What’s Happened to Customer Support in the Age of Apps?

In the age of mobile apps, many of us are accustomed to the indisputable reality that customer service is more or less non-existent. For those who have “grown up” with desktop and web-based software, this new paradigm is unfamiliar and frustrating. When we purchase any product, we expect a certain level of support from the seller when there’s a problem or a question comes up.

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In the world of mobile apps, customer service seems to have vanished. Many developers create apps as a hobby or they simply don’t see customer support as a necessity because the paradigm has shifted — users no longer expect good customer support. The problem doesn’t solely exist with the indie developers. I purchased a very popular app from the Apple App Store with several users and a 3 star rating. I experienced a problem that rendered the app unusable. I searched the app, the website, and the web for a customer support email or phone number and I was unable to find a way to contact the company. It appears the app only provides customer support via self service, which didn’t solve my problem. This left me with the only choice of providing a low rating at the Apple App store. In this case, I suspect, the app growth exploded and the small team just couldn’t keep up with the support demand so they chose to discontinue it. My experience is not unusual in the app world.

At LightArrow, we’re different. Our goal is simple. We build valuable apps for personal and business productivity and provide exceptional customer support. We understand that customer support takes time, and exemplary service is the heart of the software business.

How does LightArrow approach customer service?

The LightArrow team is based in Austin, Texas — the home of a booming tech industry. The company was founded in 2010 by a team of successful visionaries and repeat entrepreneurs who are solving problems that matter to people. Have you heard the expression, everything is bigger in Texas? When it comes to our apps and our commitment, this phrase certainly rings true. We strive for our apps to be intuitive and of the highest quality, but we understand that with big, comprehensive software solutions, you might have feedback, issues or questions. At LightArrow, we’re very receptive to your feedback and we quickly prioritize and incorporate your requests for new features and defect fixes. We update our apps often — ensuring that we continuously provide you with new value.

We utilize a combination of comprehensive online help; video tutorials; email, phone, and video support; and social media support. Our multi-channel support allows us to be there for our customers — no matter which channel is comfortable for them.

Our Help Center

LightArrow Help Center

For self-service support, we provide a Help Center, which is accessible through our apps or our website. LightArrow apps are built on the LightArrow App Engine 7, which provides a common set of functionality. All help is based on our flagship app, LifeTopix. We also provide context-sensitive help, through the lightbulb, which is relevant to whatever the user is doing at the time. The question mark in the upper-right corner provides instant access to our support email or Twitter handle. We also provide video tutorials and demos, which our users can find from our YouTube channel or website.

Our Help Center provides comprehensive help, all user comments and replies, common questions, a productivity portal, and searching capabilities. Our users can find answers through online help or see answers to all questions that other users have posted.

Our Engage View

Our Engage View communicates the latest developments at LightArrow and supplies several ways to contact us. Through this view, we furnish walk-throughs of new features for major releases, any known issues, and upcoming features and apps through our roadmap. Video tutorials and demos are available through this view — including a Getting Started video.

LightArrow Engage View

We embrace personal and business productivity and we aim to keep our customers educated on the latest tips and advice. The blog is updated regularly with useful tips and stories to keep our customers motivated and educated, and to turbocharge their productivity.

We encourage our customers to contact us publicly via Twitter and Facebook or privately through email. When a question or issue is complex, we ask customers to contact us via telephone. On occasion, we have user sessions with users to discuss ideas for enhancement of our apps through video or conference calls.

We’re proud of our approach, and once again we encourage you to reach out — however small your question or comment might seem to be. Keep in mind, we’re a different kind of app company. We listen, care, and respond. We truly care about you and your projects, we read every request, and we answer quickly as possible. If there’s something you don’t like about our apps, tell us about it instead of giving up on us. We’re likely to change it.

Your Turn

Have you worked with our customer service? Tell us about your experience. Thanks!

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