From crisis to open day: why teams need a real mobile workflow in customer engagement 

Customer expectations don’t pause just because you’re not behind your desk. Crises break, events get busy, and questions arrive on WhatsApp while colleagues are out in the field. If your workflow still assumes “we’ll deal with it when we’re back at the office”, you’re already behind.  

A real mobile workflow means you can publish, respond and route questions directly from your phone, so conversations keep moving even when you’re nowhere near your laptop. 

Crisis and incident communication: minutes matter 

In a crisis or incident, the difference between “we’ll post about it later” and “we’re on it now” is huge. Think of a public transport disruption, a digital outage, or a system going temporarily offline. You don’t want scheduled “happy” posts going out while people are looking for urgent information. From your phone, you can pause those posts, publish a clear update and react to the first wave of questions on social media, WhatsApp or live chat. 

With a mobile workflow, you can answer recurring questions with consistent messaging, and route specialist questions to the right team (for example, IT, safety, or customer service) without waiting until you’re back behind your laptop. That keeps your tone calm and proactive and gives your audience the feeling that someone is paying attention in real time. 

Events and open days: meet people where they are 

Events, open days and onsite activities are ideal moments to build visibility and trust. Think of an open day at the town hall, a customer conference or a neighbourhood event. With a mobile app, you don’t just share live photos or videos; you can also respond to comments, questions and mentions while you’re still on location. 

That back-and-forth creates more engagement and a stronger community feeling: people see that you’re not only broadcasting but listening and joining the conversation. You can thank visitors for coming, answer practical questions (“Where can I park?”), and quickly share highlights that capture the atmosphere. 

We see the same pattern on our own channels: event-related posts have 16% higher reach and generate 43.5% more likes than average updates.  

Field staff: the eyes and ears of your organisation 

Colleagues in the field are often the first to see what’s happening on the ground. Maybe it’s a broken traffic sign, a popular new walking route, a long queue at a service desk or a question from a resident or customer. Adding a real mobile workflow lets them reply to social comments, live chats or WhatsApp messages directly, or assign them to the right team if they don’t have all the answers. 

That way, valuable context doesn’t get lost in notebooks, inboxes or side chats. It flows straight into your existing customer engagement process. 

The Engage mobile app: a companion to your desktop, not a shortcut 

Switching between apps, delays in response times and a higher risk of missed messages… It’s exactly what you don’t want during a crisis, an event day or when field staff are your eyes and ears on location. What you really need is a connected view in your pocket. 

That’s why the Engage mobile app is built as a companion to your existing environment. You have access to all channels connected to Engage, can draft, schedule and publish social posts on the go, and see incoming queries from social, live chat and WhatsApp in one place. You reply or assign in the same way you’re used to on desktop, with a Progressive Web App (PWA) that’s stable, simple and always up to date. 

Briefly put: when your team truly needs a mobile workflow 

A good rule of thumb: mobile becomes a part of your communication strategy the moment important conversations don’t wait for office hours or office locations. In that situation, a mobile workflow turns into a natural extension of your existing channels, processes and dashboards. When using Engage, desktop remains your base, but your ability to respond, inform and engage travels with you, so your communication strategy actually matches how your organisation works in real life.