5 Ways to Improve Customer Service Using Mobile

Group Health Cooperative developed an award-winning app that gives users access to their medical records from a mobile device.

Are you looking for new ways to improve customer service?

Recently, out of sheer determination, I found myself using a smartphone and a non-mobile site to place an order while standing at a retailer’s cash register – just short of bending over backwards, all for a discount.

While my mobile experience was lackluster, it doesn’t have to be that way! Check out these five organizations that are using mobile technology to deliver a better customer experience:

1. Self-Checkout: Magic Beans

Magic Beans is a Boston-area retailer that sells toys and baby gear. In 2010, they launched a mobile self-checkout app, which allows customers to scan products for more information, receive offers and skip the register by paying on their phones.

The company behind the app is AisleBuyer, which powers mobile shopping solutions for retailers, restaurants and grocery stores. As reported by MediaPost, 18% of Black Friday transactions at Magic Beans were handled by the app.

2. Mobile Ordering: Hotel Bel-Air

You don’t need to be a fresh prince (couldn’t resist) for royalty treatment at Hotel Bel-Air. The high-end Los Angeles hotel has equipped every room with an iPad that guests can use to order room service.

The iPads utilize Intelity’s ICE (Interactive Customer Experience) platform, a slick set of self-service hospitality tools. USA Today reports that 75% of people who order room service at the hotel now do so from the iPad.

3. Healthcare App: Group Health Cooperative

Group Health Cooperative is a nonprofit healthcare system that serves more than 600,000 people in Washington state and Idaho. Possibly the most useful app ever invented, Group Health Mobile lets users refill prescriptions, e-mail the medical team and access test results.

The healthcare provider partnered with Slalom Consulting to design and develop the app. In December 2011, Group Health Mobile was recognized as “Mobile App of the Year” at the Flashies, with the award presented by none other than Sir-Mix-A-Lot (serious!).

4. Mobile Feedback: City of Macon, GA

Macon is a city with a population of just over 90,000. Last month they announced that residents can use their mobile devices to place service requests for everything from damaged sidewalks to potholes and missing garbage carts.

The service is powered by SeeClickFix, a company that develops mobile applications and other tools to foster transparency and efficiency in local governments. Their mobile apps allow users to report and track the progress of their requests in real time.

5. Text-for-Info: Mariposa Loft Apartments

Mariposa Loft Apartments is a rental property located in Atlanta, GA. They’re using a well-promoted SMS campaign to deliver apartment information to prospective renters.

The rental company employed Dallas, TX-based IRIO to manage this campaign. The customer service angle? I didn’t have to stop jogging to find out everything I needed to know about these apartments in seconds.

Could similar ideas work for your business? I’ve included links to the technology provider behind each one – take a closer look and see how you can use mobile to gain a service edge.

About the Author: Cory Gaddis is a regular contributor to the 60 Second Marketer and helps Mobilize Worldwide create mobile marketing campaigns for a wide variety of clients.