In the 50s when you interacted with a customer, the initial inquiry that came up was ‘Where is your Office located?’
In the 60s the query moved to, ‘do you have a Telephone we can reach out to?’ This transitioned over business cards, Company Brochures, Pamphlets, Helpdesks, and went on to Websites. The current question while examining an organization is, ‘What is the Mobile App for your services? ‘
Irrespective of whether your Business is a B2B or B2C service provider, having a Mobile app is a mandate today, that signifies the agility with which your businesses operates, and the convenience offered to the customers.
The mobile app development market is increasing rapidly due to the increasing number of organizations coming up with mobile apps. The total number of Mobile Apps downloaded in 2018 was 205.4Bil and the figure is supposed to rise to 258.2Bil by 2022. Beyond the expanding market, this depicts the acceptance displayed by the customers towards Mobile Apps as a portal to absorbing their services.
This is to persuade businesses, irrespective of scale and size to come up with mobile apps that cater to their services.
New Windows for Revenue
The venues for sales are mostly physical stores or offices. These outlets transitioned to websites where you can directly avail the products or services by screening the details online. The efforts to reach the customer directly are not viable as it involves door-to-door sales. Hence to reach the customer personally a mobile app is the most relevant medium. The Mobile app enables the customer to quickly avail the product or services, in a predefined workflow on the click of a button. This opens a new viable, simple and extensive revenue channel for the business. Using mobile apps, businesses can reach a vast demographic of customers, across borders and with minimal cost.
Build a Brand Image
Marketing is a major ingredient to communicating and spreading your business across multiple demographics. A necessary step to building a brand image is to provide adequate, adept and quality services on one end and maintaining your presence in the market on another end. The customers should recognize you as the go-to destination for their requirements. This presence is achieved based on the availability and reachability of your organization. A mobile app provides this sense of presence to the customer by being available on their fingertips. This propagates the image of an accessible, available, frequently approached entity in the market; contributing to the building of a brand image.
Get customer insights
Getting to know customer behaviors, sketching out their personas and requesting feedbacks is a passive task. It is considered to be tedious, time-consuming and an overhead activity for the customers to perform. Hence either it gets eluded or the organization has to take explicit efforts to get it done. With mobile apps, this feedback is compiled on a regular basis. The customer’s search patterns, their specific requirements, and feedback can be acquired from a single avenue. Further combined with Machine Learning, mobile apps can provide you with predictive analytics on a broad level of where the market is heading. On a personal level, it can suggest Recommendations to the client based on their search patterns. Mobile applications are a strong tool for collecting end-user behaviors and trends.
Better Customer Service
A prompt response to their queries and quick service is what customers expect. Over websites, helpdesks or call centers the communication cycle gets extended and the efforts to reach out to the organization seems to be driven from the customer’s end. This delay can be considerably reduced by the use of mobile applications which lets customers connect with assistants and get a response to queries in an instant. Further, based on the FAQs of a business these processes can be automated with Chatbots. Chatbots are conversational applications that mimic a human while interacting with clients to reach a resolution to their queries. Mobile apps acting as helpdesk assistants provide enhanced customer service by providing instant resolutions to problems.
Use in Advertising
A business constantly tries to reinvent itself by coming up with new ideas to attract clients and get their attention. A mobile app is used as a medium for passing notifications, information, advertisements, and offers to the customers through a single channel. Based on the customer’s response various assessments can be done, feedbacks could be triggered, and the customer trends can be evaluated hence aiding in the advertising strategy.
Better user experience
Customer experiences are ever evolving. Businesses cannot rely on any ground rules for the type of experiences that the end user would find appealing and engaging. These experiences have transitioned substantially over a short period. An enriching experience depends on the comfort and ease with which the end user can access your services and the efficiency with which the requirements are fulfilled. A Mobile app is streamlined to a customer’s basic needs and provides a better user experience than websites or any other mediums of interaction. Since it is handy and seamless, it is considered to be an accessible and simple option for end users.
New Technology Trends
The technology transitions for a business do not occur instantly. They are the result of incremental steps taken that direct the business in adopting newer interfaces and providing better services. Building a mobile application is an intermediate step in transitioning towards newer processes, technologies, and perspectives to enhancing the services provided. The market is currently transitioning from mobile applications to IoT. This introduces the business to daily used devices in which services can be embedded and provided as a packaged product making the service delivery look seamless. Examples are the introduction of healthcare services in a wristwatch, maintaining your grocery list by your refrigeration device, a verbal communication driven Assistant device which couples with all the devices in your home. Building a mobile app for your business would be a stepping stone to moving towards advanced avenues of service delivery.
Though this seems to be an exhaustive list there are quite a few additional minor perspectives that support and stress on the need for Mobile Applications for a business. Being the most widely used device an application has become an integral part of the growth hierarchy of any business that wishes to expand and reach a vast audience. And as the mobile app development market grows, it gets cheaper and flexible to create an app and get it on-floor in the shortest time you can imagine. The need of the hour is to get your requirements aligned for a mobile app and look out for an apt team that could get your services alive and kicking at minimal cost.