Any effective customer service strategy ought to be based on one simple premise: the voice of the customer matters. That is to say, it is vital not only to listen to and understand the feedback from your customers, but also to act upon it.
After all, the success of a business depends on customer satisfaction. A satisfied customer is willing to spend money on your business. Previously most customer service efforts were conducted behind closed doors – over the telephone, email, or even post. Now customers want support directly in their hands. They want to get in touch over social media, or through a businesses’ very own app. Android app developers need to be at the top of every companies list when building an app.
Here is why you need to keep Android development in mind when considering your customers.
In 2019, 87% of all mobile users in the world have an Android device. Clearly, Android devices hold the vast majority of the market share. Wherever in the world your company is based you need to think Android first when it comes to developing your own app.
The Android market share is unlikely to drop in the next 10 years. Apple devices tend to be a lot more expensive. An Android device is more affordable and usable for most people.
Coupled with the fact that people are more likely to move from Apple to Android, you would be safe in your bet that developing an Android app will cover most of your customer base.
Do you need to develop an Android app?
Since the launch of Facebook in 2004, the nature of communication online has continued to develop, becoming increasingly open. This had appeal for businesses on the lookout for fresh ways to reach a new (at the time) internet savvy younger audience.
Conversely, social media gives customers a platform to directly, and very publicly, air their feedback, positive or otherwise. Companies were facing the challenge of conducting their customer service in a transparent manner, where anyone and everyone may scrutinise how it is handled.
In many ways, customers now have a significant influence over companies. The public image and perceived trustworthiness of a business can be affected by a lone social media post. In cases like this, businesses should take it as a challenge and display patience, persistence and excellent customer service skills.
However, if companies can breeze past negative feedback by speaking directly to customers with an app, queries can be answered quickly and problems can be fixed by the app before reaching the public sphere.
Furthermore, it is also a chance to better prove the reliability of your brand. In a time when consumers are increasingly sceptical of traditional branding and advertising techniques. A high quality Android app can do all this and more. It shows that you are proactive rather than merely reactive. If there’s an important development in your products or services that may impact your customer base, then keep them informed to the palm of their hand.
More traditional methods of communication allowed companies a great deal of control over proceedings. Not so anymore. Given the ubiquitous nature of technology; the balance of power is shifting. The first thought for customers when encountering a problem is to ‘Google it’. The second would be to Google how to contact your company. Using an app to give an all round experience for reporting issues, notifying them of changes, or even allowing customers to deliver information will give your customers confidence that they are your priority and not just profits.
Customers now have much more control over how they communicate with your brand whether that is through social media or otherwise. This presents a golden opportunity to show that you care about each individual experience. Building an Android app that has customer service built in the design can do that and so much more.