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The combination of self help and customer service 2021
The entire website industry has focused on customer self help for many years.
From a business perspective driving down variable costs and allowing visitors to sort out their own problems initially sounded like a good idea.
The idea that expensive telephone support could be removed altogether was attractive to the board.
But unpleasantly attractive to the customer.
Many business fell on their sword, ask any bank just for starters.
Live ticket and a myriad of customer service tech evolved to help customer service.
CHAT rooms were embraced to provide customer service.
And then CHAT bots pretending to be a live support agent tried to solve the customer service problems of self help.
Now AI is all the rage.
And all along the most massive surge of change manifested.
The Smartphone USER.
In fact the whole idea of self help for the millennia generation suited their independent mindset.
Embracing self help smashed the traditional sales cycle.
Millennial’s simply by-pass the traditional sales cycle.
Their focus is on the referral.
The kudos.
The love of immediacy.
The personal relevance.
The ease of passing the word on social media.
The purpose of the website is being changed by the Smartphone user.
The self serving business interests of big business was just like squeezing a balloon full of water.
The new Smartphone generation took the best bits and took their interest and their cash else where.
Self help and the Millennial.
Websites deliver customer self help.
PWA provides customer service.
A PWA linked to your customer service portal opens up social media as a distribution ledger.
Why is PWA so attractive to the Smartphone user?
The make of their Smartphone is irrelevant, it just works beautifully at high speed.
It works offline.
They probably dont know its a PWA, its kind of like a cool baby website that doesn’t sit on their desktop taking up valuable memory.
They never have to delete it when their memory gets full.
It talks to them from nowhere with stuff to spread on social media like discounts, promotions, deals and tips.
They can respond for immediate reassurance or support if they need it.
Book appointments.
Cast their vote and send feedback.
The vouchers and discounts are one time redeemable right off their phone in store or online.
And all this incoming notifications are relevant to their purchasing habits.
Incoming and outgoing PWA notifications enables forwarding on social media.
From their hairdresser, their garage, their local pub, their shops of choice,their dentist, their estate agent,their church, their political party, their airline, their online bank their hobby group, their friends and their friends friends.
Recipients can forward it from APP to APP
Don’t need to download from APP store
PWA flies through social media unhindered.
How convinced are you that the future is PWA ?
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PWA investment
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So if the majority of the sales cycle is self service and the millennial numbers are so large and expect complete A to Z business transactions on their Smartphone.
Store owners shop owners / agents can no longer afford to neglect the importance of having a mobile-optimised online store within a PWA as well as their website.
And when we say ‘store owners’ we mean anything related to stock and window displays all connected to the sale cycle.
Only very very happy clients refer your business on social media.
Alarming APP stats from Smashing ideas
According to Smashing Ideas, companies that switch to Progressive Web APP notice an increase from at least 20% by up to 250%.
Understanding how consumers are using their mobile devices in 2021
So before you get started on making changes adopting a PWA, read on for the latest and most relevant facts and figures to guide your strategy.
The most advanced smartphone communication device ever.
Two way Comm’s and customer service is integral to a PWA
Push and pull info and promotions with a PWA
In this article, we’ll provide you with important mobile statistics on key aspects of mobile usage for your store and Smartphone APP delivery strategy.
This is a 10 minute read and explains the dominance of mobile Smartphones and why the normal website simply cannot cope with he Smartphone users needs.
How Many People Own Smartphones?
PWA for customer service
There are currently 3.5 billion Smartphone users worldwide (Statista, 2019).
Considering the total number of people using phones globally is at 4.8 billion, that means that nearly 73 percent of them are users of Smartphones.
This number is also rising rapidly with time, evidenced by the fact that just four years ago in 2016, there were one billion fewer smartphone users.
This is expected to rise to 3.8 billion in 2021, marking a 52 percent increase in a relatively short period of five years.
Time Spent on Mobile Devices
Daily time spent on smartphone
Now that we have an idea of how many people own Smartphones, the next thing you need to know is how much time is spent using them.
