Customer support is an important part of any business. While users try to understand how to use your app, they may face some issues and roadblocks, including confusion. 88% of consumers don’t buy from businesses that leave complaints unresolved. To help your users benefit from your app in the best way and make them feel valued, providing interactive help functionality becomes a must-have. Besides, people use services other people suggest and are satisfied with, so they will share and read the reviews of your app. And having a positive impression in this section will affect the decision of your potential users as to whether or not to install your app.

When it comes to mobile apps, nothing matters more than getting the basics right. Delivering a great user experience is essential in today’s mobile world and nothing is more important than making your customers satisfied. As an app developer, a data-oriented approach will help you get further with your mobile app. So you should be measuring the success of your customer support at the same time.

In this article, we will explore all the ways you can reach excellent customer success through customer support for your mobile app.

Understanding Customer Success And Customer Support

What does customer success mean? Customer success is a method that ensures customers reach their desired outcomes when using an organization’s product or service.* A customer success strategy that includes involvement in the purchase decision, implementation and use of products or services, and customer support can yield strong results.

Customer Success and Customer Support are different fields that work hand in hand. Customer support and service are reactive in that they focus on problems after they have occurred. Customer success is proactive because it focuses on preempting problems before they affect customers.

While Customer Support focuses on the number of responses that have been sent, how satisfied customers are from this support, how their problem is solved, or whether the resolution has been brought to the issue, etc.; Customer Success focuses on churn rate, expansion rate, customer health, and the overall outcome of the operation.

As an app developer, you may not have a Customer Support team or someone to work for the Customer Support for your app. But you can create different ways to provide support to your users depending on your resources and budget.

How To Create a Customer Support System In Your App

1. Provide in-app messaging

In-app messaging is a tool that allows users to talk with Customer Support without leaving the app. Being easy and effective, implementing in-app messaging will help you talk with your users directly. Solving the problems users face in real-time will positively affect your Customer Success, as well as user satisfaction.

2. Create a Support Section

You can create an FAQ page or support section about the most common problems your users face. By making the usage information available on a page, users can easily find the solution they need with a fast search. It removes the need for sending emails, calling a number, or sending a message which might be a good alternative and some users may prefer to read the solutions they need with a page. Also, the questions that may be asked repeatedly won’t take as much of your time and effort.

3. Use Online Channels

Social media channels are a great way to connect and communicate with your users. Many products, services, or companies answer the questions of their customers online, and some of them have a support account on different social media channels dedicated to this operation. Some of your users may occasionally use certain social media channels such as Facebook, Twitter, or Instagram. And in this way, while they are already on these social media channels, users can connect with you and ask questions in seconds with a Tweet, or a comment.

Depending on your operation, you can guide your users to reach out to you via the social media channel you’ve created for your mobile app. This way, you will be providing different options to your users so they can prefer the channels they like to receive support from.

4. Segment Your Users

Since each app user has different user profiles, each group of users is likely to face similar problems. By identifying the user profiles that keep facing the same issues and reaching out to you with similar questions, you can create your answers beforehand to the commonly asked questions from each user group or persona, without having to respond to them individually. But avoid sounding too impersonal, and make sure your responses that are prepared beforehand are personal enough to connect with your users.

How To Measure The Customer Success In Your App

1. Collect User Information

As we’ve discussed in our previous articles, knowing your users in detail is helpful and important for the overall operation of your app. From marketing to improving retention and lifetime value, understanding your users will make your operations much easier and more effective. Collect the information and learn their age, device type, marital status, country or city they live in, and the ways that they’re engaging with your app. This information will make your Customer Support operation more effective, personal, and connected.

Analyzing reviews on the App Store and Google Play is also a good idea to get impartial feedback and address soft spots before more users face problems and contact your support.

2- Create Smart Surveys

Tracking field activities, such as a user's signup and onboarding experience, can be accomplished by sending smart messages to users through an in-app messaging engine. With a simple question, you can learn if your users are satisfied with their onboarding experience, and optimize it according to their responses.

3- Use Smart Analytics

Smart analytics tools help businesses measure customer satisfaction and spur innovation by analyzing information collected from mobile apps. Depending on your budget, you may want to use a smart analytic service for your app and collect in-depth data about your customer success.

4- Build A Trackable App

Build your app with an analytics engine that tracks the activities of users, the status of their operations, and the fulfillment of their requests on the platform. If your app supports the tracking systems to measure data about your users, the Customer Success operation of your mobile app will be much easier for you.


Without the help of customer support, your customers won’t be able to contact you quickly and effectively or resolve their issues with your product or service. In order to truly serve your customers well and encourage positive reviews, it is important to think about what makes good customer support for mobile apps. By taking care of these items before creating your app, you will be on the way to success.

Don’t forget that maintaining good and responsive customer support is the greatest aspect of growing customer loyalty. Creating an outstanding customer experience from day one can bring your app users to become loyal customers, which are the best long-term source of ROI and lasting growth for your business.

Ultimately, providing instant and accessible customer support for your mobile app will increase positive reviews, improve app ratings, and turn users into loyal, happy, and engaged customers.

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