The connecting power of mobile apps
Imagine you’re throwing a gala party. Every guest is
your customer. The onus is upon you to treat the guests with utmost
hospitality, for which you have to talk to them the right way, provide them
with all the comforts that you can and make them feel right at home. Because
proper communication is what leads to better customer experience.
Thanks to mobile apps, the lounge of customer
service are now well-decked and well-equipped than ever before. Now it is
easier to talk to your customers. All it takes is a few taps, flow gestures or
voice commands to keep in touch and grow the relationship.
Today, six out of the top 10 downloaded mobile apps
are messaging apps. Almost every smartphone user has at least two to four
messaging apps installed for regular usage.
It is no surprise that these apps have become a
connecting thread between customers and businesses. They empower businesses to
deliver an engaging customer experience, while for a customer the reward takes
the form of instantly available support.
The phrase that mobile apps are changing customer
interactions is an understatement. Mobile apps are transforming customer
interactions is a better way of putting it.
Let’s take a deep dive on how the transformation is
happening.
The
power of NOW
Mobile apps have brought to businesses the power of
real-time communication. From responding to regular enquiries to offering
real-time emergency support, developing mobile apps enable businesses to
interact with a customer at the moment.
In fact, mobile apps have empowered businesses to
step into the omnichannel customer support bandwagon. If you are someone who
uses on-demand services on a regular basis, you would have noticed that most
apps do have an option to chat with customer support.
In fact, Uber has taken the game ahead by
interacting with customers through its customer support at the push of a
button. They have made a repository of frequently asked queries stored within
the app that customers can reach out when required.
More
than texting
Siri. Google Assistant. Cortana. Amazon Alexa.
Bixby. A whole new generation of virtual assistants is coming to your nearest
mobile device. Chances are, you have already used these virtual assistants on
your smartphone to find information.
From the nearest sushi place in town to playing your
favorite playlist on Spotify, virtual assistants have opened a whole new way of
communicating with customers. What’s more interesting is that voice is expected
to be a $40 billion channel by 2022.
In fact, this form of communicating with customers
through messaging and shopping mobile apps has led to a new form of eCommerce
itself – conversational commerce. Conversational commerce is about delivering
convenience, personalization, and decision support while people are on the go,
with only partial attention to spare.
Facebook Messenger Bot, WhatsApp for business,
Amazon Echo, Google Nest are all torchbearers of conversational commerce.
The connecting power of mobile apps doesn’t end
there.
Reaching
customers where they are
GPS technology was launched in the year 1974 for
military purposes. Today, civilians are using this technology to order food
online or hail a cab from their real-time location. Location-tracking and
location-sharing are enabling businesses to reach customers where they are.
The whole universe of on-demand services has stemmed
from the host of mobile apps that are enabled with GPS technology. As a matter
of fact, a host of industries have taken form on their own with on-demand as
their base.
Transportation, food delivery, dining reservations,
grocery delivery, home service are some industries that did not exist in the
previous decade that have become habitual to present-day generation.
Predicting
what customers want
The dawn of AI is upon us and it is doing wonders to
how businesses communicate with customers. A classic example of this is
Facebook’s Messenger Bot which uses Artificial Intelligence and Machine
Learning to predict customer wants.
The bot-based messenger would be capable of handling
communication like a real human that customers would feel no difference while
placing orders.
From clay tablets to some-inches-wide HD tablets,
mankind has come a long way in developing means of communication. Mobile apps
mark a milestone in the major inventions and innovations. They help businesses
to communicate better with their customers through instant messaging, provide
on-demand services through location sharing and even provide extended support
through file sharing, video conferencing and much more.
Mobile apps have kickstarted the conversational
commerce trend which is now pegged to be worth many billions. If you are a
business and wants to stay in touch with customers in a better way, a mobile
app should definitely be in your toolkit.
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