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Complete guide to mobile app customer support
On This Page
Introduction: Guide to mobile app customer supportIt starts with customer
valueWhy you need app support: Customer support directly impacts customer
retentionThe growing need for mobile customer serviceBenefits of mobile app
customer support1. In-app customer support increases conversion and retention
rates2. App customers are more likely to leave positive reviews3. In app support
enhances the app’s functionality4. Provide mobile app help to your customers
where they already areHow to build customer support within your own mobile app
using Sendbird1. Utilize in-app messaging2. Knowledge base and FAQ pages3.
Notification center4. Use a notification center5. Integrate AIFurther integrate
your customer support with your mobile app

NEW SURVEY

HOW CONSUMERS PREFER TO COMMUNICATE WITH BUSINESSES

Download report
On This Page





COMPLETE GUIDE TO MOBILE APP CUSTOMER SUPPORT

Aug 15, 2023
Ysabel Villamor
On This Page
Introduction: Guide to mobile app customer supportIt starts with customer
valueWhy you need app support: Customer support directly impacts customer
retentionThe growing need for mobile customer serviceBenefits of mobile app
customer support1. In-app customer support increases conversion and retention
rates2. App customers are more likely to leave positive reviews3. In app support
enhances the app’s functionality4. Provide mobile app help to your customers
where they already areHow to build customer support within your own mobile app
using Sendbird1. Utilize in-app messaging2. Knowledge base and FAQ pages3.
Notification center4. Use a notification center5. Integrate AIFurther integrate
your customer support with your mobile app

NEW SURVEY

HOW CONSUMERS PREFER TO COMMUNICATE WITH BUSINESSES

Download report
On This Page




NEW SURVEY

HOW CONSUMERS PREFER TO COMMUNICATE WITH BUSINESSES

Download report

Customer expectations are high, especially when it comes to the value they get
from an app and the level of support they receive. Word of mouth is powerful.
Research shows that 96% of customers who have a positive experience will return
to a business and recommend it to their friends and family.

Customers who have their problems resolved by a business will tell four to six
people about their positive experiences.

On average, customers with a bad support experience will tell 8 to 16 people
about it. If they have a second bad experience, they’ll tell over 20 people.

In this environment, customer satisfaction is key to retaining app users. Good
in-app customer support is a game-changer for mobile applications.

Improving CSAT (customer satisfaction) scores should be a top priority for every
customer service mobile app developer. One of the most effective ways to improve
the value of an app for customers is to provide a positive experience when
customers need support.

Read on for insights on strengthening customer relationships and improving CSAT
by offering top-quality mobile app customer service.

On average, customers with a bad support experience will tell eight to 16 people
about it. On the flip side, customers who have their problems resolved by a
business will tell four to six people about their positive experiences.

In this environment, customer satisfaction is key to earning and retaining app
users.

Good in-app customer support is a game-changer for mobile applications, both on
iOS and Android. One of the most effective ways to improve the value of an app
for customers is to provide a positive experience when customers need support.

In this guide, we’ll break down how to get their by improving your CSAT
(customer satisfaction) scores.

Read more: 14 steps to improve your CSAT



WHY YOU NEED APP SUPPORT: CUSTOMER SUPPORT DIRECTLY IMPACTS CUSTOMER RETENTION

According to research by Gartner, customer service leaders must focus on two
actions to increase customer retention: positive word of mouth and wallet share.
They must resolve customer issues in a low-effort manner and help customers get
greater value from the product.

Companies that focus on enhancing customer value through customer support can
increase the chance a customer will spread positive word of mouth to 97%.

Companies can boost user retention and increase customer satisfaction by
integrating a customer support platform into their mobile app. In-app support
can help troubleshoot technical issues, assist user onboarding, answer questions
about features, and resolve account issues. It can also drive enhanced value by
educating customers on better or new uses for the app, validating purchase
decisions, anticipating customer needs, and helping users achieve a goal.

This means you increase CSAT levels by ensuring users don’t get frustrated
waiting while their problems get resolved and when you show them new ways your
app can benefit them.

It all starts with a good customer support experience.



THE GROWING NEED FOR MOBILE CUSTOMER SERVICE

In their 2020 customer service report, Hiver surveyed consumers on what
qualified as a good customer support experience.

The metrics tell a story.

