Entering in the mobile application industry by tapping the platform of your need was the first step to making sure you are there and your business matters. Now the question arises, how to make the user experience better. What if the customers are used to using complex and user-friendly apps and they have some great expectations from your applications. What if your application under-delivers the promises it makes and makes users uncomfortable or simply miserable. Millions of applications in the app stores mean a million of competitors. And breaking through the barrier of overcrowded application market place and asking customers to download the application and keep using it is challenging.
1. Discontinue using the app
One of the most appropriate and understandable responses to an underperforming app. The user decides he will no longer use the app as it is consistently disappointing. In different cases, customers usually give different amounts of time or we can say a multiple numbers of chances to app. The customers having a respect for the brand or certain level of brand engagement allows them to expect the application will become better. They usually try to leave helpful reviews and ask for the developers to fix the bugs. If the app still does not delivers, they stop using the app.
2. Switch to a Competitor
Another response would be to switch instantaneously to a competitor’s application. Most of the time when users download an app, it is out of curiosity that how this app performs and is it better than the one I am already using. If the case is true, it would be more than willing to switch to another brand’s app.
3. Spread the negative word of mouth
This customer usually despises the app and is not happy with how it performs at all. He is willing to tell everyone he knows about the app and how it is not performing any better. People are usually spreading such information through personal modes of communication with peers. They may involve digital platforms like social media sites which will increase the scale of information spread.
4. No more purchases
The customer may want to keep the application but still may not be interested in buying materials from the applications. These transactions are usually processed via in-app purchases. Customers do not feel comfortable spending money on the products that are being offered in exchange for money and rather rely on the free version. This is very challenging for e-commerce stores if customers are not willing to buy from them.
5. Low rating in the store
Customers will drop by low ratings in the app store which would hurt the credibility and integrity of your app. Savvy consumers judge whether the app is worth downloading or not just by looking at the ratings in the stores. That is why many application providers are encouraging five-star ratings or ratings in general by providing in-app incentives for the users.
6. Negative Brand Image Perception
If a company or brand as a bad app, it will damage their reputation in the market as a business. Customers will find it hard to trust their products as their app is not providing enough customer support. If other stakeholders have a generally negative or otherwise non-serious perception of the business, they would avoid getting in contact with them, financial or otherwise.
7. Complain the Customer Service
Customers often choose to place a complaint at available platforms if it is possible just to consider their voice is heard. Responses from the developers make less likely for them to leave the platform. However, if the customers are not appropriately responded, they may consider getting rid of the application. As only a fraction of them understand how complicated it is to make an app better, they only prefer an initiative or willingness to do better.
8. Giving another chance to mobile website
Loyal customers if not satisfied with the app or have any issue with keeping the app will make their visit to the web page to see if it delivers. Sometimes prior to downloading the app, it is also mandatory for some users to have a look at what the company has to offer via the website. A good functioning website adapted for web and mobile platforms correctly is an important tool to get by.
9. Spread the message through social platforms
In the 21st century, customers are seen actively campaigning against brands and businesses they think are not good enough. And social media platforms are one of the most important tools to get it through. A trending hashtag, some shares, some forwards and bam! You are out of the market. Social media influencers also contribute to this, they can either promote or demote an app in a very short while.
10. Will do nothing
Harmless customers who choose not to do anything. The reasons can be that they did not have any higher expectations, to begin with. They do not really require an app in that domain. Or they consider the process of doing something or speaking up against the app will require unnecessary effort.