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UserCare Brings Real-time Customer Service to Mobile Applications

Tuesday, November 17, 2015 16:50
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(Before It's News)

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

[email protected].

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Source: http://mobilemarketingandtechnology.com/2015/11/17/usercare-brings-real-time-customer-service-to-mobile-applications/

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