Most respondents said the timely resolution of their problems was most important
(37.3%), followed by knowledge/resourcefulness (29.8%), not having to repeat the
problem (23.5%), and empathy (9.4%).



Providing practical and proactive in-app support resources, including real-time
interactions, is crucial to meeting customer expectations in today’s
marketplace. Gone are the days of call centers, impersonal bots, and boring text
chats. Mobile app support must be engaging, valuable, low-effort, and
personalized to improve CSAT. Service providers must proactively anticipate
customer needs and provide self-service resources and real-time help so the
customer’s problems can be resolved quickly and satisfactorily.

Get it right, and you’ll increase customer loyalty, making users more likely to
stay with your app and recommend it to others.

Let's look at some of the benefits.


Benefits of mobile app customer support

The primary benefit of good mobile app customer service is user retention. For
example, research shows that in-app messaging (including support messaging) can
boost app retention by 30%. Let’s look at the different ways customer support
can benefit users and improve CSAT.



1. IN-APP CUSTOMER SUPPORT INCREASES CONVERSION AND RETENTION RATES

By improving customer experience, in-app support also drives app retention
rates, particularly in the long run, when users are more likely to access
support. Loyal customers who consistently return to your product will likely
spend 31% more, and are 50% more likely to try new features or products.

Good in-app customer support starts the moment a user downloads the app. By
providing a simple and engaging guided onboarding experience, you can increase
the likelihood that a user will stay with your app. Considering that the average
app loses 77% of its users in the first three days, improving retention during
this critical period increases the chance a user will stay with the app longer.




2. APP CUSTOMERS ARE MORE LIKELY TO LEAVE POSITIVE REVIEWS

As we said in the intro, 96% of customers who had a positive experience with a
business will return to the business and recommend it to their friends and
family.

Reviews matter. Research shows that 50% of mobile users won’t download an app
with a 3-star rating, and 85% won’t touch an app with a 2-star rating. 

In a nutshell, online reviews amplify the word-of-mouth effect of positive and
negative support experiences. Provide a good support experience, and users will
leave positive reviews and promote your app on social media, attracting new
users.


3. IN APP SUPPORT ENHANCES THE APP’S FUNCTIONALITY

Modern users expect a seamless experience. Done well, in-app support improves an
app’s overall customer experience. It makes the app easier to use and
understand, and ensures users’ problems are resolved quickly and effectively.
For example, by adding on-demand mobile support using Sendbird Desk, Virgin
Mobile UAE was able to increase customer engagement with their app – and achieve
a 5/5 customer satisfaction score.


4. PROVIDE MOBILE APP HELP TO YOUR CUSTOMERS WHERE THEY ALREADY ARE

Proactive in-app customer support provides the resources and real-time support
to help users resolve their problems without leaving the app. Anticipating
users’ problems and ensuring they can resolve them in the app reduces the chance
that they’ll become frustrated trying to get support via other communication
channels and delete the app or leave a negative review.


VIRGIN MOBILE UAE IMPROVED THEIR CSAT WITH SENDBIRD DESK.

Read more


How to build customer support within your own mobile app using Sendbird

In-app customer support has several advantages over providing support through a
separate customer support app or via a messaging solution like Discord. Not only
do users have to manually switch between your app and the mobile support app to
get support, you also potentially lose control of the user interaction and
conversation history. It’s preferable to keep the customer in your support
infrastructure rather than in another customer service app or solution. That
way, you can provide proactive support, keep the customer engaged, and build a
social support community for your app.

Along with a good knowledge base and notification center, async customer support
is the next generation of in-app customer support. Let’s look at how you can
build a proactive customer support solution within your app.


1. UTILIZE IN-APP MESSAGING



In-app messaging lets you provide streamlined conversational support to users.
Although automation and AI can improve customer service, users want more than
just a chatbot. They want personalized and human customer service in real-time.

Many brands are turning to asynchronous customer support for mobile apps. Async
help desk software allows you to provide users with real-time multichannel
support – they can send a support message any time and receive a message via
push notification or email when a rep is ready to respond.

In-app messaging also ensures the support conversation history is kept secure,
so it can be continued at any time to give users a continuous and consistent
support experience. It also allows for a high degree of personalization.
Asynchronous messaging systems like Sendbird Chat can be linked to user accounts
or a CRM through an SDK, so customer service teams can access user data, support
tickets, and conversation history.

