Customer service is about being there for your customers. It doesn’t have to be face to face. Its about communication and response.
An app is a solid presence. Customers can use it any time of day or night and from their phones. People take their phones with them everywhere.
Your app can provide a constant, professional and accessible way for your customers to ask for help, give feedback or make a complaint and get a timely resolution.
Added to this a customer can get your app at any time and find out about your product or service. They can buy a product, add it to their wish list or book an appointment for a service.
This compliments the already successful strategy of a company website but remember people take their phones everywhere with them while their desktop computers and laptops remain behind!