Survey: In-App Customer Support Is a Winner

Survey: In-App Customer Support Is a Winner

By Richard Adhikari

Aug 23, 2017 5:00 AM PT


Consumers want mobile apps with good in-app customer support, suggest results of a survey Helpshift released last week. Radius Global Market Research conducted the online poll of adults in the United States this spring.

Eighty-one percent of the 2,170 respondents indicated that they uses mobile apps.

Among the survey’s findings:

  • Eighty-nine percent of respondents said they would recommend an app if a customer support agent proactively contacted them while they were experiencing problems;
  • Forty-six percent said they would try an app that offered live, in-app customer service;
  • Thirty-four percent said they would use an app offering in-app customer service;
  • Twenty-three percent indicated they would recommend such an app to friends; and
  • Sixteen percent said they would buy it.

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