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 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.
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 ?
Maltix has a FREE on-boarding process and a huge bundle of other stuff that might be relevant to your business for FREE.
Are you well connected to your local business community and like the idea of working for yourself but not by yourself ? Join the Maltix partner programme
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.
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
Next on our list of key PWA statistics is the higher customer engagement of Progressive Web APPS compared to old native technology.
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
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%.