7 Ways to Improve Mobile App Customer Support
Top-notch mobile app customer support is critical as it serves to engage, build long-lasting relationships with customers, and gain access into their minds.
In our article, we discover 7 ways to adopt for your customer support approach, that will help you and your business keep mobile app users satisfied with the services and products you provide.
According to the report published by Global Web Index market research company, smartphones are the most commonly used devices for accessing the internet. 91% of internet users in 2020 prefer smartphones to PC/laptops and tablets.
This increasing number of mobile internet users is the main driver for the global growth of mobile ecommerce apps users.
Mobile apps provide a unique opportunity for companies to:
- Build brands;
- Increase sales;
- Boost competitive advantage;
- Stay in touch with billions of people.
No matter what your business niche is, customers and users always come first. That is why companies worldwide strive to deliver comprehensive support to their customers.
So let’s dive in and take a look at 7 proven tips that can help provide your mobile app users with outstanding support service.
1. In-App Messaging
These are slip-outs and pop-ups delivered to your users while they are using your mobile app. In-app messages, unlike push notifications, appear when the app is opened, internally.
In-app messaging allows you to:
- Interact with the users at just the right time;
- Catch attention with up-sales and useful notifications;
- Facilitate onboarding process;
- Share product updates and new features;
- Requests for feedback;
- Offer support and assistance.
The key advantages of in-app messages include:
For a mobile app developer, in-app messaging is easy to implement, as the feature does not require major changes to the app code. Messages can contain texts, images, or can be a combination of both.
- Custom and personalized
Unlike push notifications that are sent out to hit the masses, in-app messages follow the preferences of your user. Through storage and analysis of your users’ data, you can have an opportunity to “talk” to each of them “in person”.
- Following the app style
In-app messages follow the look & feel of your mobile app. They are perceived as an integral part of the application and serve to improve the users’ engagement.
2. In-App Native FAQ
Having an excellent in-app FAQ section provides your mobile app with greater self-sufficiency.
Native FAQs is a win-win all around as they allow:
- The users to easily find answers to their questions;
- The store’s agents to receive fewer tickets to deal with.
3. Multiple Communication Channels
Here is the social media channels use percentage statistics.
Providing multichannel communication enables you to reach out to the customers through all of their preferred ways of getting news and information.
According to the survey held by CommBox customer support and messaging platform, the most frequently used communication channels are:
To satisfy your customers, make sure your mobile app support service is available through email, phone, chatbot, and at least one messenger or social media, like Facebook.
4. Human Attitude
As interactions with the customer go virtual, staying “human” becomes as vital as never before. Customer service is a human interaction. Mobile app users expect to be treated as individuals.
Provide them with personalized experiences and a tailored approach. Consistently delightful communication will help you to drive loyalty through meeting your customers’ unique needs.
In addition, the way you talk to customers impacts your brand.
Below are ways to help you talk to your customers like people:
- Mirror your customer’s tone;
- Use informal phrases;
- Give directions chronologically;
- Reframe directives using collaborative words;
- Use the future tense as a language tool;
- Show, don’t just tell;
- Reply in a timely manner;
- Offer Options;
- Offer to help further.
A warmer attitude will make your mobile app users and customers feel listened to and heard.
5. Customer Information Storage
The collection and storage of customers’ information serve to understand the needs and provide better support services.
Businesses collect users’ data to use it for:
- Improving customer experience
Analysis of customer behavior, reviews, and feedback help to effectively modify goods and services and boost customer experience.
- Refining marketing strategy
Users’ data provides businesses with a better understanding of how consumers respond to your current marketing campaigns. It helps to adjust the company’s digital presence and fit into the current market conditions.
- Security purposes
Users’ data can serve to secure private and sensitive information. Just like voice recognition and other biometrics data storage features serve for user authentication and authorization in banking mobile apps.
6. Self-Support Option
According to the data provided by Nuance Enterprise, 67% of the customers prefer to use self-service instead of communication with the company’s support managers.
The self-service option is an opportunity for customers to complete an action or a task without the company’s assistance.
Self-service has 2 major benefits:
- It helps customers to find a solution to an issue even outside of the customer support service working hours;
- It reduces the strain on your support services managers by liberating them from the necessity to deal with recurrent cases.
As a result, customers’ satisfaction increases while the overall spending costs of your company can be reduced.
7. Automatic Follow-Ups
Automatic follow-up systems help to prioritize the order of customers who need help with their issues.
The process of customers’ requests sorting looks pretty much as follows:
Step 1. The system separates old tickets that need to be actioned;
Step 2. A unique tag is applied to the whole bulk of these old tickets;
Step 3. The corresponding customers are asked if they still need help;
Step 4. Those who still have issues become a priority for the support team.
So as you see, mobile app customer support includes a rich selection of options to fit any demand of a business and virtually any need of a mobile app user.
If you are in doubt about an app customer support service option that can help your business activity the best, contact NEKLO. Our experts will provide you with an opportunity to implement a robust mobile help center boosting customers’ satisfaction and increasing your firm’s market value.