Fix the Help Button: Support Should Know What the App Knows
Welcome back to the 5-Minute CX Playbook: tactical, high-impact plays for CX leaders who want to build smarter, faster, and more human customer service. You're reading Play #3.
Your customer taps "Help" inside your app.
They're logged in, frustrated, and they need help, fast.
Instead, they get:
A chatbot requesting an order number the app already knows.
No way to upload a photo or chat with someone real.
A phone number… so they can call and start the process all over again.
Because your app knows your customer's location, purchase history, device type, and current session.
But your support team knows... their ticket number.
See the problem?
And the support experience doesn’t just break because it leaves the app.
It breaks because the handoff strips away everything the app knows and forces both sides to start from scratch!
Agents can't see customer state, purchase history, or what just happened in the session.
Customers have to re-authenticate and re-explain context that should already be there.
Both sides waste time rebuilding information instead of solving problems.
And the operational cost is brutal:
Support sessions requiring manual re-authentication see 43% higher abandonment.
Lack of in-app context leads to 3.2x more repeat contacts.
CSAT drops 31% when support breaks the app experience rather than extending it.
But here's the bigger miss:
Mobile support interactions are your highest-leverage retention moments.
Customers are already in your app, already engaged, and dealing with something important enough to seek help.
Get it right, and you've turned a potential churn moment into a loyalty win.
🐾 Just ask Wag, they rebuilt in-app support around real mobile behavior
—connecting their app data directly to their support infrastructure:
Biometric login that agents can verify in real-time.
Native mobile voice with full session context.
Secure image and doc uploads that appear instantly.
CRM integration that surfaces customer history automatically.
The result?
50% shorter wait times. 17% SLA improvement. 7% drop in abandonment.
That’s what happens when the Help button helps both sides.
🎯 Play #3: Fix the Help Button
Audit your top 3 mobile support flows:
Change account info.
Report a billing or product issue.
Upload a photo or document .
Ask:Does the app already know who I am?
Can I verify myself without typing passwords?
Can I share context-rich media (screenshots, receipts, photos)?
Would my agent see any of this context in real time?
The Insight
You already have the data. You already have the context. The only question is: can your support team actually see it when it matters?
The Action:
Start where you are. Run the audit. Share what you find with your team.
Every time you highlight a disconnect between what your app knows and what your agents see, you’re not just improving CX —you're making the case for better infrastructure that turns those retention moments into wins.
Bonus Mindset Shift 👁️
When I audit a mobile support flow, I ask:
Does the app help the agent help the customer in real time, with real context?
If not, I flag it as an infrastructure gap and track how it impacts both the customer experience and team efficiency.
Found this helpful?
Forward it to your ops team.
Or to the last person who said, "Our app's support is fineeee.”
Next Play drops soon. Stay sharp.
— The UJET Team