Written by Varghese George
Mr. Varghese is the Senior Manager for Technology Services Division providing the best of Back-up and Security Solutions to our clients.
There are three major benefits that come with mobile applications for service businesses. First, they can help you resolve customer complaints and know how satisfied they were with their purchase. And second, they can help you get feedback from your customers to improve your business. After all, profit is the main goal of any business. So, these applications not only improve your business but also increase your sales. People prefer to conduct transactions on their mobile phones rather than on their computers, and this is where mobile applications come in handy.
Multiplied Customer Experience & Brand Loyalty
The era of instant gratification is here to stay. Consumers expect instant answers to their questions and a quick turnaround time. Thanks to social media, smartphones, and other mobile devices, this culture of immediacy has become a norm. To maintain consumer loyalty, companies need to provide quick, convenient service. Studies show that delivering a good customer experience consistently will increase brand loyalty and decrease churn. As a result, consumers are willing to spend more for fast, convenient service.
In the service industry, there are several ways to differentiate your brand from the competition. One way to differentiate yourself from the competition is to provide highly personalized content. Instead of mass marketing, you should tailor your content to each individual customer. Most mobile devices are highly private and intimate, and their small screens make them even more personal. Research shows that nearly 90% of mobile users keep their smartphones next to their bedsides and use them last thing at night and first thing in the morning.
In terms of customer experience, mobile apps are transforming the way consumers interact with companies. Customers can schedule appointments, send messages, and get real-time service from the comfort of their own smartphones. The use of customer experience data for mobile apps is crucial, but app developers must be careful to ask for permission before collecting any personal information. The data gathered can be used to tailor service offerings to customers' preferences and meet their expectations.
Increased Operational Efficiency & Reduced Costs
With a low-code platform, organizations can build their own applications to improve operational efficiency. The development process can be collaborative, allowing users to provide feedback throughout the development phase. They can then publish applications in a matter of clicks. Low-code platforms can help streamline the development process by allowing companies to quickly integrate their new applications into their core business systems. These features will increase organizational efficiency and drive business growth.
The use of mobile apps for the service industry has many benefits. Service-related apps are more efficient for many different reasons. These apps are designed to improve employee productivity and reduce costs. They may be employee-facing or partner-facing, supporting processes across departments and companies. They are often driven by compliance needs or the need to avoid penalties. They can be useful for claims processing, supply-chain management, invoice processing, broker workflow automation, device tracking, university registration, and more.
Another benefit of mobile apps for the service industry is their ability to eliminate costly mistakes. Miscommunication between employees and customers results in costly mistakes and wasted time. Employees often forget to sign paperwork or use sloppy handwriting. Re-submitting paperwork is a waste of time. Mobile apps eliminate these operational inefficiencies and make employees more accountable and productive. Whether you're a small enterprise or an international conglomerate, mobile apps for the service industry can help your company improve operational efficiency and employee culture.
Seamless & Direct Interaction with Customers
As more businesses adopt a mobile app strategy, the service industry should also do so. Mobile apps are a proven tool to increase sales, improve customer satisfaction, and enhance brand image. However, before implementing an app strategy, service companies should first determine their objectives.
Research is still limited in the early stages of the customer's journey, but current knowledge is emerging to understand the impact of mobile apps. While the benefits of a mobile app are widely acknowledged in cases where an app is attached to a brand, standalone apps need more research to better understand their impact and effectiveness. Existing marketing research on mobile apps focuses on always-on points of interaction and not the app itself. Yet the marketing mix for apps is critical to creating a positive customer experience, rewarding journeys, and creating value.
The key challenges of creating a mobile app strategy are diverse. First, they require a clear understanding of how consumers interact with brands, and this requires a new framework. In this framework, app-based interaction is a core component. The app will be used during the value exchange, including the purchase decision, and will impact the customer experience. Secondly, apps will help service providers understand the behavior of their customers.
Evolution of Innovation
Recent industry reports have mentioned the benefits and features of mobile apps. But we still have a limited understanding of the most significant features of these apps. Future research might consider the impact of apps on brand availability, which in turn may affect purchase intentions.
Mobile applications allow customers to serve themselves without contacting the business. They can quickly update important service information, thereby reducing customer confusion. Mobile apps can also help to improve the efficiency of field staff. After all, customer satisfaction is the most important measure of success, so customers should be able to experience a catered service experience. By using a mobile application, customers can even track the potential problems and questions they might have, making the service industry more efficient.
Service-related mobile apps have the ability to engage with customers on their terms. By enabling push notifications and geolocation-based features, mobile apps help to inform customers and provide them with relevant offers based on where they are. As mobile applications are faster than websites, they are ideal for customer engagement. In addition to boosting customer satisfaction, custom mobile apps also improve employee productivity. They improve sales assistance and customer service, ensuring that the customer experience is seamless and enjoyable.
Artificial Intelligence-Driven Personalized Solutions
In the service industry, AI is redefining the way people get things done. It's already being used in mobile apps, including Lola, which uses NLP to develop travel plans, and HealthTap, which refines research on health. Even the simplest messaging apps like WhatsApp and Facebook are incorporating AI to provide a better user experience. In the near future, these apps could even replace human customer service agents.
Consumers are expecting more personalized services, which is one of the greatest opportunities for AI in the service industry. Using this technology, businesses can customize their interactions with customers, which will help them develop better customer relationships. In the future, AI can be utilized to manage reputations, which will require leading marketing practitioners to recognize the utility of this technology. For example, chatbots can automate tasks such as scheduling appointments, personal finance, and business transactions. AI also processes speech and text inputs to provide personalized information.
Another way AI in mobile apps is redefining the service industry is by improving the customer experience. AI-driven mobile can analyze user data and provide recommendations based on this data. This is particularly imperative in the service industry, as the average user picks up their phone 45 times every day. By using AI technology in these apps, businesses can enhance customer service and expand their reach to the consumer market. Whether it is a ride-sharing app or a banking app, machine intelligence can improve customer service and reach.
Cloud Technology & Omnipresence
The cloud has evolved the way businesses operate, creating new possibilities for companies of all sizes. Businesses can quickly adapt to the shift to a digital economy by scaling up and down their resources as required. By taking advantage of cloud computing, organizations can lower capital expenditure and overhead costs and respond quickly to changing consumer and end-user demands. It is now estimated that over 80% of enterprises are using two or more public cloud infrastructure providers. Nearly two-thirds of those companies are using three or more public cloud service providers.
Currently, the cloud service industry comprises three major types: Software as a Service (SaaS), Infrastructure as a Service (IaaS), and Platform as a Services (PaaS). The term "cloud computing" has been used for more than seven years and has evolved to encompass a variety of technologies and services. It was initially used to refer to three basic types of cloud service. These three models are still used by many service providers. SaaS services provide software services to organizations, which are stored and managed on remote servers. The service provider manages these servers and makes software available for use on compatible devices.
One of the prime benefits of cloud services is improved communication. Business owners and managers can collaborate through video conferencing and instant messaging. Moreover, staff members can work on documents and files at the same time. Increasing collaboration and development have been made easier by the centralization of data. Moreover, cloud services provide backup and recovery options for businesses. In this way, businesses can scale quickly without the hassle of managing their infrastructure.