My Current iPhone Apps by Eduardo Gutierrez de Oliveira via Flickr
In today´s fast-paced world businesses, state agencies, enterprises and other entities are communicating and staying connected through mobile devices. Whether it is a laptop, tablet or smartphone chances are you are using apps for personal or professional reasons.
Since the mobile revolution took off the technology built-in has allowed to do unprecedented things unlike any other time. At some point during the usage of any of those nifty apps installed on your iOS or Android you ran into technical problems, and after troubleshooting you had no resolution. According to the business to consumer (B2C) customer solution, Helpshift, the findings suggested that one out of every five mobile users seek help with their apps installed.
In addition, the data pulled from Helpshift´s data scientists conducted a poll of 1.3 billion devices and at the same time monitored over 3,000 apps. To put into perspective consumers 22 percent are actively are looking for help and this is where support for a mobile app will be mission critical for any organization.
“At Helpshift our goal is to bring Customer Relationship Management (CRM) into the post-PC era,” said Abinash Tripathy, CEO and co-founder at Helpshift. “This data proves the value of in-app customer support. Just as other technology is evolving, so too is CRM and customer support. We must tailor our support to our customers’ needs and meet them in their preferred context, so that brands can engage and retain mobile customers. Helpshift achieves that goal by being the only in-app support solution built specifically for mobile. We’ll continue to provide the best support we can and keep customers returning to your app.”
When a company invests on customer retention and providing a high quality customer experience the reviews along with customer satisfaction will be high. Below are some additional findings by the company:
- Users who engaged with a specific help topic within an FAQ were much less likely to file a support ticket than those who merely used the Help section as a way of contacting the company for support.
- The contact rate after viewing a specific FAQ dropped to a mere 2%, or roughly 1 in 50, thus proving the efficacy of proactive in-app support.
On top of investing in standard operating procedures that resolve customer problems look at investing further in frequently asked questions, so customers feel part of something more than just a service or product acquired.
The Chief Revenue Officer (CRO) at HelpShift explained during a telephone interview how important it is to provide that in-app support.
Helpshift — In App Mobile Help Desk & Support
“Even if customers resolve their issues with FAQs there is still a percent of those that are like I am still confused. We provide the in-app ability to chat with an agent and share photos back and forth with screens telling them what to do. Thanks to the proactive action of the agent the consumer receives a high quality experience to get their questions answered and are able to resume successfully using the app,” said Kevin Grant.
By Helpshift (Screenshot of “Why In-App Mobile FAQs Are Essential To mobile Customer Service)
Anthony Carranza 