10 Practical Tips for Effective Mobile App Customer Support
The era in which we are living now gives priority to users and consumers first. No matter what niche you are operating in, whatever your platform is, selling any kind of product, a customer always comes first. They are the essential aspect of any business. You need to do your best to facilitate them and enhance their experience with your app or website. When your customer is happy, your business will ultimately talk to success.
For empowering, businesses are trying to engage their users in multiple exciting ways to enhance their services and products. It is a continuous cycle and relates customer feedback with customer support.
To help you satisfy your customers and attract more towards your brand, we will provide you with the ten mobile app customer support tips in this article. Let’s start with the Help Ticket!
Help Ticket
In every list of customer support methods, you will always find the Help Ticket. It is a popular yet common way and comes with tons of advantages for your mobile application. Along with that, customers also get benefits from it as things become apparent to them. They see what agents are doing to escalate their concerns and solving issues.
Moreover, companies can also perform automatic analysis by using smart software to anticipate issues and fix them in the background. For example, if multiple users generate tickets for the same problem, it will get fixed for the entire community. For enabling such a feature for your business, you can look for Mobile App Development in Canada to significantly enhance customer support in your mobile app.
Understanding Mobile Communication Context
Depending excessively on the designing tools for augmenting consumer experience via smartphone is the trap most businesses caught themselves. One has to put context first. Companies can always value and satisfy their customers by grasping user profiles, buyer personas, and communication context.
To see where you are standing now, get the answer to the following questions:
For what type of consumers are you designing mobile interaction?
Is your user base experienced or novice?
Which element is triggering the need for mobile interaction for customers?
Do you have sufficient and relevant information to achieve the mobile interaction objective effectively?
Having answers to the mentioned questions leads to an efficient customer support experience for applications and websites. The input for making these interactions comes from the wireframe, adhering to the design.
Include FAQ Section for Quick Support
FAQ or frequently asked questions work as self-support for the audience. It consists of answers to those queries that every new user wants to know when they interact with your platform for the first time. In addition, the section handles some basic issue-resolving and reduces the ticket generating chances, ultimately saving the agent’s energy and time to work on the same repetitive tasks. For the FAQ portion, ensure the provided material and detail are easy to comprehend and discover. The goal is to create simplicity for mobile users when finding a problem’s solution.
Sound More Like a Human
A customer gets frustrated when they interact with chatbots and non-human agent. Make sure to balance the mobile users’ culture. Customers value human interaction more as they feel connected and know that someone is considering their concern and trying to solve the problem. An actual human can always talk with empathy to calm down the customer and make them understand. They can use the words according to the customer sentiments and responses they receive and interpret.
Messaging Functionality within the App
The majority of the customer preference is online chatting to raise their concerns. A tool built-in within the app for contacting makes communication as simple as sending a message. It will prevent customers from switching the channel and decrease aggravating factors, which leads to negative feedback of app on Google or Apple App store as they found it difficult to reach a company.
Responding Negative Feedbacks
It brings a higher rating for an app on Application Store and allows the team to tackle negative and bad reviews. Search users who reviewed your app with one or two stars and address their raised issue with a humble tone to make them feel important and calm down their anger level.
The approach works best for gaming and apps facing growth in their user base but doesn’t have a good customer service team to address user feedback.
This technique is also effective for apps with myriad reviews, but the team lacks handling them properly.
Enhance In-App Communication
While using a mobile application, users see different pop-ups on their display screen. However, don’t mistake them with notifications, as in-app messages emerge internally when a user opens an app.
With in-app communication, you can timely interact with your users, capture their interest in sales, share information on new products, services, or features, seek feedback, and provide assistance.
Don’t Forget Accessibility.
Accidentally touching on “Cancel” instead of “Save” makes the user frustrated. Placing buttons too close creates a mess, and it gets challenging to put the finger on the right option. So, to resolve that selection conflict, you need to understand the accessibility factor applicable to the intended audience you want to engage. For example, people typically interact with touchscreens using their thumb while two-handed users interact with one of their hand’s index fingers. Therefore, keep both perspectives in mind, understand user accessibility, and design app interactive areas in a way to avoid accidental touches.
Social Media Platform
Not using social media for business in today’s competitive world is a significant loss to a broad customer base. In addition, many types of research available on the internet suggest that users connected on business social media pages likely spend more on purchasing their products than those not engaged with the brand.
Using Newsletter to Update Customers
Remaining in touch with customers is highly essential. If you don’t interact with them, they will be less likely to remember you. Therefore, always show your customer your brand presence via sending them newsletters and promotional offers. Besides, encourage them to communicate on your social handles or through in-built messaging in a mobile application. The more you involve in conversation with the audience, the more it brings advantages to the business.
But don’t get overwhelmed with your social media interaction. Instead, maintain balance and share regularly but not aggressively and often. You can decide the period for sharing content according to your business niche.
Final Words
By following the ten tips mentioned above in your mobile app development, you can effectively satisfy your consumer base and solve their issues in the meantime or even before their occurrence. While developing a plan, include these tips to shape your app foundation to fit into the consumer paradigm.
If you are ready to initiate an app development project, in that case, you can contact a reliable mobile app development company in London that can help your company craft a robust mobile solution embedded with compelling customer support features.
Author Bio:
Hamza Iqbal Digital Content Producer for the software development company. He develops and implements content strategies for Cubix, along with aligning business goals with content marketing activities. He actively contributes articles related to digital and content marketing.