Tracking support ticket statuses and monitoring your customer service team's performance is one of your primary jobs as a customer service manager. Besides that, you also need to find ways to optimize processes and foster a culture of collaboration within the team. This may sound like a lot, but a customer service mobile app can simplify your job.
A mobile customer service software app allows you to monitor your support processes even on the go. Additionally, some apps have AI-powered chatbots that not only facilitate instant responses to customer inquiries but also reduce operational costs for your business. As exciting as this may sound, you still need to cautiously understand the functionalities of every app to see if it aligns with your needs.
To help you pick the right tool, we highlight the top seven mobile customer service apps based on sentiment analysis of reviews, arranged in order of percentage of positive reviews. Read more.
1. LiveChat
Trial/Free Version
- Free Trial
- Free Version
Mobile starting price
Device compatibility
LiveChat helps you engage with website visitors and provide real-time customer support through live chat. The mobile app allows support agents to communicate with customers, answer inquiries, and resolve issues. You can also integrate the tool with an AI-enabled chatbot that will automatically address common customer issues and push the chat to agents whenever human intervention is required.
Mobile features of interestPush notifications: Get instant alerts and updates directly on mobile devices about new messages, new tickets, and ticket updates. This feature will keep your agents informed about any new activity so that they can take timely action.
Multi-device support: Allow agents to access the app and its functionalities across multiple devices. It ensures that users can switch between different devices, such as smartphones, tablets, and computers while maintaining continuity in their customer service interactions.
Background mode: Keep the LiveChat app running in the background even when the users access different apps on their mobile devices. This ensures that they stay connected and receive real-time updates and alerts from the app.
Customer support: Knowledge base, webinars, and chat.
Who should consider LiveChat mobile app?
If, as a customer service manager, you’re noticing your team getting high volumes of support tickets with common issues that an AI-based chatbot can answer, you can consider investing in LiveChat. This way, your agents can focus on critical issues rather than spending time on general queries. Moreover, this will ensure your customers get round-the-clock support and immediate response.
79% of the users reported positive sentiments about LiveChat’s mobile app
2. Zoho Desk
Trial/Free Version
- Free Trial
- Free Version
Mobile starting price
Device compatibility
Zoho Desk customer service app for mobile allows support agents to manage customer inquiries and provide assistance on the go. It offers features such as ticket management, customer information access, and knowledge base access, empowering agents to deliver personalized customer support from their mobile devices. It also supports collaboration wherein teammates can add each other to a ticket via tagging and comment with each other to leave feedback.
Mobile features of interestTicket updates: Track and manage the progress of support tickets. It provides real-time updates on ticket status, customer interactions, and agent notes. Agents can add comments, change ticket status, or notify customers about updates, ensuring timely and transparent communication.
Priority view: Identify and focus on high-priority support tickets or tasks. This feature gives a specialized view highlighting urgent or critical issues, enabling agents to prioritize their work and promptly resolve the most important customer inquiries.
Team collaboration: Enables support agents to communicate, share information, and work together effectively. It allows agents to collaborate on support tickets, share internal notes, assign tasks, and discuss customer inquiries.
Customer support: Knowledge base, video tutorials, release notes, email, and chat.
Who should consider Zoho Desk mobile app?
If you aim to increase collaboration within your team as a support service team manager, consider investing in the Zoho Desk customer service mobile app. The app features a social media style tagging option, and commenting features will enable your team members to work collaboratively by sharing insights and resolving tickets faster.
71% of the users reported positive sentiments about Zoho Desk’s mobile app
/ Pro tip
Ensure that the customer service mobile app you select supports reporting and analytics on mobile devices. This will let you see the data related to the statuses of tickets and the performance of your agents in a comprehensive manner.
3. Dynamics 365
Trial/Free Version
- Free Trial
- Free Version
Mobile starting price
Device compatibility
Dynamics 365 is a suite of applications developed by Microsoft which also has a mobile app. It offers various modules to support multiple business functions, including Remote Assist for customer support. You can connect with customers remotely to solve their issues using the Remote Assist mobile app. Your technicians can use live video calling and screen sharing features to see and resolve customer’s issues.
Mobile features of interestVideo calling: Engage in real-time video calls with customers to facilitate face-to-face communication, enabling agents to visually assess issues, demonstrate products, and provide personalized assistance.
Session history: Record and store a log of past customer interactions and support sessions, including chat transcripts, call recordings, and notes from previous interactions. This information helps agents refer to past conversations, understand customer needs, and provide personalized support.
Annotation: Make notes, drawings, or markups on images or documents shared during customer interactions. It helps agents visually highlight important details, explain complex concepts, or provide step-by-step guidance.
