Today’s top brands, businesses and consumers are already taking advantage of mobile device features such as location, messaging and cameras to provide a more engaging user experience. This mentality has not extended to the company itself.

Mobile employees are also customers

Mobility is an integral part of the totality of enterprise workflows, but user support and service engagement are largely absent from enterprise strategies. Companies that view their mobile employees as internal customers can reap the same benefits of customer service and mobility support as brands do in the consumer world. Employee support should not be isolated from support calls and HR relations. Part of the problem that fuels this gap is in the mobile efforts that many companies channel into other pursuits, while limiting feedback opportunities for employees. As applications evolve to be more transactional, mobile employees are more likely to have support functions within applications.

In support of mobile employee apps

According to surveys, sixty-five percent of companies plan to build ten or more enterprise mobile apps within a year. This presents an ideal opportunity to extend mobile customer service to employees so they can use their mobile devices in a similar way to how their customers use them, and all for work purposes. Companies can build self-service applications to help employees answer basic questions. Examples of mobile care services include notifications, floor plan or other mapping services (to find conference rooms or the cafeteria, for example) and time recording for certain locations (to catalog customer visits or keep track of traffic, for example). An employee must be able to start, stop and resume an interaction through mobile channels without losing data. CC photo by OpenClipart-Vectors Source: http://searchmobilecomputing.techtarget.com/opinion/Mobile-employees-are-customers-too