Posted On: September 20, 2018, By: Rachit Mehra175 Views
EuropCar – a French car rental company couldn’t make much impact in the market in the early stages of development. Why? Because, it offered little beyond a simple website that couldn’t keep customers tightly engaged. However, its impact on the market was felt later post it launched an app with integrated services like live chat and in-app support.
By integrating in-app support with its other channels of communication, EuropCar was not only able to cater to a wider market, but also received acclaim for its constant engagement with customers. The rest, as they say, is history! Currently, it’s one of the market leaders in the car rental industry.
Mobile app adoption is maturing as usage mellows – Gartner. It’s not surprising why every company is trying to build an app. However, the associated dilemma to either have in-house app support or outsource it is still prevalent. Interestingly, the decision is pretty simple in terms of price, control, time and business impact. Those days are gone when outsourcing was only able to reduce recruitment and operational costs. These days, it’s the main source of talent pool, which gives a company more time to strengthen core business areas.
How In–App Support Helps a Business Grow?
According to Forrester, over 53% customers don’t choose a company again if their query isn’t instantly answered. Most importantly, the scope of companies specializing in in-app support isn’t limited to engagement. These companies provide a wide range of services, integrated with each other, to improve customer experience and open more revenue streams.
Let’s take a look on a few factors that make in-app support a game changer:
A great customer experience is less about interactions and more about conversations. Companies providing in-app support use knowledge base management to design excellent conversational interfaces that are easy-to-use. Knowledge base and knowledge representation are two key factors used to make chatbots intelligent. Right after the learning components via AI and natural language processing, knowledge base ensures the information gained is stored and used properly. This determines the quality of learning, and the level of intelligence your chatbot achieves. With an integrated approach, your chatbot is able to understand sentences accurately, and provides customers with the right responses for better conversations. This not only improves the overall customer experience, but also reduces downtime for resolving queries.
The benefits of in-app support outsourcing aren’t just limited to customer engagement. In fact, companies providing in-app support focus on multi-channel support approach to make sure you’ve got everything covered. While your outsourcing makes sure your brand grows, the lateral benefits come when your in-house team stays focused on core functions to increase overall value and ROI. In order to make the most of in-app support, you need to look for an experienced and professional service provider. Giving it to a reliable partner like GizmoSupport definitely helps you have an upper hand.
Providing support to more than 2,50,000 customers daily with 3,000 solution providers GizmoSupport has been in the business for over a decade and is a trusted name for companies across industries such as E-commerce, BFSI, Telecom, and Travel.