Communicating with end users in case of app malfunction or scheduled maintenance is not something you’d think about when you publish your app in the stores. Once your app is in the stores you lose a part of IT control and communication power.
From a customer experience point of view there is nothing more damaging to your business when you don’t meet transaction needs at the very moment users want to interact with your brand.
So how to retrieve app control to your IT organisation and how to keep end users informed (and make them come back to visit app when it is online again)?
Do you use a call center, web care team or do you use Twitter and Facebook channels? Every action costs money, time and app retention loss because your communication is not fast and relevant enough.
Service2Media’s AppControl enables in-app communication, even when the mobile app is not ready for normal use.
- Retain app users by directly informing them in case of app problems or scheduled maintenance.
- Manage & Segment user communication by Operating System (iOS, Android, Windows), app version, device and language.
- Migrate selected app users to the most recent app version.
- 50% reduction of calls and web care resources
- 25% less risk of bad app reviews
- 75% faster migration to the latest app version
- 95% returning visitors after app off line situation
In the administration portal you have total control over your app communication
Implementing Service2Media AppControl takes literally a few hours. The form of separate native client libraries and Cordova plugins makes client side integration a breeze, while the solution’s architecture ensures that it does not slow down app startup and does not block in case of service non-availability or client side connectivity problems. 2
1. Non-blocking maintenance
Suppose a back-end that serves out content to an app is being updated during the night (low use hours).
Instead of confronting users with an app that does not work properly, with Service2Media AppControl it’s possible to configure a specific message for a specific time window upfront in the self service portal. During the time window the user can be presented with a friendly message which informs the user on how long the maintenance work and the resulting interruptions will take.
Maintenance info message served to all mobile OS distributions of the app
2. Voluntary update
A new version of the app (let’s say 2.3.0) has been released a while ago, but from statistics it shows that there’s still a group of users on iOS that has not updated the app yet and is using version 2.1 instead. This is a shame, because these users are not being introduced to the new functionality.
With Service2Media AppControl this target group of the app will be presented with a friendly message stating there’s a new version of the app available, along with a direct link to the right location in the Apple Store.
Voluntary update message to all app users
3. Mandatory update
Unfortunately a serious security flaw has been detected in the app. An update targeting the vulnerability is available at the respective app stores and it is critical that all users download the update in order to avoid sensitive data leakage or other security hazards. Service2Media AppControl makes it possible to force all users to update the app before they can continue with using it. With this approach the security issue can be resolved as soon as possible.
Mandatory update prompt blocking app’s operation until the user performs an update
4. Blocked Startup
A very serious functional or security flaw has been detected on the app’s backend, which opens up the system to malfunctioning or malicious activities. Fixing the issue on the backend side takes more time than expected and the only option is to temporarily seize the app’s operation. Although this is a very extreme and exceptional situation it should be prevented at all cost. It’s reassuring, that even under these circumstances Service2Media AppControl has your back.
Blocked app startup with redirection to external website