The Customer is Always Mobile: Why Mobile Support Makes a Better Product

It is no secret that online reviews affect a potential consumer’s trust in a product. Reviews are often the first thing a customer relies upon, and those 1-to-5 stars have a massive impact on potential purchases. In a survey last year by Dimensional Research, 90% of respondents claimed that positive online reviews influenced buying decisions. 86% felt dissuaded by negative online reviews. Keeping customers happy with mobile support becomes a priority for a company when only 12% of respondents on average see customer reviews as a nonfactor. In terms of sales (and therefore growth), highly reviewed products are simply better.

Better Service, Better Reviews

What does a company need to find success with positive reviews? A reflexive answer is that an amazingly developed product leads to a satisfied customer review. Of course it does. Yet thinking of customer assessments as primarily an engineering issue will have a company reeling with how human they and their customers are. It implies that the product development will have zero errors (which is highly unlikely). When customers inevitably have an issue, staying ahead of the competition in support services is the most useful way to keep customers happy with your product no matter what issue arises.

The need for greater customer service practices has become even more apparent since The 2013 National Customer Rage Study published by Customer Care Measurement & Consulting found that people are no more satisfied with customer service than they were in the 1970’s. In fact–despite more investment in current customer service infrastructure and better overall policies–most consumers are dissatisfied with the way that complaints are handled. The study concludes that the problem is companies simply aren’t reaching their clients effectively:

“Today, most companies have adopted many of the correct policies but have failed to properly execute these practices. They are doing ALL THE RIGHT THINGS, THE WRONG WAY. Further, the upgraded investment in corporate complaint handling departments has evidently NOT kept up with customers’ expectations.”

Increasing customer satisfaction in your product means innovation in corporate complaint handling. 800 numbers, emails, and website forms are not going to see real results. That’s where in-app mobile makes all the difference.

Follow the user into mobile

Recent data shows that the users’ preference is now the mobile device. A survey gathered by the business analytics company comScore indicates that mobile app usage has officially overtaken PC internet usage in the US. They elaborate that “the shift follows a free fall in PC sales, which suffered their worst decline in history”, with comScore’s VP of Marketing adding “smartphone adoption, meanwhile, increased 39%, according to research firm IDC. This trend will likely continue thanks to improved user experience on mobile apps”.

product to capture the market without the same logic for customer service is quickly becoming nonsensical.

Great customer assistance = better user experience

Maintaining a highly rated and successful product means eschewing practices that have proven mediocre with consumers for almost 40 years. To find the unique edge in customer happiness efficiency that gives your product critical acclaim, the best place to start is a customer support structure that utilizes the success of the mobile app. Helpshift delivers a better way of providing customer assistance to an emerging mobile market. By allowing customers a way to provide feedback and easily engage with customer service in-app, Helpshift incentivizes positive reviews.

TLDR: Data shows that negative app reviews affect app sales and current methods of customer support are not satisfactory. Serve your mobile customers better (and improve your product) with Helpshift, mobile help-desk solution.

To learn more about Helpshift, try it out free for 30 days or request a demo today!

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