In-App support services empower the customer to reach the customer service team and get a faster resolution through Bots and customer service agents within the currently used application.
The customer does not have to exit the application and look for a different channel for queries. This method has brought efficiency and accountability to the service. The customers can easily navigate through the app and get the issue resolved. Every single brand is now subscribing to In-App support to improve customer retention.
Customers are impatient, they want quick and hassle-free support. They simply go to the FAQ section and find out for themselves through answers, picture guides & videos. This saves the cost of the origination, builds credibility among customers.
The customers love interactions through chatting as it saves from the repetition of the same issue and provides a personalized approach as they can easily share screenshots or pictures to support the conversation.
Startups and medium-sized companies with their stringent marketing budgets find it difficult to get more exposure for their apps in the Google Play Store or Apple Store. Currently, there are over 1.6 million and 1.5 million apps in Google Play Store and Apple Store respectively. The costs of customer acquisition can be pretty high, which poses a major challenge for companies looking to find and target their user base. With an omnichannel support approach and targeted app download campaigns, companies specializing in in-app support focus on increasing the number of downloads as well as active users.
The focus of customer service outsourcing is to ultimately improve the customer experience. With thousands of apps serving the same purpose, reliable and efficient customer support is the key differentiator. Customers often have comments, ideas, and queries regarding the app. However, the lack of real-time and direct communication leaves many queries unanswered impacting purchase decisions.
Both customer feedback and customer interest are important for any budding business. With in-app support, you can get your customers indulged in real-time communication with your brand to get their queries resolved. At the same time, they can provide contextual feedback to make necessary improvements in the app.
The importance of acquiring new customers can’t be overlooked. However, it’s difficult to keep the customers engaged. Retention has been a major issue for most companies. According to a Harris Study, 86% of people switch to another company after a bad experience. Moreover, approximately 25% of downloaded apps are uninstalled after a couple of uses. It won’t be fair to blame the app. The primary reason for such user behavior is their growing expectations and lack of real-time communication. More often than not, customers aren’t aware of new features and their benefits. Moreover, delays in fixing issues can also lead to negative reviews, and the removal of the app. Companies providing in-app support ensure constant engagement with customers and fixing the negative app reviews. With live chat, voice calls, and other channels of communication, they successfully convert your passive users to active ones.
Great customer experience is less about interactions and more about conversations. Companies providing in-app support use knowledge base management to design excellent conversational interfaces that are easy-to-use. Knowledge base and knowledge representation are two key factors used to make chatbots intelligent. Right after the learning components via AI and natural language processing, knowledge base ensures the information gained is stored and used properly. This determines the quality of learning, and the level of intelligence your chatbot achieves. With an integrated approach, your chatbot is able to understand sentences accurately and provides customers with the right responses for better conversations. This not only improves the overall customer experience but also reduces downtime for resolving queries.
From a customer’s point of view this a more convenient way to get in touch for support. They like to engage with the brand in their way, so giving them a flexible platform has outfoxed all the customer service strategies.