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If you are launching a new app or promoting an existing one, you will likely face many challenges. As of today, there are already 1.96 million apps on the App Store and 2.87 million on Google Play. What could you do to make your app stand out from the field of competitors and start building a loyal following? Increasing your emphasis on customer service could help you improve your overall customer experience. Let's take a closer look at the different types of customer support you should be offering to differentiate yourself from the competition.
You already allow your customers to access your app at any time and from anywhere in the world, so your hours of operation may not always coincide with those of your local competitors. Due to this, your company needs to offer 24/7 support to make sure your customers have access to assistance no matter what time zone they are in. 90% of Americans consider customer service when deciding whether or not to do business with a company. So, regardless of what time of day it is, you want to project a positive image of your company.
With all of the communication channels available today, it would be inappropriate to ask your customers to always email for support. You need to include things like instant chat in your customer support. Live chat is the most popular service, with a 92% satisfaction rate. The reason for this is that it offers instant assistance without even leaving the app. Additionally, you should consider messaging apps, social media, and traditional channels like phone and email.
Growing your app involves resolving customer issues prior to them snowballing into bigger problems. In fact, 67% of churn can be prevented if companies resolve problems immediately. It will also help maintain your reputation since, on average, Americans tell 15 people when they've had a bad experience with customer service. In other words, all of the hard work you put into building your app could be undone by just a few bad experiences.
A study of customer service confirms that people do not like waiting. More than 60% of customers simply hang up if they have to wait longer than one minute. As for live chat, the same applies. A live chat session lasts on average 2 minutes 40 seconds, which defeats the entire purpose of this channel since the customers expect an instant response. Regardless of the communication channel you offer, just ensure that you are sufficiently staffed and are able to respond in a timely manner.
Aress Support has all the help you need for hiring extra customer support agents if you need it.
at Aress Support, we can provide your company with qualified customer support folks, find tools that will work best for your app, and create a clear strategy to exceed the expectations of the most demanding customers. Please write to me at firstname.lastname@example.org for more info.
Category: 24x7 Technical Support