The constant development of technologies has led to a mobile revolution. New devices and apps, supporting them, appear every day. There are millions of applications catering to all tastes and demands, which people can download from two of the most leading app stores in the world: Google Play Store and Apple App Store.
Nowadays using an electronic device has become a basic need for merely everyone, so the number of mobile apps users is rapidly growing. The global mobile app industry had a market worth of US$106.27 billion in 2018 and is predicted to rise to $407.31 billion by 2026. As far as the mobile apps market exponentially wins new users, the amount of problems they may face in working with applications also grows. In such a way, technical support services have become essential for any mobile app to survive.
Difference Between Tech Support and Customer Service
Customer service aims at improving the experience of customers. The duty of customer support services involves advancing interactions of your business and clients during the purchasing process and further. In contrast, the main purpose of technical support is to help customers overcome any issues that may appear during the usage of the product or service.
Technical support is delivered through various channels such as e-mails, social media, live chats, phones, live support software, and many other mechanisms that can assist your customer to tackle the issue. Your business must have as many channels of communication for giving tech support as possible for the highest convenience of your customers.
Most Common Technical Issues in Mobile Applications
User Errors
User errors are considered to be the most common factor why mobile apps require technical support. This is always represented by a user doing something that causes the problem, for example, they can accidentally delete an import file. In this situation, the computer, software, or hardware usually works well, and the problem arises only because of the actions of a mobile app user.
Limited Technical Knowledge
Limited technical knowledge is often a reason why technical support turns into a necessity for users. They don’t always know what to click on their computer devices to solve the problem, and at the same time, they are not aware of the existence of knowledge base articles, FAQs, and forums. Those users seek external help and straightforward calls to mobile app development companies. To help those people, app companies created special tech support departments that deal with such kinds of problems.
Software Glitches
Software glitches are generated by bugs and have many negative consequences both for users and the company. Glitches don’t allow users to use all the functions the application provides. Depending on how serious the problem is, it can make the app operate in an unexpected way, give wrong or unforeseen results, or it can make the program freeze or break your smartphone.
People may quit using the app if the user experience is interrupted by internal technical issues. So if you don’t notice and correct software glitches in a timely manner, they can lead to enormous reputational damages.
Benefits of Good Technical Support for Your Business
A recent report revealed the fact that a single instance of poor customer support can cause 33% of Americans to stop being a company’s customer. That is why this business aspect is so important for establishing and maintaining a good relationship with your target audience. There are numerous ways how tech support can help mobile businesses grow and advance, and here are some of them:
#1 Controlling Errors
Sometimes users can find glitches sooner than app developers. When the software technical support team discovers that a problem was caused by a bug, but not because of a user’s error, they can contact developers and nip the problem in the bud.
#2 Managing Reputation
In case of meeting a problem when using the app, people expect to get technical support to have the problem solved immediately. If there is no technical team to do it, users can leave negative reviews on app stores and the application will get ranked lower.
#3 Keeping Good Relationships with Customers
Technical support workers chat directly with the app users. As a result of giving quality technical support, people will have more trust in the application and desire to use it.
Summing Up
A great technical support team is crucial for the maintenance of your mobile application. However, having a group of in-house workers is usually very expensive. Technical support outsourcing can be a wonderful solution for your business. This way you will get first-class specialists to your tech support department, who have experience in providing help in multiple languages, are able to work on a convenient schedule for a company, and are flexible and responsible. Technical support outsourcing will help your company thrive and achieve success, so don’t waste such a chance to take your business to the next level.
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