Live from SDC – Part 2

What a week we had out at #iheartSDC!  Our last day didn’t disappoint with an enlightened session by Marv Storey called Don’t Lose App Revenue Over Poor Customer Experience – we couldn’t agree more!

We learned that 75% of users desire help on their smart phones (Synthetix).  Additionally, 72% of app users actually expect the company to support the app (Nuance).  Marv pointed out that customers are willing to pay up to 2x when they know it will lead to a quality product and are much less likely to be dissatisfied with the price when there are no issues.  Encountering just 2 problems can bring price dissatisfaction up to 50% (John A Goodman, ‘customer experience 3.0’ amacom 2014).

Having a real-time support strategy in place could go a long way to ensure customer success & satisfaction, especially since support in apps is typically satisfied with phone support, email support, external forums, and internet searches. 

According to Marv, studies show that 53% of app users prefer phone support over the others for issues they encounter.  These days, app developers tend towards email support because it is easy for them. However, app users are almost always dissatisfied with this because it is impersonal and there is no guarantee of a timely resolution.  Phone calls are much preferred because of the empathy they generate and the customer feels like they can get real time resolution.

This was interesting to me because RevTwo falls right in the sweet spot between these two types of support. We marry the human touch that people love from phone calls with the ease of use of email, all while keeping your users within your app. It is also extremely easy for developers to integrate.

I found Marv’s presentation to be incredibly insightful, what do you think?

Android at Samsung SDC

We’re in San Francisco for Samsung’s Developer Conference which coincides with the announcement of RevTwo support of Android. Samsung draws around 5000 developers so this conference is pretty big! Android has the largest market share and with it RevTwo now supports the major platforms that cover 97% of the market.

A lot of developers target Android, with over 1.5M apps, and many need to be cross platform to cover the most users. These are often the most valuable apps that can afford to be on multiple platforms. We believe the most valuable apps have the greatest need for personalized customer support.

Samsung has an important offering with Knox which allows management of policies on phones and tablets, as well as access to some capabilities that are normally not available to an app. It’s all secure and only available to apps with proper credentials, etc. This allows MDM suites to manage a fleet of phones for example, but also makes it possible to create fixed purpose devices such as tablets used by the public in retail, or hotel rooms that have restricted access to apps and settings.

In a book The Invisible Computer the author, Donald Norman, predicted that computers would eventually become “invisible” because they are just part of things we use. Mobile phones are for people, but tablets are self-contained computers with an interactive UI that anyone can use. They are becoming the way you pay in retail, and how you interact with equipment. The form factor makes them finally usable in so many applications. Phones will someday reach saturation and the business will be replacement business. But tablets have the potential to grow into the interactive signs, displays, and controllers of lots of things around us.

And we believe there will always be a need to answer questions and help users with the operation of these invisible computers. That’s our mission.