to be engaged in the welfare of their campus by reporting incidents and maintenance issues such as broken lights and vending machines. Government agencies, facilities management or any organization that wants to leverage mobile technology can benefit from this application as well. Tailored to take advantage of the iPhone’s capabilities, the application is touch friendly with graphically rich features capable of displaying images like maps or rich text content such as relevant articles easily retrieved through a knowledgebase search. The location capture feature can help facilitate quick fixes to open incidents by automatically capturing the location of the customer at the time the incident is reported, and the ability to attach a photo of the problem or issue to the incident report can further expedite response times. Additionally, Parature customers can brand the mobile application to have the same look and feel as their support portal to become a recognizable extension of their existing customer support site.

Customers interested in learning more about this application, please contact your Parature Account Manager.

]]> http://blog.parature.com/parature/parature-mobile-application-for-the-iphone/feed/ 2 Convenience – Are you providing it for your customers? http://blog.parature.com/customerserviceexperience/convenience-are-you-providing-it-for-your-customers/ http://blog.parature.com/customerserviceexperience/convenience-are-you-providing-it-for-your-customers/#comments Tue, 18 Aug 2009 14:34:02 +0000 Parature http://blog.parature.com/?p=253 Mobile Applications for Customer Service

Mobile Applications for Customer Service

Mobile devices, such as the iPhone and iTouch, are very popular among tech-savvy consumers, thus mobile applications are in high demand. So, with this trend among the mainstream does it make sense to have mobile customer service/support applications for those always on-the-go and attached daily to their mobile devices?

Mobile applications can provide an easy-to-use, efficient mechanism to report incidents when and where they occur or a convenient method to search a knowledgebase for on-demand information. Nationwide, for example, has developed a mobile application that will guide drivers through the steps to take after an accident. Their mobile app capabilities include calling emergency services, helping drivers collect and exchange accident info, locating Nationwide agents, taking and storing accident photos, and helping their insured’s begin the claims process to name a few. “The Nationwide Mobile app for iPhone is a great example of our commitment to developing innovative solutions that help simplify our customers’ lives.” Colleges and universities can leverage mobile technology to encourage students, faculty and staff to be proactive and engaged in the welfare of their campus by reporting incidents and maintenance issues such as broken lights and vending machines. Government agencies, facilities management or any organization that wants to leverage mobile technology can benefit from these types of applications as well. Hilton Hotels has launched a mobile application giving iPhone users accessibility to the hotel chain’s Internet features to improve customer service. Their customers “enjoy the convenience of making and changing bookings on-the-go.”

Mobile applications for customer service are not only convenient for the customer, but can also facilitate faster response times. Location capture features can help facilitate quick fixes to open incidents by automatically capturing GPS location of the customer at the time an incident is reported. The ability to attach a photo of the problem or issue to an incident report can further expedite response times.

Tell us how mobile applications fit into your customer service and support strategy – or do they? Are you currently leveraging mobile technology for support within your organization? As a consumer would you like a mobile channel option for customer support? What are the positives…negatives?

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