Schedule a call with our outsourcing expert now and get a precise quotation that meets your requirements. Don't wait - get started today!
As of 2017, millions of mobile applications are available in the two leading app stores in the world — 2.8 million in Google Play Store and 2.2 million in 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 is forecasted to rake around US$189 billion in revenues by 2020. 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, in any way, neglect the needs and demands of their users.
Mobile and internet connectivity has pushed the game to a whole new level. Mobile app users expect immediate help or resolution to their problems. That way, they could get the best 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
User error is one of the arising factors why mobile app users 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. Because bugs can slow down the application, it can make them unsatisfied, primarily if mobile app companies don’t act immediately.
Keeping the 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, aside from 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 during times of need. As a result, fewer people will become 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 do tech support correctly, they can build better relationships with the users.
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!
TALK TO US!
Contact us today for more information.
