The share of smartphones in global Internet traffic passed 50 percent a few years ago and continues to grow rapidly. Users prefer to use mobile apps instead of mobile browsers on their smartphones. That’s why mobile apps are now critical for many businesses. But does your mobile app offer a seamless customer experience?
Deliver a mobile experience
The concept of online experience, which emerged with the internet in the late 90s, was divided into web and mobile experience with the introduction of smartphones. Today, smartphones with iOS and Android operating systems are at the centre of the mobile experience.
Mobile experience is spread over a very wide area. We can see that all experiences, especially communication, education, entertainment, shopping and finance, have moved to mobile. Now, if you forget your wallet when you leave home, you can pay with your smartphone and withdraw money from an ATM. However, if you forget your smartphone when you leave the house or if your phone runs out of battery during the day, you will feel very bad. As the share of mobile in our daily experiences increases rapidly, the mobile experience economy continues to grow rapidly.
For mobile experience, first make your website responsive and make sure it works smoothly. It is also critical that your mobile app runs fast and smoothly. What you offer on mobile should not be less than what you offer on the web. The more successful your mobile app is in terms of user experience (UX), the more it will contribute to customer experience.
Manage omni-channel
Your customers may be in contact with your business at many different points. These touch points can be on different channels such as web, physical store, phone, sms, mobile app. You need an omni-channel platform to collect and manage all channels in one place. A customer’s journey map in your business may be on different channels. You need to consider the customer experience as a whole and manage all touchpoints from a single point.
Measure, collect feedback
“You can’t manage without measuring” is one of the golden rules of business. Unless you measure something, you don’t know if it is getting better or worse. You need to measure to see what’s getting better and what’s not.
You have a mobile app with great features and you think you offer a seamless mobile experience. But do your customers feel the same way? How seamless is your mobile experience in their eyes? Your mobile app will be rated and reviewed on the AppStore and Google Play. However, these feedbacks and scores are not enough for you to develop a great app. You should also make event-based measurements and collect feedback within the app.
You can use metrics such as happiness, NPS and CES. In case of low scores in these measurements, create a logical flow that will allow you to learn the reason for the low score. Measure with the same metrics to compare mobile experience outputs with other channels.
Empower your mobile app with SDK
SDK (Software Development Kit) are software tools that make the work of application developers easier and allow you to quickly add new features to your application. Wiseback can be easily integrated into mobile applications with the SDKs it offers for iOS and Android. With event-based definitions and rules, you can dynamically measure the experience in your app and collect feedback. In your single-question surveys, you can colour your survey with images such as emoji etc.
Contact us to easily manage customer experiences end-to-end with integration, automation and additional development options.
