A decade ago, super apps like GoJek Clone did not exist. However, mobile applications were still popular. As technology grew rapidly, customer behavior towards these applications also grew rapidly. With each year, keynote events unraveled superior technical chipsets and bigger smartphone screens, which slowly started the digital transformation phase.
Introduction
Inspired by the success of platforms like Gojek, super apps have changed the way companies respond to multi-channel support. With the recent surge in online apps offering on-demand services, it was only time that separate support features were added to make the user experience better than before. This support-centric approach brought forth a change in mobile applications, which have been slowly building up since their inception. And now you can use it for your profits.
The Multi-Channel Support Paradigm
Every business owner wants a robust set of platforms to take on the responsibility of seeing their business grow. However, no one wants or even believes in experiencing these challenges through root cause analysis. A scalable strategy should be put in place before the business faces a branding risk.
Multi-channel support entails interacting with customers, but for a super app like GoJek, the support system encompasses all the components of the GoJek clone package. The interaction usually starts and ends with a query or an issue of the customer and, if done correctly, can result in a much better branding known for convenience and flexibility.
The Benefits of Multi-Channel Support in Super Apps
Enhanced Brand Awareness and Visibility
Definite support across multiple channels increases the touchpoints for a brand that is offering GoJek-like services to its customers. With this presence, the brand not only improves recall but also enhances visibility in a crowded market mainly comprised of highly competitive, similar-functioning businesses. This ease of support encourages people to reach out through different channels, knowing that their issues will be resolved much before expectations.
Improved Ease of Use
Multi-channel support caters to diverse user preferences. Some customers may prefer quick in-app messaging, while others might opt for a phone call for complex issues. By providing various options, you ensure that users can interact with your support team in the most convenient way possible, enhancing the overall user experience.
Increased Customer Satisfaction
Convenience is one of the most recognized results of GoJek clone presence. Some customers may prefer spending their time online on various platforms, while others might opt for a straightforward approach that promptly raises tickets in the most convenient way possible. Being able to use these platforms to communicate their concerns over a small issue is a big fat approval in terms of customer satisfaction.
Challenges of Multi-Channel Support
Cross-Channel Messaging and Branding
A GoJek-like business offers ride-hailing, on-demand store deliveries, service providers, and even online video consultations for bidding purposes. This makes it much harder to control and keep track of the messages and branding you’re using to compel your customers to buy. This uniformity in communication should be well-implemented and adjusted intuitively for different services.
Every multi-service app business has different requirements, nuances, and best practices. Therefore, new customers present on newer channels should be approached with selective messages that are constantly updated with other channels, too. This process of cross-channel messaging should be done correctly; otherwise, you risk missing out on sales.
Customer Journey
When you offer different services from one app, creating the right experience for customers is easy to manage. As your business evolves and seeps into the lives of the customers, your multi-support strategy will also become much more practical and robust.
It would not be just about reacting to customer problems but giving them the actual tools they need to become more aligned with your brand. The key here is the knowledge and the insight to support operations, which in turn builds better experiences proactively by solving issues and answering questions to take limited action and get successful results.
The Future of Multi-Channel Support in Super Apps
As technology continues to evolve, setting up multi-channel support services will be more challenging in satisfying customer demands. Most budding entrepreneurs are slowly becoming more interested in dealing with post-launch maintenance rather than creating app design and development in the first place.
That’s why most clone app development companies are now starting to offer white-label GoJek clones. These clones are already complete in development and only need basic business information for white-labeling purposes. Think of them as your shortcut to launch a scalable and robust super app business in just 2 weeks.
As for the future, customers love to have more control and find quick answers to the questions they have in the most cost-effective ways possible. So start figuring out which core service you want in your super app business. But never fail to recognize that there is no filter to this. Every single support message you’ll carve should never be generic, which makes them go around in circles.
The worst-case scenario would be a string of bad reviews in Google and the App Store about your app and its inability to solve simple customer queries. If the aim was to find an efficient and effective solution, multi-channel support coming from GoJek clone apps would end up being neither.
Conclusion
Taking white-label firm apps or adding robust multi-channel support in your Gojek clone app is a complex but necessary decision you can make to drive business growth. If you want more clarity, try to search different clone app development companies and see why on-demand apps are making billions in revenues worldwide. It would help you to strategize your customer support and journey together, compiling brand loyalty and setting your Gojek clone app apart in the crowded super app marketplace.
