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UserCare Brings Real-time Customer Service to Mobile Applications
Software helps mobile app publishers increase app engagement and profitability by
adding real-time customer service and customer relationship management
SAN FRANCISCO, Calif.—November 16, 2015—UserCare today announced the launch of a
private beta of its mobile-focused customer service platform to help app publishers grow
customer lifetime value and improve retention. UserCare is an easy-to-integrate SaaS service
tailor-made for mobile applications that uses in-app messaging and data-driven user
segmentation tools to assist app developers in cultivating their highest value customers with
prioritized service.
App publishers operate in an increasingly competitive marketplace. Though Juniper Research
predicts the market for mobile apps will reach $99 billion by 2019, very few apps succeed.
Engagement drops off rapidly after initial install, with only some three percent of users still
engrossed with an app 30 days later, according to research from eMarketer.
Poor customer support is one major reason for that drop off. Many companies today launch
apps with no support but an email address. That’s not good enough: eConsultancy found 83
percent of consumers require some degree of support while making an online purchase, and
according to Forrester, 45 percent of US consumers will abandon an online transaction if their
questions or concerns are not addressed quickly.
“The customer service solutions available to app developers today are oversimplified in that
they treat all customers equally regardless of how much value the customer drives for the
business,” said Barry Coleman, CEO at Usercare. “UserCare marries data analytics and customer
service in the same interface so that companies can prioritize delivering higher-touch service to
their best customers, leveraging customer event data to help drive effective first-contact issue
resolution.”
Software platform adds customer support and CRM capabilities to apps
Even the leanest app publishing teams can deliver real-time customer service through their apps
with a simple integration with the UserCare SDK. With UserCare, publishers can provide support
using mobile messaging and push notifications, enable customer self-service through FAQs and
grant instant rewards through an intuitive web-based interface. Support helps app publishers
keep customers engaged—which is critical because Bain & Co. found that just a 10 percent
increase in customer retention levels results in a 30 percent increase in the value of the
company.
UserCare goes further than other customer service software products because it allows app
developers to leverage first-party data from the application to create value-based customer
segments and deliver differentiated service to their most high-value users—the approximately
20 percent of customers who drive 80 percent of the revenue.
“At Addiktive, we understand how important it is to nurture our very best customers. We try to
interact with them regularly through social media when we can link to them. We’ve always
wanted to give our high value players a direct channel to interact with us and grant them special
access to the latest features and betas,” said Pedro Navarro, CEO and founder at Addiktive
Games. “What UserCare is providing aligns with our approach and would allow app developers
to identify high values players and have these valuable interactions directly in the app in a more
scalable, trackable way.”
UserCare Key Features:
? Deliver Exceptional Customer Support
? Segment Users by Value
? Visualize Customer Interactions and Behavior
? Delight Users with Rewards
o Agent-assisted service uses in-app mobile messaging
o Push notifications alert customers to new messages
o Self-service tools enable users to help themselves through FAQ pages
o Define customer lifetime value segments that enable differentiated service
levels and support queues
o Determine what support channels to make available to each segment
o Prioritize service to your highest value customers
o Use Customer Chronicle™ to gain an interactive view of how each user is
engaging with the app
o Track virtually any customer event of interest including purchases, usage, app
upgrades, support requests, and more
o Easily act on user data to guide issue resolution, drive product development,
and gain insights on user behavior
o Define custom rewards that matter most to your customers, including in-app
currency, virtual items, credits, and more
o Instantly grant rewards within a mobile messaging session to show customer
appreciation and drive loyalty
o Display rewards in real-time directly in your customer’s account
Technical Requirements:
? Integration through a software development kit (SDK) makes UserCare a native
experience within your app
? Support for iOS and Android, with Unity releasing in the coming months
? Web-based agent interface and in-app customer interface
? Customizable look/feel to match your app
Join the Private Beta
UserCare is currently accepting applications for its private beta program. Private beta
participants will receive free access to the full features of UserCare for the duration of the
program. To learn more about the UserCare beta, please visit www.usercare.com or contact
Source: http://mobilemarketingandtechnology.com/2015/11/17/usercare-brings-real-time-customer-service-to-mobile-applications/