People spend more time on their Smartphone than watching TV !
Time spent on mobile devices is forecast to hit just under four hours (3 hours and 54 minutes) in 2021
People Using Phones for Product Research
70% attempt product research on Smartphone
PWA customer service
This next mobile statistic will show you how mobile devices influence consumers’ product research process.
The latest mobile usage statistics.
Nearly seven out of ten internet users say they would look for customer reviews on their phones while in-store before approaching an employee (e-Marketer, 2020).
And researching product reviews isn’t the only thing mobile users are doing in-store.
58 percent of them are also looking for other products similar to the ones they’re thinking about purchasing.
And 55 percent are looking up product specifications.
Such mobile usage statistics highlight the importance of providing consumers with a positive super fast mobile PWA experience.
Half of them have already included it among their most important customer engagement strategies using product specific QR.
Two thirds of smartphone users use APPS to purchase
More than half of internet users use their mobile phones to purchase products online.
Not only are people using their mobile devices to do product research, but many of them are also using them to carry out purchases.
The latest mobile statistics hint at a high reliance online shopping on their mobile devices particularly Smartphone friendly PWA
Millennial’s shop on their mobiles the most.
Nearly two thirds having purchased a product online with their mobile phone in the past month.
That’s just a touch higher than 55 percent in the 16 to 24 age group.
In comparison, over 40% aged from 55 to 64 have also done so.
With so many people doing mobile shopping, as an E-commerce business owner, you should consider prioritising your mobile PWA optimisation strategy.
A PWA is specifically built for the needs of the Smartphoneuser.
“Users who have come across a negative experience on a mobile website are a lot less likely to buy from that business“
The Option of Mobile Shopping
Poor customer service on smartphone
Many shoppers consider the a poor customer service immediacy as a deal breaker every-time.
So if you’re still not convinced of the benefits of setting up your e-Commerce offering for Smartphone mobile commerce using a PWA, consider this statistic:
Almost six out of every ten shoppers say that being able to purchase products on mobile devices is a key factor when it comes to choosing brands or retailers to buy from (Google, 2019).
A PWA strategy ensures available via your website for PC users.
AND availability and interaction to Smartphone users via a PWA off the exact same website address !
A PWA snaps into action dramatically quicker than a website and provides all the needs of a Smartphone user with no bother.
Mobile Time Spent With Digital Media
70% of time spent on social media
PWA customer service
Smartphones currently account for 70 percent of the total digital media time. (Comscore)
Delighted customers distribute a PWA so easily, it doesn’t live in the APP store !
Conclusion:
These mobile usage statistics can help you craft a mobile-first PWA strategy that will propel your business forward with higher engagement and stunning referral.
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What are some of the most important PWA statistics that we should pay attention to in 2021?
Businesses that switch to PWA notice an increase from at least 20% by up to 250%.
Over the last decade, mobile consumption is on the rise.
According to Statista, the number of smartphone users in 2021 is estimated to reach the mind-blowing number of 3.8 billion worldwide.
This is over 50% of the entire global population !
But, if that was not enough to convince you, just keep in mind that adults spend on average more than 3 hours daily on their phones.
However, while the overall mobile consumption is undoubtedly on the rise, native apps, which used to be the pinnacle of mobile devices, are now slowly but steadily getting substituted by progressive web apps.
And today, we will see some key PWA statistics that prove it.
A PWA requires no APP store
For those who are not familiar with the concept, progressive web apps, also known as PWAs, are web applications that behave and feel like a native mobile app.
And they don’t have to be downloaded from an APP store !
The key PWA statistics that we should all know in 2021!
1. PWAs have 36% higher conversion rates than native apps
In a study conducted by the TOP 30 PWAs report, the average conversion rate for progressive web apps was 36% higher than the one for native mobile apps.
The main reason why, as explained by Tom Karwatka, CEO at Divante LTD, is due to a curious phenomenon called the “mobile revenue gap”:
This gap, as Tom explains in his article, is particularly noticeable in the retail industry.
