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Ever looked around and noticed that almost everyone is glued to their mobile phones? There are nearly 2.6 billion smartphone subscriptions around the globe and this number is expected to jump to 6.1 billion in 2020. Some day there might even be more smartphones than people!

Due to these rising numbers, the in-app, or “mobile experience” is becoming increasingly more crucial to how your customers see your brand. Zenith’s Media Consumption Forecasts estimates that 71% of internet consumption is now mobile and this number is rising every year. So how can you maintain a flawless mobile experience with all of this mobile traffic headed your way and keep your customers converting?

Don’t worry – we’ve got several practical tips to get you on the right track. But first let’s clarify what we mean with “mobile”.

What defines mobile?

This can refer to a few different things:

  • Mobile websites: These are mobile responsive websites or websites optimised for mobile usage.
  • Native apps: These are native apps that are built using the programming language of iOS, Android, or Windows phone)
  • Native apps that use a webview: These are essentially mobile apps that load a website into the “shell” of a mobile app.

Now let’s move on to those helpful tips you’re after.

Moving from website to mobile apps is not always an elegant journey

Transitioning from a website to a mobile app can be a big project. There are a lot of factors one must consider including design, speed and responsiveness, content, etc., that must be implemented seamlessly. And should something go wrong, you’re going to need a way finding out where and how. This is where customer feedback tools can come in handy.

There are lots of opportunities for bugs and/or technical errors to sprout uponce your app is live and typically, the first ones to see or notice these issues are your customers. Similar to website, by placing feedback forms throughout your mobile app, you can capture valuable customer insights and quickly resolve these issues.

Collecting feedback in mobile apps

The process of collecting feedback in mobile apps is slightly different from that of websites in that triggers such as exit intent and mouse movement are no longer detectable. So what are the best ways to get the most out of mobile app feedback?

1. Feedback Button/Tab

Similar to the feedback button on your website, this is a passive feedback button or tab that is visible (at the same position) on every page (as desired).

Pro’s: With the passive feedback button you are more likely to get more feedback as the button is always visible on the page.

Con’s: A feedback button on each page takes up additional space which is quite precious within a mobile app. These buttons can also interfere with the overall user experience (UX).

Example:

How to improve mobile experience using digital feedback - Passive Form

2. Feedback Button/Tab in the app navigation

This is also considered a passive feedback button, however, because it is located in the navigation of an app, it is hidden.

Pro’s: Stored away within the navigation, this type of feedback button will not take up as much space in the app itself.

Con’s: Because the button is hidden within the navigation, it is less likely to be found by visitors.

Example:

Mopinion: How to improve mobile experience using digital feedback - Navigation Feedback Form

3. Feedback Forms at end of funnel

You can embed feedback forms at the end of a funnel or process. For example, at the end of the ordering funnel, service funnel, or in the case of insurance companies, after making a claim. These are often feedback forms asking how your visitors experienced the website as a whole or how much effort it took them to achieve their goal.


Continue reading full article at https://mopinion.com/improve-mobile-experience-using-digital-feedback/

Originally published by  on Mopinion.


Roan Vasquez

Roan Vasquez

Digital Experience Manager at AAXIS
Roan is a customer experience expert and digital transformation leader at AAXIS. Roan brings strong knowledge and experience on how to leverage digital to help his clients increase the business value they then deliver to their customers. Roan's expertise centers around marketing and sales automation, customer loyalty, customer engagement and omni-channeling retailing.
Roan Vasquez

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