Helpshift: 20% of Users Seek Help in Apps They Use
New data from Helpshift reveals the majority of apps lack in-app support services.
Helpshift, a customer support platform for mobile, polled 1.3 billion mobile devices over a six-month period, and discovered during that time, 20 percent of consumers actively sought help in an app they were using.
Helpshift determined 284 million users searched for in-app support during the six-month time period, but only seven percent of these users actually filed a support ticket after using a ‘specific self-service FAQ’ available within an app.
In total, Helpshift estimated 95 percent of mobile apps lack an in-app channel for customers to receive support when they need it.
In a statement, Abinash Tripathy, CEO and co-founder at Helpshift, commented:
This data proves the value of in-app customer support.
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