Mobile traffic and consumer time on mobile are much higher than on the desktop.
However, despite the higher consumption of content on mobile devices, and the amount of time spent on it, ” mobile sales numbers are much lower.“
According to Tom, there are numerous reasons why conversion on a mobile can be significantly lower than desktop, in some cases 2-3 times less, including:
Poor overall user experience on mobile.
Security concerns related to unknown sources.
Navigating through the app is difficult.
Challenging to see product details, or input personal data.
Can’t open nor browse multiple screens to compare.
Cannot use APP offline.
The majority of these issues, however, can be solved by switching from native apps to progressive web apps.
Because they combine the best ot both worlds – desktop and mobile.
And provide smooth mobile look & feel with the functionalities and user experience of desktop.
This explains the importance behind the first one of our essential PWA statistics – the higher conversion rate compared to native.
2. Progressive web apps register 50% higher customer engagement
two way comms
Next on our list of key PWA statistics is the higher customer engagement of Progressive Web APPS compared to old native technology.
According to Smashing Ideas, companies that switch to PWA notice an increase from at least 20% by up to 250%.
This is a significant difference that often translates to increased revenue for businesses.
Some companies that noticed an improved customer engagement include:
Lancome – which registered 53% more mobile sessions;
MakeMyTrip – 160% more mobile sessions;
Twitter – 25% more pages per session;
Trivago – 150% more repeat visits;
OLX – 250% more repeat visits;
Considering the fact that 65% of users download zero apps on their phone.
It is no surprise that PWA’s, that allow them to access their favourite website in a smooth and comfortable way from their phone, are significantly more engaging.
And drive more revenue for businesses in the long run.
3. Businesses switching to PWAs notice a decrease in page loading speed of up to 10 times
Only the PWA is built for the tremendous speed for the Smartphone user.
Speed is one of the most important factors when it comes to smooth digital experience.
For this reason, next on our list of PWA statistics is page speed, and how companies can benefit from it by switching to progressive web apps.
Speed is one of the most exciting features when it comes to PWAs.
Combined with their capability of working in offline mode, they make it possible for users to access their favourite APP in practically any moment.
Some of the companies that managed to reduce page load time by switching to progressive web apps include:
Wego – the travel booking website decreased their page loading time from 12 seconds to between less than 3 seconds, in many cases even less than 1 second;
Twitter Lite – this PWA is interactive in less than 5 seconds over 3G on the majority of electronic devices, with 30% faster average load times;
Forbes – the homepage of this progressive web app loads completely in just 0.8 seconds;
ZEE5 – after launching a PWA to expand its reach, the streaming platform achieved 3x faster loading times, and reduced buffering time by 50%;
Treebo – managed to drop its median interactive time to 1.5 seconds;
According to these PWA statistics, overall speed is not the only thing that improves when companies switch to progressive web apps.
.
Another key speed aspect that improves is TTI, or the Time to Interact – in other words, the time until a user is finally able to interact with your page,
Even it hasn’t loaded completely yet.
This is due to the fact that PWAs use the so-called “service worker” cache to store detailed information and the features of the app so they can load immediately once the app is accessed.
4. On average, PWAs cost 3-4 times less than native mobile apps
Stay competitive using a PWA
Another mind-blowing fact from our list of PWAs statistics is the cost for development of a progressive web app compared to a native mobile one.
On average is 3-4 times less to build and host– but it can reach up to 10 or even 15 times in some cases.
Building a regular app from scratch is usually associated with high development costs.
Especially if the app is more complex and requires advanced features.
Additionally, the fact that each APP store and operating system require a completely separate development only adds to the cost.
In monetary value, this can mean an APP starting from £10,000 for a single app store !
In comparison, a Maltix PWA is significantly more affordable to manufacture and host.
The same development works for all APP stores and operating systems at once.
5. Progressive web apps cost 33% less to maintain
Costs a lot less to build and host
Of course, when we are talking about costs, the investment for building your mobile presence doesn’t just end with the development of the APP itself.
