Why mobile optimization should be part of your support strategy

In the ecommerce world, the trend is clear - more and more customers are turning to their mobile devices for their online shopping. A recent article by CNBC, shows how an impressive $5.3 billion in US online sales for Black Friday 2023 came directly from mobile devices. As customers increasingly browse and buy using their smartphones and tablet, they are also more likely to seek support through same devices. This should make a compelling case for business to prioritize mobile optimization in their customer support strategy.

Customers now expect to receive support as conveniently as they make purchases - instantly and from anywhere - with studies showing that over 50% of all internet traffic comes now comes from mobile devices. This should push companies to adapt their support strategies to be more mobile-friendly in order to maintain customer satisfaction. Mobile-optimized support sites can reduce the time it takes for a customer to find help, leading to instant or fast resolution times. Streamlined navigation and mobile-specific features such as one-click call or in-app chat functionalities can further enhance the customer’s experience.

Transitioning to a mobile-first support strategy requires a comprehensive approach. The start point should be understanding your mobile users behavior and preferences (through analytics and customer feedback). Ensuring that your support website/portal is fully responsive and provides an optimal viewing experience on any device is critical. Mobile users should find what they need quickly - simplified menus, streamlined content, and prominent display of contact options.

Your customers want you to meet them where they are - on their phones, in their times of need. Investing in a journey towards a more responsive, intuitive, and accessible mobile support experience can be a powerful stride towards building lasting customer relationships.