People are bombarded with hundreds of new digital products today. They get pickier day by day, and developers need to go the extra mile to achieve that desired wow effect.
Customer satisfaction is a critical dimension in today’s app development, financial solutions included.
So, every business owner or software developer needs to master the ins and outs of UX and focus on customer satisfaction at every stage of app existence, from business idea formulation to post-launch maintenance.
Here we cover the essentials of UX and explain the factors affecting customer satisfaction with a particular app. Use these guidelines to improve the design and keep your churn rate minimal.
Why Bother With User Satisfaction?
You might believe that the quality of customer service is just one of many characteristics of your app’s success, but that’s not true. Customer service often plays a decisive role in the user’s choice to stay or leave.
Here are some stats to convince you to take a closer look at this dimension:
- Three-fourths of users prefer to kill an app on their smartphone after experiencing poor customer service.
- American companies saving on customer service lose $80+ billion in revenues every year.
- People are more talkative when it comes to negative user experiences, sharing their complaints with an average of 16 people, compared to only nine people they would tell about a positive experience. This suggests that negative word-of-mouth works even more effectively than positive, killing your reputation and customer inflow.
The good news is that active efforts directed at improving the customer service quality can help you retain 80-90% of dissatisfied customers.
The simple truth is that people like to see that their concerns are heard and attended to, staying with you as a considerate, caring provider.
Top Tips to Improve User Satisfaction Hassle-free
With these facts in mind, you must be convinced to take active steps to improve user satisfaction. Here’s what you can do to notice immediate, noticeable effects.
1. Meaningful Engagement With Users
The best way to learn what people think about your app is to ask them. How would you find out that they are delighted or terrified with the user experience? Don’t wait until they leave a review on App Store or Play Market (a bad review will hardly do you a good favor).
A wise approach is to organize quick surveys after the user’s onboarding and check whether they have come to grips with the app’s functions or still have questions. In this way, you’ll be adequately informed about your customers’ satisfaction level, spotting the most problematic issues and correcting them promptly.
2. In-app Support
Users like to get support whenever they need it, and your task is to show that you’re there for users 24/7/365. Thus, it would help to give users multiple communication channels to reach out to support representatives and administration when they feel like asking a question or sharing a concern.
This can be a live chat, a hotline, social media, or anything else that works well for you and the customers.
3. Customer Feedback
Don’t just collect user feedback; show to your users that it means much to you, and you’re taking measures based on the received data.
Introduce updates based on user reviews and communicate that commitment to improvement through your brand’s channels.
4. Moderate Promotion
There’s nothing more annoying than tons of commercials or pop-ups in the app, urging users to sign up, buy, or subscribe.
We all understand that the business world is harsh and competitive, so the battle for every paying customer is fierce. But don’t relay that burden on the user’s shoulders.
Give them a space with moderate ads and promotion banners; users will thank you with long-term commitment and trust.
5. Chatbots and Wikis
A satisfied user will always find a way in the app, regardless of whether they have a dedicated support representative at hand or not.
That’s achievable with chatbots mimicking human interactions in chats and an extensive wiki with answers to all questions about your app’s features, functions, and operations. Give it all to the users, and they will find your app way more enjoyable and usable.
6. Regular Updates
A wise man said, “change is the law of life,” and your app should also change to survive. People get used to the same set of features, interface, and overall feel, making the change harder. But innovation is lightning-fast today, and innovative apps with attractive features pop up every day to oust you from the market.
Thus, you need to monitor the market trends and incorporate them into regular app updates to deliver extra value to customers. The only way to thrive is to keep pace with the progress.
Investment in Customer Satisfaction Pays Off
As you can see, building a long-term, trusting relationship with customers is no rocket science. It would be best if you stay connected and attentive to user needs at all times. The outcome of such investment will be a minimal churn rate and positive word-of-mouth.
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