How would you feel if your customer downloaded your app and used it regularly? That’s the kind of result you want. But it doesn’t happen overnight. It takes a lot of work from your side.
After developing the best mobile app solution, and putting in all your efforts in marketing, if you don’t work on customer support or experience, you will lose the downloads a bit. Your design and marketing are all critical to acquiring the customer. The support and expertise will keep them engaged and retain them forever.
To retain people, you need to put them before everything else. Constant interaction, connecting with them at different levels, and extending real-time support whenever needed can help.
Before we answer the how, let’s take a quick look at the why.
Why Enhancing Customer Experience is Important for App?
When you constantly work on improving the customer’s interactions with your business, it will automatically impact their experience. For example, when a customer comes to you with feedback on the product and observes it has been incorporated, they return happier. This interaction led to a positive result, and it will improve further interactions with the brand.
With a positive customer experience on mobile apps, you can:
Boost Retention Rate
When a customer interacts with you, and the overall experience is highly positive, it will make them stay with your business for a long while. Eventually, your acquisition is turned into retention.
Brand Advocacy
A retained customer will likely talk positively about your brand and its experience. As a result, it can enhance advocacy and get more people to your business.
How to Enhance Customer Experience on Mobile Apps?
If these points have convinced you of the positives of customer experience, you need to know how you can augment it. Here are all the tips that can help enhance customer experience on mobile apps.
1. Seamless Omni-channel Interactions
When your customer decides to interact with your business, they may not always choose to use the mobile app. There is a chance they will connect with you through chat or social media. It is essential to build a 360-degree strategy that can help you offer seamless interactions irrespective of the channel.
So, whether they choose Instagram or your application, they will meet the same type of support, which translates into a fruitful experience.
It is impossible to deliver the apt experience from day one; however, if you continuously work on incorporating the feedback and consider the data-backed insights, you might have the right strategy.
2. Exceptional Customer Service
Extending customer support or offering continual service that helps them establish a good relationship with your mobile app can help. Let’s break down this point a bit. When your customer comes up with an issue and is not entertained, they may lose trust in your business and move out of the app.
However, if they are met with genuine faces that offer immediate help, take them through resolutions for the issue, and provide a big bright smile at the end of the interaction, they would stay longer.
To extend service, you can use multitudes of methods, including live chat and collaborative video tools.
3. Implement Chatbots
As your business grows, your customer base will grow, and it will be challenging to communicate with every person using limited resources. You will need to automate interactions without making them feel monotonous or boring.
You can implement chatbots into your mobile application for engaging and interactive conversations. These bots will respond in real-time, offer resolutions to the fundamental problems, take the user through the documentation, and try to solve the issue. If the chatbot cannot resolve the case, it will assign it to an agent who has experience in such issues.
It helps make interactions organized, smooth and real-time.
4. Adopting Self-serve
Self-serve options guarantee exceptional customer experience. When you use a product like HubSpot or Click Up, the team may not be precisely on standby to offer support. However, they have created an excellent knowledge base that you can use. For example, when you want to know how to use a particular feature in Click Up, you go to their knowledge center, type the query, and receive a link where the answer is present.
The chatbot support may also offer you similar links. These self-serve options allow your customers to set up, use and even resolve their problems with the product. It makes them feel empowered.
5. Train your Employees
To build a customer-centric interaction, you need to work on being employee-centric. Instead of expecting your team members to know the processes or how to extend service, train them. Make them feel empowered through the journey. Offer them various ways to interact and resolve the issues.
When you invest in your employee, you invest in the customer experience. When the people behind the app or the product have extensive communication skills, resolution abilities, and product knowledge, the customers will feel excited about using your product.
6. Social Listening is Important
If you are not listening to your customers yet, go to the social media channels and listen to what customers say about your brand. Social conversations are essential for businesses, as it helps understand what issues the customer is facing.
Testimonials are important for acquiring a new customer base. It is the social proof that helps advocate your product/service to other potential customers. If your social evidence suggests issues, you might want to work on solving the problems to turn every customer into a brand advocate.
7. Incorporate Feedback
When a customer doesn’t find your application usable, they will share their feedback with you. As a responsible business, you should not just try to look into the input but incorporate it if it can enhance usability.
Taking your customer’s feedback seriously can help improve customer experiences and enhance your business’s overall sales and retention.
- Identify if your product meets the end goals of the user.
- Check if the customer feels satisfied using the product.
- Understand what some of the shortcomings are.
With these points in mind, you would be able to improve the experience and retention.
8. Interact with your Customers
Sending out messages, connecting with them, and talking to them continuously can help enhance the experience. However, your interaction should not be limited to existing customers; you should also communicate with potential and lost customers.
Define the customer lifecycle and strategize interactions and communication for every stage. This will enhance their experiences, and they may engage better with your brand.
9. Reward your customers
If it weren’t for your customers, you wouldn’t be experiencing the kind of sales and prospects you are. It is essential to reward your customers and appreciate their loyalty.
You can run a loyalty program, offer discounts through campaigns or engage with them through various modes. Amazon often provides early access to their sale for the members. This privilege will make the user stay longer with your brand and improve loyalty.
10. The clarity in Value Proposition
The value proposition is a crucial element of your customer experience. If your customers are clear about the value they will gain by using your product, more people will be associated with the product.
It is essential to be clear about what your company sells. Talk about how the product or service will enhance the customer’s life. Make sure the messages are short but clear to drive more value and generate sales.
11. Personalize Interactions
It is important to dive into interactions that are relevant to the user. A person looking for more understanding of the product is not ready to make the purchase. They need to be educated. At the same time, people who have stopped using your product need a completely different level of interaction.
It is, therefore, important to make interactions personalized to improve their experiences. Work on what the customer wants and how they can benefit from your interaction and accordingly strategize the communication.
12. Measure the Correct Metrics
When you are working on improving customer experiences, it is crucial to choose the right metrics. You should know the customer analytics that can help you know if the customer is satisfied with your interactions, how they feel about your brand, and whether or not the net promoter score is good.
Choose metrics that can help you decide if the experience you are serving will help the customers or if they need more from your business. It will help you keep working on it till you meet the satisfaction score.
13. Empower your Employees
When your customer is happy, they spread the word, and your brand gains from it. However, customer satisfaction depends greatly on customer service, which indirectly depends on the team members. If your employees are empowered to help the customers, resolve problems and make important decisions, the customers will be happier with the resolution.
Connect with your team members on the problems they believe the customers face. Talk to them about the issues they face when interacting with the employees. Offer resolutions that can make your employees feel good and eventually help you with customer resolutions
14. In Sync with the Trends
Whenever you build a mobile solution, use the latest trends to create an interactive experience. For example, if you have IoT in your mobile application, it can improve convenience and help with customer satisfaction.
Similarly, if you can introduce machine learning to improve personalization, you should also use that opportunity.
15. Be Customer-centric
As a business, you should think customer-first. Your strategies should be customer-centric so that you can enhance retention.
For this, you should introduce a customer-first culture. Check out how customers interact, what are some things that interest them, and offer them solutions accordingly.
Amazon does this through recommendations, and you may also like pages. It helps improve engagement and drives more sales.
Conclusion
Customer experience is vital to improving brand sales and retention rates. It helps boost loyalty and advocacy, which will prove cost-effective when acquiring new customers.
Working on interactions and enhancing experiences for a growing business plays a pivotal role. You should optimize your mobile app to make interactions frictionless, and every user enjoys the experience.
