By the Numbers: The Importance of In-App Support

With over 1.5 million apps in the app store and a growing number of smartphone users, providing in-app, mobile customer service is an increasingly relevant and important step in the overall customer experience. Meeting customers where they prefer to engage and making it as easy as possible to get help contributes to the satisfaction of the customer and thus, to the overall health and success of a businesses. To drive the point home, here are a number of statistics that prove why in-app support is an important channel for businesses to consider.

Smartphone Usage

About …" of American consumers own a smartphone, and this number will likely rise by the end of 2016.

90% of time spent on smartphones is spent in apps with social media, messaging and entertainment apps accounting for about 51% of time spent on mobile devices.

According to mobile marketer, in 2016, there have been more mobile search queries than desktop (and more than 27 billion searches total.)

American consumers look at their smartphones in aggregate of more than eight billion times a day! Nearly half of consumers check their phone up to 25 times a day and about 4% of consumers in the US look at their phone more than 200 times a day. We can only expect these percentages to grow when we take a look back at 2016.

The need for In-App Support

According to a study done by Helpshift, an astonishing 1 in 5 mobile users actively seek in-app help.

When it comes to shopping in a mobile app, 81% of shoppers have reported needing assistance in a mobile app.

83% of consumers require some degree of customer support while making an online purchase.

Why it Matters

52% of customers are less likely to engage with a company because of a bad mobile experience.

When it comes to shopping on a mobile device, if a consumer is forced to leave an app to get help, 1 out of 4 shoppers are likely to not make a purchase at all. There goes money closing right out of your app.

When purchasing online, 71% of visitors expect help within five minutes. What quicker way to respond than in-app or online where consumers are.

$41 billion is lost by U.S. companies alone each year due to poor customer service.

95% of dissatisfied customers tell others about their bad experience.

Providing mobile and/or in-app customer support can be a game changer for your business. Contact us to learn more about how we can help your business scale and provide exceptional customer experiences that improve your bottom line.

Sources:

  • https://www.helpshift.com/blog/1-in-5-seeks-in-app-help/
  • https://www2.deloitte.com/us/en/pages/about-deloitte/articles/press-releases/global-mobile-consumer-survey-us-edition-press-release.html
  • https://sessioncam.com/the-big-list-of-customer-experience-statistics/
  • http://contactsolutions.com/company/news-media/press-release/study-mobile-app-spend-2015-critical-avoiding-brand-damage#.VzypIqMrJTY
  • http://flurrymobile.tumblr.com/post/127638842745/seven-years-into-the-mobile-revolution-content-is

Valerie Access

June 16, 2016