Help Desk Tips is a weekly series featuring best practices and tips from support professionals on optimizing your help desk and support department.

We just hit 220,000 customer emails, and with such a daunting volume, I rely heavily on a mobile help desk to stay on top of customer support.

If you’re looking for new ways to keep up with your customers, or you want to start providing 24/7 support coverage, it’s important to have a mobile version of your help desk.

This is especially the case when you factor in response time as an important benchmark for team success. With Help Scout’s Help Desk app for iOS and Android, you can create, assign, and close conversations, add notes, and respond to customers. Features like push notifications keep me on track and remind me to follow-up on unfinished tasks.

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Also, if you have the Help Scout Slack integration enabled, you can easily share Slack threads in the Help Scout mobile app or open Conversations from the Slack mobile app. This cross-app capability is very convenient to use on your phone when you're on the go.

The ability to manage your account from anywhere keeps you accountable to your customers and prevents you from dropping the ball on conversations.

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Will Stephens

Will Stephens

Will is the co-founder of BeerMenus, a software platform connecting over 5 million beer lovers with more than 30,000 restaurants, bars, and stores that sell great beer.