SOURCE: UserCare

UserCare

February 22, 2016 08:00 ET

UserCare Announces General Availability of In-App Customer Service Software, Filling Glaring Gap for Top-Grossing Mobile Applications

Disconcerting New In-App Market Research Reveals Only 40 Percent of iOS and 52 Percent of Android Mobile Apps Provide Any Form of In-App Support

MOUNTAIN VIEW, CA--(Marketwired - Feb 22, 2016) - UserCare, an easy-to-integrate customer service software tailor-made for mobile applications, today announced its general availability. The first to combine in-app customer support with powerful CRM and customer analytics tools, UserCare helps apps better understand, service and nurture their customers, and allows them to segment and provide differentiated service to their highest value customers.

The explosive growth of mobile applications has led to a highly competitive marketplace valued at more than $140 billion, according to Vision Mobile. In this environment -- where more than 2.1 million apps are currently active in just the Apple App Store -- severing a relationship with an app is as easy as a two-second "delete." While integrated customer service is crucial for valuable-user retention and overall growth, for companies with limited in-house resources, providing support is both a technical and resource challenge.

In fact, many of today's top-grossing apps are disjointed and do not offer in-app support at all -- requiring users to hop between app, web and email to resolve an issue. Further, no other solution integrates customer app event data into the support experience as a means of expediting case management and issue resolution.

Surveying the Field
According to market research conducted by UserCare for its In-App Customer Support Index -- which tracks customer support capabilities across the top grossing iOS and Android mobile apps -- gaming dominates the top-grossing field, with in-app purchases making up 96-100 percent of their revenue. Yet, in-app support is disjointed and inconsistently available, with only 8 percent of iOS and Android apps providing in-app chat or mobile messaging support to users. Instead, roughly three-quarters of iOS and Android apps direct users to Web-based support, forcing users to leave the app -- and re-enter their identifying information -- to request settlement of their issue. Following this effort, a staggering 15-30 percent of customer inquiries never receive a response.

"For so long, customer service has been an afterthought for app companies, but apps can no longer make do with a Band-Aid solution," says Barry Coleman, CEO of UserCare. "What we're offering is a customer service platform designed specifically for apps that allows them to intelligently engage and support users within the app. What's unique is that we're collecting app and user data, synthesizing it into actionable insights, and putting it in the hands of support teams to expedite issue resolution and grow relationships."

"Leveling Up" on Customer Service
UserCare's mobile-optimized, data-powered customer service solution brings a rich, user-friendly support experience to apps. It easily integrates with apps via a simple SDK to enable in-app messaging, in-app FAQs, customer segmentation, instant rewards, customer analytics and more.

Unlike typical customer service software that is disconnected from app event data, UserCare offers support teams access to this valuable data to create robust customer profiles and segments, and troubleshoot customer issues. For users, this means less effort is required to describe an issue. It also enables more personalized support experiences that take customer history into account.

UserCare's key features include:

  • Seamless SDK integration: UserCare becomes an extension of the app
    • In-app customer service portal with FAQs, messaging, push notifications and rewards
    • Easily configurable to match the look/feel of an app
    • Cloud-based agent and admin interface
    • Support for iOS, Android and Unity
  • Data & Analytics:
    • Customer Chronicle™: Interact with a visual timeline view of customer engagement within an app including user sessions, purchases, support events, with the ability to add and track custom events
    • 360° view Customer Profiles: Understand customer usage and behaviors across multiple apps and devices 
    • Customer Segmentation: Define customer value-based segments to deliver differentiated levels of service
  • Service & Support:
    • Self-service Support: Let customers find answers quickly with in-app FAQs
    • Assisted Messaging Support: Help customers resolve issues via in-app mobile messaging sessions
    • Push Notifications: Alert customers to a new support message to bring them back to the app
    • Customizable Instant Bonus/Rewards: Grant rewards that matter to customers to foster loyalty
    • Agent Workbench Reports: Stay on top of inbound tickets, manage support staff, and understand team productivity

Technical Requirements:

  • Integration through a software development kit (SDK) makes UserCare a native experience within an app
  • Support for iOS, Android and Unity

UserCare is now generally available to both new and existing beta customers with a free trial. Please visit www.usercare.com or contact info@usercare.com to sign up for a free account.

About UserCare
UserCare provides in-app customer service software that helps companies grow customer lifetime value by blending user support with relationship management and data analytics. UserCare integrates seamlessly with your app though a simple SDK to enable mobile messaging support, self-guided help, real-time rewards, and customer segmentation. Our unique Customer Chronicle™ feature provides an interactive visual view of how each user is engaging with your app to guide issue resolution, drive product development and gain customer insights. Visit www.usercare.com to learn more.

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