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Why Mobile Apps Need Technical Support?

By Magellan Solutions

Updated on June 3, 2024

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As of 2024, millions of mobile applications are available in the two leading app stores in the world — 3.2 million in the Google Play Store and 1,9 million in the Apple App Store. On the other hand, mobile app downloads reached 197 billion in the same year. Because of this massive growth, the mobile application industry had around US$119.6 billion in revenues in the first quarter of 2024. Additionally, technical support services become more crucial as the number of users who experience difficulties with their mobile apps increases.

A necessity for business survival

Without consumers, a business dies. This is why mobile companies should not neglect their users’ needs and demands.

Mobile and internet connectivity have pushed the game to a whole new level. Mobile app users expect immediate help or resolution to their problems, which allows them to get the most value out of the product.

The pitfalls of lousy customer service

If you cannot meet the demands of your customers immediately, your attrition score (lost customers who uninstalled or stopped using the product) will increase, and your sales will decrease. For instance, the American Express 2017 Customer Service Barometer found that a single example of poor customer service can trigger 33 percent of Americans to look for another company. That’s more than a $62 billion annual loss for US companies alone, NewVoiceMedia revealed.

Common technical issues in mobile applications

Due to the number of mobile phones, technical issues abound, and we are here to help. Among the common technical problems we found are the following:

User error is one of the factors that causes mobile app users to seek technical support. An external factor influences this, or when the user did an action that caused the problem. The computer, hardware, or software is usually in good condition. An excellent example is when a user unintentionally deletes a critical file system.

Limited technical knowledge is also a reason why users need technical assistance. Because they are not well-versed in what to do when a particular situation arises or are unaware of knowledge base articles, forums, or FAQs, they call mobile app development companies directly.

Other technical issues, which deal on the internal side, require immediate attention.

Software glitches caused by bugs have several negative implications on both the users’ and the company’s sides. Glitches prevent users from getting the most out of the application. Depending on the severity of the issue, it can cause the app to behave in unintended ways, produce an incorrect or unexpected result, or cause the program to crash or freeze the mobile phone. If not traced and fixed immediately, it can lead to tremendous damage.

Last year, software failures cost the economy US$1.7 trillion in financial losses, the Tricentis reported. It affected 3.6 billion people and caused more than 268 years of downtime.

Users usually seek technical support services, not knowing they are already experiencing software errors. Bugs can slow down the application, making them unsatisfied, primarily if mobile app companies don’t act immediately.

Keeping your business alive with the help of technical support services

Technical support services can help mobile development companies in a variety of ways, as follows:

  • Damage control
  • Reputation management
  • Customer relationships

These three factors are crucial in maintaining the stability of a mobile app company, in addition to the incredible, helpful, and out-of-this-world ideas of app developers.

Damage control

Sometimes, customers spot glitches faster than in-house software engineers and app developers. Suppose technical support representatives discovered it was caused by a bug, not just a simple user error. In that case, they can notify the developers immediately to prevent the issue from worsening. To ensure that the user does not uninstall the application, the tech support agent can assure them that the case is being handled.

Reputation management

They can garner negative reviews on app stores without technical support services to assist app users when they need them. As a result, fewer people will be interested in downloading their app, resulting in declining sales.

Customer relationships

Technical support representatives communicate directly with mobile app users. Statistics say that 78 percent of people purchase a brand or service because of support interactions. So, as long as mobile app companies provide tech support correctly, they can build better user relationships.

Along with better relationships comes loyalty, a key to increasing sales and widening the customer base.

Customers of this generation become more demanding as technology makes things easier for them. They expect better experiences: convenient, personalized, and immediate.

Meet their expectations to ensure the survival of your mobile app company.

For technical support services, contact us today!

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      Why Mobile Apps Need Technical Support?

      Magellan Solutions

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