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 kill 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 center teams can’t succeed 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 anywhere between 30 minutes to a week.
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 endless, 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
by providing instant access to your mobile apps.
Access to the latest app versions means agents have the information they need to resolve tickets and hit KPIs faster.
No waiting around, access any virtual device, anywhere, as fast as a single second. Don’t keep customers on hold.
Instant 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support process with access to the latest mobile versions see a 20% reduction in customer churn compared to those with outdated resources.”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.