You know, for how important everyone agrees that direct user support is for keeping users happy and avoiding one-star reviews, it’s kinda surprising a) how many of us actually implement it on a level somewhere between “an email link that almost nobody finds” and “nothing”; and b) how little there is available in the way of mobile-focused infrastructure for that kind of thing. Only thing we find in our archives is this three year old post which, well, still pretty much covers things as of last week, really.
But in the span of four days we got two, count em’, two, emails from people who want to do something for you about this lamentable lack! In alphabetical order, they are
Helpshift — “The first and only customer support help desk for native apps”
- Engage users in-app with a native, familiar experience so they don’t stop using the app
- Cut down on support time with a searchable FAQ that answers common questions
- Privately resolve user issues to avoid negative app reviews and increase app ranking
- Integrate a seamless UX built for mobile that you and your users will love
Intriguing, yes? They’re in invitation-only preview mode right now, and there doesn’t seem to be any information available on what the eventual cost of the service is planned to be, but we certainly encourage you keen early adopters out there to sign up and let us know how things go!
And in the other corner of this week’s new contenders, we have
Neemware – “In-App Marketing, Messaging, Cross-Promotion & Feedback for Mobile”
As the tag suggests, this one is more a platform for managing user engagement — or, put less diplomatically, a way to push out all the kinds of things that the APNS terms of service don’t allow:
- Send rich in-app messages in real time
- Target messages to users based on app usage
- Send messages without app updates to store
- Cross promote apps
- Get in-app feedback
- In-App reply to user feedback
They’re also in try it for free mode right now, and the planned pricing seems pretty reasonable too; so we even-handedly encourage you keen early adopters to check this one out as well and let us know how that works out for you!
And as always, Dear Readers, if you have any feedback on other solutions for the user support/engagement space that have worked out well for you, please share the enjoyment!Continue Reading →