Customer support: Knowledge base, chat, email, and phone calls.
Who should consider Dynamics 365 mobile app?
As an IT service manager, you can adopt Dynamics 365 to provide technical support to customers and access their systems and other applications remotely. The Remote Assist module will allow your technicians to access the server for collaboration or troubleshooting purposes remotely.
70% of the users reported positive sentiments about Dynamics 365’s mobile app
4. Zendesk Suite
Trial/Free Version
- Free Trial
- Free Version
Mobile starting price
Device compatibility
Zendesk customer service mobile app allows you to manage customer interactions across multiple channels, including email, chat, social media, and phone support. The app lets you create and manage a knowledge base that your service team can use to find updated information. Additionally, the tool has reporting and analytics capabilities that you can leverage to get insights about agent performance, sales data, ticket volume reports, and more.
Mobile features of interestTicket creation: Generate new support tickets to address customer inquiries or issues. Agents can enter relevant details, such as the customer's problem description, contact information, and ticket category, to initiate the support process and track the ticket's progress until resolution.
Ticket search: Find specific support tickets based on various search criteria. Agents can search by ticket ID, customer name, keywords, tags, or other filters to locate relevant tickets. This feature also simplifies the ticket management process.
Agent dashboard: Provide support agents with a centralized and customizable view to manage their tasks and interactions. It displays ticket queues, live chat conversations, ticket statuses, pending actions, and other essential metrics that they can use to prioritize work and stay organized.
Customer support: Knowledge base, community support, training courses, and chat.
Who should consider Zendesk Suite mobile app?
If you are a sales manager wanting to track the performance of your sales team, Zendesk Suite can be your customer service app. By using reporting and analytics features, you can generate reports to see the performance of your sales team. You can use this data to see the quality of service they provide to the customers and the time they take to address tickets. These insights will help you provide necessary resources or training to the team to optimize their performance.
61% of the users reported positive sentiments about Zendesk Suite’s mobile app
/ Pro tip
Look for international phone number support if you have a global customer base. International phone number support will allow you to provide localized support to customers from different countries.
5. Freshdesk
Trial/Free Version
- Free Trial
- Free Version
Mobile starting price
Device compatibility
Freshdesk customer service app allows you to manage support tickets via mobile devices. You can use the app to create tickets, send canned responses and help articles as replies, create ticket notes, and skim through the tickets by filtering them. Moreover, the app notifies you about pending, overdue, or unassigned tickets so that you can instantly take the necessary actions.
Mobile features of interestCanned responses: Create pre-written templates for frequently asked questions or common inquiries. Agents can quickly access and use these pre-approved responses to provide consistent and efficient replies.
Time tracking: Record the time spent on each customer interaction or support ticket. It helps monitor agent productivity, assess response times, and calculate the overall time spent on customer service tasks.
Customer information: Allow support agents to access customer data, including contact information, purchase history, previous interactions, preferences, and other relevant data. This information enables agents to offer personalized and tailored support.
Customer support: Knowledge base, video tutorials, FAQs, community support, and chat.
Who should consider Freshdesk mobile app?
As a customer service manager, you can benefit from Freshdesk mobile app as you can monitor the status of the tickets while you are on the go. The app will notify you if any tickets are not assigned to the team or are overdue so that you can jump in and take necessary actions, ensuring on-time ticket resolution.
60% of the users reported positive sentiments about Freshdesk’s mobile app
6. LiveAgent
Trial/Free Version
- Free Trial
- Free Version
Mobile starting price
Device compatibility
LiveAgent app offers a range of customer service tools that help you manage support tickets and provide support services via live chat and emails. The tool also supports integration with social media platforms so that you can manage inquiries received on your social channels. Moreover, agents can share files and documents with customers to provide additional information or resolve issues effectively.
Mobile features of interestChat: Enables real-time communication between support agents and customers. It allows customers to initiate instant text-based conversations with agents to seek assistance, ask questions, or resolve issues. The chat feature enhances customer engagement, provides immediate support, and fosters efficient problem resolution.
Ticket filter: Sort and prioritize support tickets based on specific criteria. Agents can apply ticket status, priority level, category, or date filters to organize and focus on relevant tickets.
Ticket routing: Automatically direct incoming support tickets to the most appropriate agents or teams based on predefined criteria, such as their expertise. It ensures that each ticket is assigned to the right resource, which helps improve response and resolution time.
Customer support: Knowledge base, video tutorials, and chat.
Who should consider LiveAgent mobile app?
If your support team has created multiple help guides, tutorials, and troubleshooting documents that help customers to self-resolve common issues, you can consider adopting LiveAgent app for your customer service needs. The app will allow your agents to easily share help documents with customers so that they can find the solutions to their problems independently. This empowers customers and saves the time agents spend resolving similar issues.
