Self-Service Mobile Apps: Help Your Customers Help Themselves
As consumers come to increasingly rely on their mobile devices such as the iPhone, iPad, and Android smartphones and tablets to interact with the world around them, businesses are gaining opportunities to serve these customers in new and innovative ways. More and more, businesses are finding ways to help their customers help themselves, with mobile and online self service applications used for everything from ordering a pizza and tracking its delivery, to keeping track of sensitive financial or health information. Indeed, Forrester Research Inc. found that shifting any given customer interaction from a phone call to online processing can reduce business expenses from $35 to $0.75, yielding a net 98% savings![i] Not only do such self-service apps help save businesses time and money, but, when executed correctly, they can even enhance customer loyalty by maintaining consistent access to services in a way that might not be feasible if executed through traditional means.
It is important that companies who explore self service applications make sure they create something that is both easy to use and truly adds value in the customer’s experience. Some companies have found multimillion dollar investments go down the tubes because the mobile and/or online service platforms they created were too difficult to navigate, which sometimes led to a net increase in customer service by phone as customers kept calling in with tech support questions. Mobile apps are often judged even more harshly, with over half of the mobile app users in a recent survey reporting that they would delete and forget a mobile app which demonstrated any functional errors.[ii] These findings demonstrate the importance of making sure your customer self service application is created with the utmost care.
Self Service Apps at a Glance
Consumers are finding numerous useful applications of online and mobile self service applications, including the following:
- banking apps
- travel apps
- telecommunications account maintenance
- cable, media, and internet apps
- retail and shopping apps
- dining apps
- utility service apps
The potential uses for self service applications go much further, however: a recent study found that over 90% of smartphone users would replace traditional customer service channels like phone support with a mobile application if given the opportunity.[iii] With the use of smartphones and other powerful mobile computing devices such as the iPad and Android tablets only expected to rise even further, a business that neglects putting a mobile self service strategy in place for its customers does so at its own peril.
DDA Apps specializes in the kind of custom online and mobile application development that is sure to help any business succeed in attracting, retaining, and growing a loyal customer base. As a vertically-oriented business, DDA Apps has a diversity of capabilities and skill sets that allows it to take on even the most sophisticated application design and development challenges. Additionally, DDA Apps consistently maintains a proper focus on the importance of marketing strategy. DDA Apps will ensure that with every detail of the design and experience of your mobile or online application the messages your organization conveys will only serve to enhance your brand in the eyes of your customers. DDA Apps is also a universal developer, capable of designing and programming applications that can work across virtually any platform you can imagine, from the Apple iPhone and iPad to Android tablets and smartphones and more. When your business or organization is ready to embrace the future of customer service and support, contact DDA Apps.
photo credit: <a href=”http://www.flickr.com/photos/flybritishairways/5116688459/”>BritishAirways</a> via <a href=”http://photopin.com”>photopin</a> <a href=”http://creativecommons.org/licenses/by-nc-nd/2.0/”>cc</a>
[i] Rich, Laura. “Self-Service: Help Yourself.” June 1, 2004. CIO Insight. Ziff Davis Enterprise. November 13, 2012. http://www.cioinsight.com/c/a/Trends/SelfService-Help-Yourself/
[ii] ClickFox. “Survey Findings: Mobile Apps for Customer Service.” May 31, 2012. Call Center Times. November 13, 2012. http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/338/Default.aspx
[iii] ClickFox. “Survey Findings: Mobile Apps for Customer Service.” May 31, 2012. Call Center Times. November 13, 2012. http://www.callcentertimes.com/Home/tabid/37/ctl/NewsArticle/mid/395/CategoryID/1/NewsID/338/Default.aspx