As mobile apps continue to become critical for businesses in today’s digital landscape, high-touch service providers must manage their organisation’s digital strategy to provide their clients with an engaging app experience to maximise value.
Mobile apps are transforming businesses to be digitally resilient and provide their clients with convenient accessibility. However, without an engaging app, organisations can fail to provide users with a seamless digital business continuation and hold empty real estate space that lacks necessary functionality.
An engaging app brings value to the user. If a client determines that a service provider is offering the most convenient and high-touch experience possible through an app, they will remain loyal and continue business transactions. While mobile apps are imperative for the future of business, their true value lies in retaining users by delivering an engaging and streamlined client experience.
Here are the factors that are crucial in a successful business app strategy:
Intuitive user interface
The hallmark of any poor mobile or web app is a confusing user experience characterised by unintuitive controls, unnecessary features and a lack of streamlined workflows. When it comes to interacting with customer service and online commerce, end-users will have specific workflows in mind that they expect to be free of unnecessary or confusing steps. To that point, an engaging app facilitates streamlined workflows by employing well-researched intuitive practices that lend to end-users being familiar with functionality in as little time as possible.
Consolidating all-in-one workflows
When deploying a business app, it is important that the app serves as a one-stop portal for completing business without ever needing to leave the app. Each app should be equipped with full business capabilities, including voice, video and text messaging, calendaring, digital signature, annotated notes and document sharing and collaboration, to ensure all service needs can be met in one designated space. This all-in-one workspace provides clients with the convenience of accessibility and the transparency of an auditable transcript of all interactions for a thorough overview of service history.
Additionally, organisations can better serve clients with persistent relationships that continue through transition. By maintaining client profiles in one consolidated hub, businesses can be sure that client transaction details are retained and recorded for a more personalised high-touch experience.
Technology built to scale
The possibilities of digital are constantly expanding and reaching new highs. The newest technology today could be irrelevant in less than five years, so it is extremely important when businesses invest in an app that it is built to evolve and scale with technological advances. Choosing app developer platforms with an intricate back-end and consistent updates allows businesses to deploy their own branded apps while ensuring they are future-proofed.
Ensuring reliability and security
Giving clients access to a one-stop mobile app right from their pocket is undoubtedly convenient, but it also involves handling sensitive information.
As customers become aware of the inherent security risks of digital interactions they demand peace of mind, while brands depend on security to uphold their reputations.
App development must factor in security from the outset, with bank-level back-end encryption, multi-factor authentication and multiple layers of security to protect sensitive data.
A controlled and managed environment
Clients’ relationship to a brand is largely based on how the brand is managed because efficiently managed organisations ensure consistent quality. An engaging app is one that can streamline processes from the top down with transparent insight so that clients receive the just-in-time service they expect as a result of administration directing internal teams. A mobile app digital strategy should not only consolidate all client interactions but organisation-wide communications in order to better address and improve the client experience with all efforts in one easily managed space.
A branded interface
Last, but not least, is brand control. Businesses should deploy apps with their own branding, including logos, colour palettes and fonts, so that their app aligns with the brand clients are familiar with. This allows clients to associate the brand with digital resiliency and, ultimately, convenient high-touch interactions.
Moxtra powers OneStop Apps for organisations to manage their teams to deliver a convenient and engaging client experience. Visit moxtra.com to get started with deploying your own branded app today