54% of the users reported positive sentiments about LiveAgent’s mobile app
/ Pro tip
Check available social media integration options of the customer service app you are considering. Social media integration allows you to monitor and respond to customer inquiries, complaints, and feedback posted on social channels promptly.
7. Aircall
Trial/Free Version
- Free Trial
- Free Version
Mobile starting price
Device compatibility
Aircall phone system and call center app help businesses make and receive local and international calls via mobile devices to conduct sales or provide customer support services to customers. The tool also gives access to support features that allows you to route incoming calls to appropriate agents or departments and set interactive voice responses to guide callers.
Mobile features of interestNote making: Create and store notes related to customer interactions. During conversations, agents can jot down important details, resolutions, and customer preferences. These notes serve as a valuable reference for future interactions, ensuring a personalized and efficient customer service experience.
Do not disturb: Temporarily block incoming notifications or calls to focus on specific tasks or take breaks without interruptions. It helps maintain productivity, reduces distractions, and ensures agents can manage their workloads effectively.
Call recording: Record and save audio conversations with customers. It enables businesses to maintain a record of interactions for quality assurance, training, and compliance purposes. Call recordings help assess agent performance, resolve disputes, and provide insights for improving customer service processes.
Customer support: Knowledge base, video tutorials, chat, and phone calls.
Who should consider Aircall mobile app?
Given that Aircall supports international phone numbers of more than 100 countries, businesses with international customers and a single support team can consider investing in this solution. Additionally, it supports team collaboration by allowing you to share selected phone numbers with the team so that everyone can follow the conversations happening and contribute as needed.
48% of the users reported positive sentiments about Aircall’s mobile app
Why should you consider a mobile app for your customer service needs?
There are several reasons why you should consider using a mobile app for your customer service needs. Let’s discuss a few of them here:
Real-time support to customers: Mobile apps enable customer support agents to access customer support tickets on the go and respond to them in real time, regardless of location. This leads to faster issue resolution, reduced customer wait times, and greater overall customer satisfaction. The ability to provide timely support contributes to a positive brand image and fosters long-term customer loyalty.
Quick access to self-service resources: Customer service mobile apps often include employee self-service features such as FAQs, knowledge bases, and troubleshooting guides. Support agents can refer to these resources anytime to find answers to customer queries independently, leading to quicker issue resolution, reduced support volume, and increased customer satisfaction.
Instant notifications about updates: Mobile apps can send push notifications to alert agents about new support requests or important updates. These notifications ensure that agents remain informed and responsive even when they are not actively using the app. By providing real-time updates, push notifications help agents stay on top of incoming queries, enabling them to address customer issues promptly and enhance overall customer service efficiency.
How are mobile customer service apps priced?
The pricing of mobile apps varies depending on the developer’s business model and the type of app. Here are some common pricing models you’ll find when looking for customer service mobile apps:
Freemium apps: | These mobile apps are free to download from the App Store and Google Play Store. However, certain features are withheld by the developer for paying customers. You can purchase additional features as per your need within the app. |
Free apps: | Similar to freemium apps, free apps are free to download and use. While these apps may have in-app advertisements or other forms of monetization, you don’t need to pay anything to access the app’s features or functionalities. |
Paid apps: | Paid apps require you to pay an upfront fee for downloading the app from the App Store or Google Play. These offer a more technical and immersive experience compared to the free apps. |
Frequently asked questions when selecting mobile customer service apps
Here are some common queries that might pop up in your mind while looking for a customer service mobile app for your business.
What are the alerts and notifications options of the app?
Most customer service apps commonly offer alerts and notifications about support tickets via push notifications, email, and SMS. But having the option to prioritize certain notifications, such as high-priority tickets, is a plus as it lets the agents see what they need to focus on first. Similarly, the option to mute notifications for a certain period of time allows the agents to focus on other tasks of their job without getting distracted.
Does the app come with a virtual assistant?
A virtual assistant provides instant and round-the-clock support to users, reducing the workload on human agents. Virtual assistants can handle routine inquiries, such as FAQs, order status, and basic troubleshooting, freeing up agents to focus on more complex issues. They improve response times, enhance customer satisfaction, and ensure consistent support. Additionally, virtual assistants can gather user data to offer personalized recommendations and insights, enhancing the overall customer experience.
How many users does the app support?
Checking the number of users who can use a customer service app is essential to ensure its scalability and performance. An ideal app should accommodate the needs of a growing business without causing app crashes or slowdowns. Knowing the app's user capacity allows you to plan the growth of your support agents team.