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49 Percent of Consumers Are Unhappy With In-App Customer Support

Smartphone apps have become a mainstay for productivity as well as staying well informed about the world, and research has shown that 67% of Americans use apps on their phones every day. In spite of the fact that this is the case, around 49% of Americans who exhibited daily smartphone app usage stated that they were not satisfied with the in-app customer support that they received.

This information comes from a survey that was conducted by Helpshift, and with all of that having been said and now out of the way it is important to note that only 12% of people who responded to the survey said that their in-app customer support experience was excellent. 38% said that it was fair, and 8% said that it was downright poor. A lack of built in support is a factor here, with 54% of Americans agreeing that they missed it in their daily apps.

An even bigger source of frustration for daily app users is that of excessive wait times. 66% of people who participated in this survey stated that wait times were too long, and many of them were kicked out of queues without having their concerns addressed. 56% of survey respondents said that they felt like apps needed to improve customer service and make it more accessible with all things having been considered and taken into account.

Improving in-app customer support can benefit apps because of the fact that this is the sort of thing that could potentially end up making customers more loyal to the brands behind them. 71% of customers said that a bad experience with in-app customer support would make them switch to a competitor, 86% said that quality in-app support would make them want to stick with a brand.

Creating loyalty among consumers is essential for brands, and focusing on the experience surrounding in-app support is a part of that. This is also a massive issue for metaverse users, since despite 83% of them having access to in-app support 67% stated that they felt that it was too time consuming which indicates low approval levels among consumers.


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