Today, most of the businesses have their mobile apps. They provide their customers to enable them to purchase products or services, order food online, book taxi etc.
It is important for the businesses to make sure that their apps run smoothly and don’t cause any inconvenience to the customers.
When it comes to customer experiences, app crashing is considered to be one of the pain points. It is essential that the apps provide a smooth experience without any glitch as customer experience helps in building a brand of a business as a whole.
The businesses need to monitor mobile app crashes on a real-time basis. It is essential for them to respond effectively to any mobile app crash which requires data.
A business can’t address the apps’ issues or communicate with the customers if it isn’t aware that a crash has happened.
It is important to make sure that the business has the right tools to monitor and record all the crashes of a mobile app in order to communicate the customers about the problem which is, in fact, important for a seamless experience of customers which builds the brand.
The Impact of A Mobile App Crash
A business has to make sure that it provides an app which has the quality and performance that its brand projects.
A rewarding customer experience starts with the performance of the app. If an app crashes, it can be frustrating for the customer and affect the brand image.
If an app often crashes and doesn’t perform up to the standards of the customers, it receives poor reviews and with word of mouth it affects the adoption and image of the business which affects its brand.
It is essential to develop an app which stands out of the competition as well as perform without any issues as it becomes the unique selling proposition of the business. Failure to do so can affect a business’s brand image.
Related Article: QA Process For Resolving Crashes In Mobile App
While some of the crashes can affect almost all users, many only affect a segment of people using the app.
It is essential for the business to segment the post-crash messages to be sent only to the people who have experienced the crash and the business need to communicate directly with those people. It helps in avoiding negative word of mouth of the customers and hence saves the brand from any unpopularity. Also, the notifications shouldn’t be sent to all the other users’ inboxes as well as notification centers as it may create a negative image of the brand among all the mobile app users.
It is essential for the business to save its brand by sending customers a timely message right after there is a crash.
If a business fails to do so, app crash means the business isn’t responsive enough and not thoughtful to customers’ negative experience. This can hurt the brand.
Sending such message little too late can create an impression that the business doesn’t care about the customers and hence app crash without proper addressing by the business can affect its brand.
A business should automatically trigger messages whenever a customer is experiencing any crash which ensures timely as well as relevant outreach. This helps in building the trust of the customers in the business and avoids negative impact on the customers due to app crash which can affect the brand.
A business needs to get more insight into the crash and communicate to its customers so that it can convey the message that the business care about the negative experience which they are facing with the mobile app.
It goes a long way in avoiding users to talk bad about the business and affect the business brand. It is essential to have the right strategy to deal with app crashes effectively to make sure that app crash doesn’t affect the business brand as a whole.
Automation platform and app performance solution can easily be enabled to work together effectively to provide a great experience to the customers even when they face app crash. This can help in making sure that any app crash doesn’t cause any negative customer experience, builds their brand loyalty and essentially saves the brand from negative publicity.
A mobile app crash can essentially harm a business and affect its image in the longer run.
Related Article: What is the Monetary Impact of App Crashes?