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TSL Blog

The ServiceLine Blog post is all about Talking and discussing about Customer Experience, Customer Support, Events and Technology driving delivery of exemplary customer service and support.

Keeping your App in the App-Store

Building quality Android apps and getting good reviews depends on your ability to know, understand and fix bugs when your users (customers) experience them as well as your ability to continuously engage the user (customer) during this difficult phase of testing and launching the app without them un-installing your app.

Letting users and testers of your mobile application submit their feedback, ideas, suggestions as well as automatically collecting crash and debug logs right from within your application is now possible from as low as 999/= per month.

Without the means of quickly and efficiently identifying and managing application bugs, developers;

  1. Will have poor application ratings and reviews in the app store
  2. Will spend more time identify and troubleshooting for bugs
  3. Will lose end-users who upon encountering a problem, the do not report, but un-install the application forever.
  4. Might end up developing an application that is downloaded once only to be un-installed because of lack of engagement with the users (customers) during the process of development.

There are several bug reporting means and tools on the internet. However, over 80% of these lack the human interface which is required to establish customer loyalty during the process of reporting, identifying and resolving the bugs. It is indeed very important to let the users talk to you and whenever they talk to you, you need to respond almost immediately and keep updating them with every single step you are taking to fix and resolve the bug. 

Whether you have a beta or live app, it is crucial to know what the users think of your app and for sure the app store is not the best place for that.

The ServiceLine is the first to give developers this service at a pocket friendly price. From as low as 999/= shillings, developers with:

  1. Have a high increase in user feedback after using our in-app plugin
  2. Reduce time spent on identify bugs across multiple phones and devices
  3. Reduce the number of negative reviews in the app store and manage these before it escalates to massive un-installation of the application.

Upon integrating our in-app plugin with your application, your users will see a dedicated support section within your app which may include/enable you to:

  • Your Knowledge base – so that they get to access important information that you would want them to have.
  • Ticket Form – so that they get in touch with you if they need help
  • Automatic collection of important information – Information such as device name, operating system, app version etc are collected automatically without any additional effort from the user
  • Collection of crash logs and breadcrumb trails – This will collect data from crash log and the breadcrumb trails would enable you to understand what the user was trying to do when your application crashed.
  • Collect App Ratings (Automated popup / Agent Triggered / Manual Trigger) - An automated prompt can ask the user to review the app after every "N" launches. When a user sends a  feedback/support request and you resolve the issue, it may be a good time to ask the user to review the app in the store. This allows the our agent to initiate an in-conversation review request which will show up as part of the conversation to the user.
  • Collect Meta Data - allows you to obtain 4 types of meta data automatically without any external user intervention. This reduces effort on part of the user, thereby improving overall support experience. The data you can obtain are:
    • App & Device Information
      • App Name
      • App Identifier (package name in case of the Android)
      • App Version
      • App Locale
      • App Installed Time
      • App Updated Time
      • Mobihelp SDK Version
      • OS
      • OS Version
      • OS Locale
      • Device Make
      • Device Model
      • Device SW Build (like the carrier/custom branding of the Android OS where applicable)
      • Current Active Network (as WiFi vs Mobile Network)
      • Mobile Network Type (as GRPS/EDGE/HSPA etc)
      • Mobile Network Operator Name
      • Mobile Network Country Code
      • Battery Level
      • Battery Status (Charging/Discharging)
      • Screen Orientation
      • Device Storage Space Free/Total in MB (Internal Storage)
      • Device Storage Space Free/Total in MB (SD Card)
  • Custom Data - Custom data fields captured here will be displayed alongside every ticket the user creates after adding the fields.
  • Breadcrumbs - Breadcrumbs allow you to track user activity. This will allow the developer to retrace the user's steps to get a better understanding of the issue at hand if need be.
  • Debug Logs - Debug logs basically includes the log information from logcat for your application. The debug and error information as of the time of the conversation is captured and is attached to the ticket.
  • Notification Count - gives an option to get a count of unread updates/notifications for the user from the support section that can be displayed elsewhere in your app like in the Navigation Drawer or landing page or can be used to notify the user by other means.
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Saturday, 20 July 2019
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About The ServiceLine

We are a Sales and Marketing Company with Customer Support Functions like Lead conversions, Tele-marketing, IVR Solutions, Inbound / Outbound Call Handling.