Traditionally, supporting mobile app users is slow, inefficient, and prone to miscommunication. Mobile app support staff lack the training and access to troubleshoot properly, a problem compounded by needing to resolve tickets across a variety of devices.
There often aren’t enough phones to meet agent needs. Switching phones between agents can take anywhere between 30 minutes to a week. The larger the team, the higher the costs.
of agents can’t access a customer’s correct app version, causing resolution delays
Gartner Customer Service and Support Leaders Poll 2021New 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.
MaddynessPoorly trained support teams can’t efficiently resolve customer issues, leading to bottlenecks and backlogs.
Fewer resolved tickets per day with outdated tools and training
ZendeskSupport 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 operations
Verizon
With Appetize, teams can see new versions and updated features before support tickets come flooding in.
Instant access to any Android and iOS experience means agents have the tools and access they need to successfully resolve calls, faster.
Easily provide up-to-date versions to internal teams, without the need to run endless maintenance and link updates. No need to painstakingly maintain and distribute APKs, and no need to set up Testflight for each user.
Cut average call resolution time with better trained agents. Agents are trained on the latest app version and have the knowledge they need at their fingertips. Track, record & review sessions to onboard new team members.
Virtual devices make it easy to protect vital customer information, and to limit who on your team sees what. Flexible deployment methods and security at every level means each security requirement can be met.
“When a client encountered a mobile-specific issue, our client experience agents had to ask for screenshots to investigate and report the problem to our engineering team. This … hindered our ability to deliver the best client experience.”
Unblock your support teams with mobile cloud emulators. Whether you’re training a new hire or assisting customers in real-time, Appetize makes it easier and faster to deliver effective support.