How To Build Better Relationships With Your Clients Using Apps
Originally featured on Appindex
According to reports, as many as 68% of mobile users are engaging with brands via apps. This presents a huge opportunity for companies, who can take advantage by providing client apps and thereby improving their customer experience.
But how can you ensure that you are providing customers with apps that are truly valuable for both parties? In this article we make some suggestions of the kinds of apps you could be offering your customers and how they can help you.
1. Service or product overview app
A service or product overview app is the easiest way for your customers to find out about your company’s offering. This could include service and product descriptions as well as sales information to walk prospects through the sales process.
One of the greatest strengths of using apps for this is the ability to include a variety of media to offer prospects a better idea of your products and services from walkthrough videos to images. Apps also make it easy for prospects and customers to find the information they need by making it as convenient as possible to find it. Customers can also be easily notified of any updates to your offering via push notifications, helping them stay up-to-date.
There are a variety of features that you could include in your service or product overview app, but the most common are:
- Service gallery. Allow prospects to browse through your offering at their own convenience.
- Company information and contact details. Include basic information about your company to make it as easy as possible for clients to contact you, helping you to build trust.
- Videos and images. Include images and videos, such as walkthrough videos, in your app to give prospects a better idea of your offering.
- “Buy it now” options. Allow prospects to cut to the chase and buy your product or service directly from the app without needing to make separate phone or web enquiries.
- Feedback forms. Ask customers or prospects to provide feedback of your products or services, as well as of the app user experience, in just a few taps.
- Product support. Deliver faster support by enabling customers to submit support queries and requests directly via the app.
- Directory. Finally, include a directory with information about relevant contacts within the company to ensure that your customers can easily get in touch with the relevant person.
2. Sales support app
When it comes to showing prospects your products and services, apps can really help by allowing you to show these on a mobile device.
Similarly to the product or service overview app, a sales support app could include essential information about your services with features such as images and videos, interactive diagrams and supporting documents. This can provide prospects with the “wow” effect that will make you stand out from competitors.
But where sales support apps excel is in assisting salespeople themselves to sell your services or products more efficiently. An app can be used by them to refamiliarise themselves with certain services or products, which can be particularly useful when it comes to cross-selling across different services or industries.
An app can also enable salespeople to show prospects the value of your offering compared to that of competitors using a tool to create an instant comparison of prices and features.
Salespeople can also capture lead information by logging it directly on the app during meetings. This data can be automatically saved in a central database (for example in your CRM system), eliminating the need for salespeople to transfer this information to a computer later on.
Finally, an app can allow salespeople to draw up and even ask new customers to sign contracts directly on the tablet using e-signature functionality. Considering how lengthy the process of printing, signing and scanning normally is, this can save significant lengths of time for salespeople.
3. Business case app
A business case app can help you make large sales by providing prospects with additional incentives. An app can be extremely useful to these clients, so including one as part of sales deals could potentially make or break a sale.
In your business case app you could include essential information about the sale or bundle package such as contract details and contact details for all relevant representatives.
This can make it much easier for clients to easily find all the information they need and to understand their benefits so that they are taking full advantage of your product or service.
The app could of course also include support and feedback options to ensure that the user experience is as smooth as possible.
The ability to build a business case highlighting return on investment and to instantly send this to the client and stakeholders for project approval significantly speeds up the sales cycle.
4. Client communications app
Good customer service is among the things that clients value the most. A client communications app can make this as smooth and efficient as possible by enabling clients to contact your company via the app whenever they encounter any issues or if they have any queries or suggestions.
But you could even take this a step further and make the app the center of all communications and exchange of information with each client, for example by centralising all information and documents relevant to each client directly on the app. This can make it as easy as possible for clients to consult this information without the need to search through their email inboxes.
You could even report to clients directly via the app on particular orders or projects, making reports as engaging as possible thanks to the flexibility of the medium.
A particular strength of a client communications app would be to enable push alerts to notify clients whenever any new documents or information are available. This ensures that clients are always up-to-date, providing them with optimal customer service.
5. Content marketing app
Finally, never underestimate the positive impact of providing clients with useful content. A content marketing app can allow you to do this more efficiently by sending content directly to their mobile devices.
From educational resources, blogposts, games and competitions to special promotions and email courses the possibilities are many.
In this way, not only will you be delivering a product and services to your clients but you will also be educating them on a wide variety of related topics while providing them with other incentives such as discounts and special offers.
These added on specials can help you build trust and promote your brand even further, fostering loyalty among your clients.
There are many types of client apps that can help you deliver better services to your customers while gaining valuable return on investment.
In this article we outlined the kinds of apps that we think will be most valuable if you are thinking of adopting customer-facing apps. As we move towards increasingly mobilized businesses, we can expect many more innovative customer-facing apps to emerge.