Total number of mobile app downloads reached 218 billion in 2020. The industry’s revenue is predicted to reach $693 billion this year. There are about 9 million different mobile apps. Each of them might experience technical issues and require a customer support team to take care of customer inquiries and requests.
With an average mobile user having up to 80 apps on their device, mobile app support has become one of the most required and important customer support services.
What are mobile application support services and how to provide them?
In this article, we'll cover:
What Is Mobile App Customer Service and Support?
Mobile app support is a way of helping and guiding customers while they are using the app. A support team can provide app support via email, chat, phone or even with the help of co-browsing technology.
❓ Did you know? YouTube was the most popular mobile app of 2020. Its mobile audience reached 72.8%.
Mobile App Help Desk Tools
There are several mobile supported apps and chats that can be used for customer communication.
Mobile app support features from Zendesk would cost a business about $5-$99 a month and provide it with the most basic tools. It is toned down — there are no notifications or mobile app analytics.
SupportYourApp mobile app support teams use Zendesk for our clients’ products’ support. Our teams leverage Zendesk’s limited functionality to provide the best, most efficient and fast mobile app support, which results in a very high customer satisfaction KPI.
Costing anywhere from $50-$800, Intercom gives a support team the possibility to select the features they need and adjust their services to the required number of users.
SupportYourApp has learned how to perfectly set up the Intercom system to make sure all mobile app users get help and answers fast.
HelpCrunch might be the most optimal mobile support app. With their Standard plan costing $15 per user per month, it provides an unlimited number of contacts and a knowledge base. Both customers and support teams will appreciate its chat widget that can be integrated into as many mobile apps as needed.
Helpshift is a customer support platform that might prove useful for yet-to-be-popular apps. It provides free support for up to 10 thousand users per month. Its Starter pack has email and SMS support, analytics, and Salesforce, Zendesk, and Amazon Connect integrations.
QCRM – QUIDGET
SupportYourApp in-house developed QCRM and an online chat tool QUIDGET is also used by our support teams.
QUIDGET is integrated into a mobile app and gathers the information into our omnichannel, single-window QCRM. This allows all user information to be gathered in the same place.
How to Provide the Best Mobile Apps Support?
Implement Chat for Mobile Customer Services
Chat is the best solution when it comes to mobile app customer support. A customer can keep on using the app and provide the support team with more information along the resolution process.
Chat has a 21% higher customer satisfaction rate than email and 38% higher than phone. In mobile app support, chat can help:
- Exchange images and screenshots of the issue instantly.
- Provide instant answers without having to quit the app itself.
- Help connect customers with support teams whenever needed.
Implement FAQ and Knowledge Base
51% of customers want to be able to reach a support team 24/7. When it comes to mobile support, this topic becomes even hotter — users do not expect to come across any issues and can get more frustrated when faced with the need to contact a support team.
Customers will always appreciate a FAQ or Information section, where they can get answers not only on the resolution process, but on the app’s functionality, features, or updates.
FAQ can improve loyalty rates with 59% of consumers saying they are generally more loyal to businesses that have good and information-filled FAQ sections.
Implement Customer Response Templates
75% of customers want to get answers from a support team within 5 minutes from their inquiry. This time frame might be hard to fulfil for a mobile app support team due to a huge users’ volume. This is where response templates might be handy. Containing all information necessary to provide swift answers to standard questions, request screenshots or informing customers about escalation, they can greatly reduce waiting time.
❓ Did you know? About 46% of all mobile apps are owned by Google. 20% are owned by Facebook.
Leverage Follow-Up Mobile App Customer Support
We at SupportYourApp always follow-up customers on social media, App and Google Play Stores to find out whether their issues were properly resolved. This helps us always keep an eye on the quality of both the products we support and our support service itself.
Collect Mobile Support Apps’ Feedback and Process It Correctly
A 2019 survey found that 42% of businesses do not listen to their customers’ feedback. It also found that only 12% of customers believed businesses’ “customer first” statements. In no small part this is due to bad customer support.
Mobile apps are no different from any other support — vendors and mobile app developers should start listening to their customers and implement the changes based on their feedback. This may increase their customer satisfaction, loyalty and stimulate the growth of their retention rates.
❓ Did you know? There are about 7.1 billion mobile app users in total.
Is Mobile Apps Support Any Different?
Do mobile apps require different customer service? Android apps’ and iOS apps’ have users with the same need for a smooth customer experience. Speedy and correct answers, proper customer communication, omnichannel approach, empathy and respect — these are the main keys to a perfect and successful mobile app support.
Anna has been working as a writer for 5 years. She previously wrote about financial markets, conducting the research on the state of bonds and stocks on a daily basis. She is a keen reader with interest in historical literature and international cuisine. Her latest obsession — customer communication and ways to perfect it. If you want to connect with Anna, follow her on LinkedIn.Posted on