It is just where it starts!
Once your APP has been launched on the market, you will have to continue providing an ongoing maintenance to ensure that everything is running smoothly.
For example, if you spent £10,000 on building your native app, you could expect maintenance costs of £20,000 per year to provide a great mobile experience for your users.
Depending on the complexity of the APP, you could also incur additional costs for servers, bug fixing and updates, emergency maintenance, payment processing, push notifications, and so on.
Maltix is the first APP Company to offer fixed price APP build with fully inclusive features.
According to various PWA statistics and studies, progressive web apps require 33% less maintenance costs compared to their native counterpart.
One of the biggest reasons why is because you don’t have to maintain different APPS across different APP stores – with their specialised development tools, coding languages and resources.
With a Maltix PWA, you only have to maintain a single web APP
Another thing to take into account is that a company that runs a website and a mobile app needs to maintain both, which typically require separate – and more expensive – maintenance.
And more often than not, it also requires hiring separate teams to work for iOS, Android, and web.
However, because PWA have multi-platform capability, the costs as a result are significantly lower.
6. PWAs can be up to 90% smaller than native mobile apps
PWA fact
Next on our list of PWA statistics is size.
One of the biggest benefits of PWA is that they are significantly smaller and lighter than native mobile apps.
The majority of them are no heavier than 1 MB! Let´s see some actual examples:
Twitter Lite – the progressive web app Twitter Lite is one of the best PWA examples when it comes to improved efficiency and customer engagement. The company managed to achieve a size of barely 600 KB – in comparison, the weight of the app in Android is 23.5 MB, and in iOS – the overwhelming 116.5 MB! By using fewer and cached data, and smaller media resources, Twitter was able to provide a lighter and more accessible app for its users.
Pinterest – another success when it comes to the efficiency and accessibility of PWAs is Pinterest, which managed to achieve a size of just 150 KB – compared to 17 MB in Android and 56 MB in iOS, it comes as no surprise that new sign ups increased exponentially, and time spent on Pinterest from mobile devices increased by 5%.
Starbucks – with a ultralight and fast progressive web app of just 600 KB in size, Starbucks has increased its daily active users by two times. In fact, the order rate from mobile phones is now nearly the same as the one for desktop.
OpenSooq – the new PWA of OpenSooq is only 28.3 KB, and it has improved the company´s engagement rate with a 25% increase in average time on page. Which, as a result, brought 260% more leads.
To sum it up, Progressive Web Apps provide a great workaround to the typical problem that many mobile users have.
The constant and highly annoying task of having to delete old apps to make room for new ones.
PWAs are so light and practically don’t take any significant space on a smartphone.
You don’t have to worry about having enough space for it.
The amount of space that old native mobile apps occupy is one of the biggest reasons why people choose not to download them, unless it´s absolutely necessary.
7. The average bounce rate of a PWA is just 42.86%
To top off our list of PWA statistics, it is also important to notice that the average bounce rate for progressive web apps is barely 42.86%.
In comparison, an average mobile bounce rate is about 60%, the same one for tablets is about 49%, and for desktop – anywhere between 41% and 55%.
Of course, this will also depend on the industry as some industries will experience higher bounce rates than others.
PWAs register enhanced user engagement.
Faster loading times of less than 3 seconds, and a higher number of mobile sessions and page views compared to mobile websites, only shows that PWA’s are slowly, are substituting native mobile apps.
Now its affordable for small business for the first time ever.
And your PWA runs off the exact same website address as your store.
The link from your store sits on your PWA
Your PWA is now the distribution force for your E-commerce store.
Marketing e-Commerce stores on your PWA.
What 2 way communication and free distribution can a PWA achieve ?
PWA Notifications and SMS directPWA SMSPWA to shopPWA to CHATPWA coupon distribution on social media.PWA link to QR codesPWA voucher redeem on social mediaPWA sharePWA loves SEOIncredible Bundle DEAL