Finally, in-app messaging systems allow users and support teams to share images,
screenshots, and videos to help resolve issues.


THE ONLY UIKIT YOU NEED.

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2. KNOWLEDGE BASE AND FAQ PAGES

An in-app knowledge base can help users to fix common issues by providing them
with the resources they need for fixing their own problems. The knowledge base
can include different resources such as answers to common questions, video
tutorials, tooltips, webinars, and interactive support tools that the user can
access without having to contact a support agent.

A well-designed, user-friendly knowledge base lets you proactively approach user
support. For example, identifying potential problems before they happen and
providing users with ready-made solutions can save time on support requests, and
increase customer satisfaction and loyalty.

The knowledge base is also a valuable reference to support teams. Team members
can use collected knowledge to understand a problem, or direct a customer to a
particular resource to help them solve an issue.




3. ADDRESS APP STORE REVIEWS AND SOCIAL MEDIA COMMENTS

Not all customer support queries come through the channels you might expect.

Users will often voice their problems in app store reviews and social media
posts. In many cases, these posts go unnoticed and unanswered. This not only
leaves the user dissatisfied, but also advertises potential shortcomings of your
product to other potential users.

For this reason, it’s a good idea to scan your App Store and Google Play Store
listings on a fairly regular basis for reviews that should be addressed. For
small businesses, this could be once a month; larger organizations can set up a
live monitoring workflow.

Social media is another arena for app customer support. Users may leave comments
on your social profiles, or direct posts towards your company account. Even if
you want to move the conversation to another platform, be sure to track these
comments and posts.

Some customer service software, like SendBird Desk, allows you to handle support
conversations via direct messaging on popular social platforms.




4. USE A NOTIFICATION CENTER


An in-app notification center provides users with a shared inbox for updates,
news, messages, and other information. Notifications can pop up directly in the
app or via push notifications to the user’s mobile device.

There are two main types of support notification:

 * Actionable notifications that require the user to take an action, like
   installing an app update or replying to a follow-up message from customer
   support.

 * Informational notifications that provide information but don’t require an
   action, like alerting users to upcoming app maintenance or downtime.

Notifications should be kept simple and useful and used sparingly to avoid
annoying the user with too many popups.





5. INTEGRATE AI

ChatGPT is a powerful language model capable of generating human-like responses
to various questions and queries. With its advanced natural language processing
capabilities, ChatGPT is ideal for powering customer support chatbots.

One area where ChatGPT-powered bots can be particularly effective is within
mobile apps. By integrating a chatbot into your mobile app, you can offer your
customers quick and convenient support that's available 24/7. This can help to
improve customer satisfaction and reduce the workload on your support team.

To build customer support within your own mobile app using ChatGPT, there are a
few key steps to follow.

 * First, you'll need to decide what types of query your bot can handle. These
   might include frequently asked questions, product information, or
   troubleshooting support.

 * Next, you'll need to create a knowledge base that your bot can draw upon to
   answer these queries. This might include expertise content, first-party data
   on customers from Customer Relationship Management Systems, or prior
   conversations.

 * Finally, you'll need to integrate your bot into your mobile app, ensuring
   it's easy for customers to access and use.

With a well-designed ChatGPT-powered bot, you can provide fast, practical
support to your customers anywhere, no matter the time of day.



FURTHER INTEGRATE YOUR CUSTOMER SUPPORT WITH YOUR MOBILE APP

Exceptional customer support is crucial to improving customer experience and
keeping users happy. Today’s user demands a support experience with a human
touch, and they want support whenever they need it, through the communication
channels they choose.

That means support teams would need to be able to meet or exceed users’
expectations on forums, SMS, social media, live chat, phone, or email – not easy
for customer support teams that are already stretched.

That’s what makes Sendbird a game-changer.

Sendbird Chat empowers your help desk to engage quickly with customers and
resolve their problems. With advanced chat features that bring user
conversations to life, Sendbird Chat lets you provide personalized, real-time
customer service – reducing wait times and making customers happier, more
engaged, and more likely to promote your product.

Want to learn more? Get in touch with our sales team to book a demo.


TAKE CUSTOMER RELATIONSHIPS TO THE NEXT LEVEL.

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