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Print Posted By ECT News Network on 08/29/2017 in Mobile Tech Development

In-App Customer Support Must Be a Top Priority

In-App Customer Support Must Be a Top Priority

Consumers want mobile apps with quality in-app customer support, suggest results of a survey released this month by Helpshift, a platform provider for in-app customer service and support for mobile applications.

Radius Global Market Research conducted the online poll of adults in the United States this spring.

Eighty-one percent of the 2,170 respondents indicated that they use mobile apps.

Among the survey's findings:

  • Eighty-nine percent of respondents said they would recommend an app if a customer support agent proactively contacted them while they were experiencing problems;
  • Forty-six percent said they would try an app that offered live, in-app customer service;
  • Thirty-four percent said they would use an app offering in-app customer service;
  • Twenty-three percent indicated they would recommend such an app to friends; and
  • Sixteen percent said they would buy it.

Mobile App Issues Prevalent

Sixty-nine percent of respondents reported having a problem with mobile apps. Twenty-seven percent of them reported problems on a daily or weekly basis.

The survey revealed the following:

  • Forty-seven percent of respondents said they would delete apps that did not provide good customer support;
  • Twenty-four percent would give such apps a bad review;
  • Nineteen percent would express a negative opinion to friends; and
  • Eighteen percent would criticize the app on social media.

"Mobile app reviews and ratings are part of a company's brand reputation," said Cindy Zhou, principal analyst at Constellation Research.

"Responding to customer feedback and fixing app issues needs to be a priority," she told CRM Buyer.

Read more about what mobile developers need to address with in-app support solutions in the complete article on CRM Buyer.


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