Practical Ecommerce

13 Customer Service Mobile Apps

Supporting your ecommerce site does not mean you have to be chained to your desktop computer. There are a number of mobile solutions for offering customer support on the go.

Here is a list of applications for providing customer support from a mobile device. There are full customer service platforms, as well as applications to enhance your support capabilities. There are both native and mobile web apps.

Customer Service Mobile Apps

Zendesk. Zendesk is a ticket-based customer support suite with knowledge and community features. The mobile app allows you to access all your support ticket views, a real-time list of activity on tickets, comments and ticket fields, predefined responses, search, TextExpander, and more. Available for Android, iOS, Windows Phone. Price: Mobile app is free; Zendesk starts at $24 per agent/month.

FAQ. FAQ is an “Email Composer” that holds the answers to the questions your customers most often ask. It also holds a range of opening and closing phrases to match the tone of the enquiry, and images, maps or diagrams you may need. Available for iOS. Price: $2.99.

OTRS. The OTRS iPhone app provides anytime and anywhere access to all your tickets within the open source OTRS Help Desk system. Check assigned queues, escalated, and watch-list tickets. Answer on tickets via email, close tickets with an additional note check. Available for iOS. Price: Free.

Satisfaction Remote. Satisfaction Remote is a third-party client for Get Satisfaction, a customer service community application. Provide support and collect feedback. Satisfaction Remote also provides code to embed support for GetSatisfaction within an app. Available for iOS. Price: Free.

UserVoice. If you have a native app, you can integrate UserVoice with only a few lines of code. UserVoice provides easy-to-use feedback, help desk, and knowledge base management tools in one platform. Price: Basic plan for one agent is free; Helpdesk and Feedback plan starts at $25/month.

Kayako. Kayako is a help desk and real-time customer support suite. Create, respond to, and manage customer tickets and requests. Mobile app offers full ticket management, notes and time tracking support, searching, and support for filters. Available for Android, iOS, Windows Phone. Price: Mobile app is free; Kayako starts at $29 per user/month.

ClickDesk. ClickDesk sends the chats and calls to your GTalk or Skype. Login to those IM clients from your mobile or tablet and answer all your chats and calls even while you are on the go. Price: Free for one agent and 30 chats/month; paid plans with unlimited chats start at $9.99/month.

Desk.com. Desk.com is a small business CRM platform from Salesforce.com. See all your customers in one place and engage them across all your support channels (Twitter, Facebook, phone, email, chat and discussion boards). Use the mobile app to track, respond and re-assign cases while you’re on the move. Available for Android, iOS, Windows Phone. Price: Mobile app is free; first agent is free, add agents at $49 per agent/month.

IdeaScale. IdeaScale brings out the best ideas from your customers and stakeholders by giving them a platform to share, vote and discuss feedback. Every IdeaScale community is mobile-optimized. IdeaScale is available for iOS. Price: App is free; plans start at $15/month.

BlazeLoop. BlazeLoop’s customer engagement solution refers real-time customer input to frontline staff for action and resolution. Direct what’s being said about your business on social media to your mobile location for action and resolution. Use real-time metrics to replicate good practices and improve business operations. Contact for pricing.

Parature. Parature is a multi-channel customer service platform that includes a ticker support system and a chat application. With Parature for mobile, both you and your customers will be able to leverage Parature service and support experience via all major mobile and tablet devices. Look up tickets by ticket number, access to ticket views and queues, update tickets, and more. Contact for pricing.

Freshdesk. Freshdesk automatically converts customer emails, Twitter mentions, and comments on your Facebook pages into support tickets. Customers can create tickets themselves via the self-service portal. The mobile-optimized Freshdesk app lets you carry your customer support right in your pocket and works on all mobile devices. Price: Up to three agents free on Sprout plan; advanced plans start at $16 per agent/month.

SmarterTrack. SmarterTrack is a helpdesk application built for tracking, managing, and reporting on customer service and communications, including sales opportunities and support issues. Businesses can manage employee and customer communications across multiple channels on any desktop, tablet or mobile device. Price: First agent is free; additional agents start at $199.

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Sig Ueland
Sig Ueland
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Comments ( 5 )

  1. EPS23 March 21, 2013 Reply

    Hello,

    I am thinking of starting an online shop, specifically for the mobile market.

    However, as I fortunately do not have a website that needs to be mobile optimized, can anyone explain why I need to waste time and money (neither of which I can spare) going the long (mainly unnecessary) way around to build a "regular" E-commerce website first – for PC users – when my target market is DEFINITELY mobile first and PC user second?

    Am I missing something here? Namely, that no purely mobile (e-commerce) site templates* (*that could also be accessed and viewed by PC users) actually exist? And that’s why I have been going around in circles online (for the past few weeks) trying to find one?

    Additionally, can anyone explain why most of the shopping carts available do not allow for "multiple currencies," and/or make it possible for one to use only a third-party payment processor of one’s choice?

    Any advice and assistance in this regard would be sincerely appreciated. Thank you.

    EPS23
    South Africa

  2. Ben Stralings June 27, 2013 Reply

    Hi,

    I think this blog is missing out on several other good customer support tools. One of them that tries to be different is Casengo. It offers single timeline for customer cases (hybrid messaging), email and great live chat functionality. First agent is always free. http://www.casengo.com

    Snapengage is another great tool you might want to try: http://www.snapengage.com but it has the focus primarily on live chat.

    Ben

  3. Sergey August 30, 2013 Reply

    Smart way to collect and manage feedback for your iPhone and iPad applications.

    http://userecho.com/userecho-for-ios/

  4. Jeniffer November 23, 2013 Reply

    Nice list of customer service tools for mobile. Live2Support is also nice tool which is available on iPhone and Android mobile phone. It should be listed here but now missing. http://www.live2support.com

  5. Mike March 6, 2014 Reply

    I think what the GripeO website and mobile app is doing to disrupt the customer service model, not just the technology, is really exciting.

    Their site is: http://www.gripeo.com

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