The customer experience in the app is equivalent to his visit to your branch in person.
Quick in-app responses equal branch customer service
In traditional branches, nothing annoys a customer more than being ignored by staff. Similarly, in apps, the lack of immediate responses or live support makes the customer feel neglected. Live chat, automated, guided responses, or even a clear FAQ page are all elements that mimic the "receptionist." A successful app should make the user feel cared for. Even automated messages can be personalized and professional. Don't make the customer search for a way to communicate, and make in-app responses a convenient and quick experience. Digital customer service isn't an option; it's a necessity to prevent customer loss. Every second of delay in response equals a look of dissatisfaction in a physical branch. Put yourself in the customer's shoes, and you'll understand how this experience should be designed.
The in-app navigation experience is equivalent to a customer's walk through a branch.
When a customer walks through your branch, they expect clear sections, wide aisles, and organized displays. The same concept should apply to your app. Menus, categories, and search options should be clear and easy to navigate. If a customer takes minutes to find what they're looking for, they may abandon the app altogether. Make the navigation experience resemble a pleasant in-store experience, where everything is in its place and the customer navigates smoothly. Add advanced search, filtering, and smart suggestions to help them make faster decisions. Don't overwhelm the user with unorganized options; instead, present them with the right products in a simple and clear manner. Every second spent searching is like time wasted in the branch, and this can impact their purchasing decision.
App notifications are similar to in-store offers.
In a store, offers and discounts call out to customers via signs or the employee's voice. In an app, this role is played by notifications. However, these notifications must be smart, specific, and timely. Don't bombard customers with messages every hour; instead, make your notifications distinctive and enticing. For example, "Offer ends in an hour" or "Your favorite product is back in stock." These phrases grab their attention, just like in-store offers do. Don't send generic notifications; instead, target each user's interests based on their purchase history or interests. Every smart notification brings the customer one step closer to making a purchase and makes them feel understood and followed up. This is the secret to successful communication, whether in a physical store or via the app.
Ratings and reviews are similar to in-store customer feedback.
In a physical store, customers hear or see other people's opinions, and this influences them. In an app, reviews play a similar role. Having real reviews and past experiences adds credibility and encourages users to make a decision. Don't overlook the importance of clearly displaying these reviews under each product or service. You can sort them by newest, most helpful, or even by customer-attached photos. Also, encourage users to leave reviews for a smooth and quick experience. Engaging with reviews—whether by thanking them or responding to negative feedback—reflects your interest in customers and increases trust. Each review represents a "real person" talking to the user, which perfectly replicates the physical experience.
