Creating an iPhone App for (Potential) Clients to Install

[calldrdave]

One of my team members wants to learn swift and offered to create an iPhone app for us at a very reasonable price.

Has anyone created an iPhone app for their clients to reach them? What features did you include? Right now the most important feature is to take a picture of a problem they are having (error message, suspicious ad) and email it to us. We'll include tips and tricks as well as a few other handy resources.

Ideally it's a way to keep us in mind when they have a problem. If we get one or two service calls a month from it, it will be worth the price we pay for it. Besides it should help our SEO

 

[SOHOtechRob]

Why build new where there are products like www.Kabuto.io that can do this for you?

 

[calldrdave]

Why build new where there are products like www.Kabuto.io that can do this for you?

Are you sure that is an iPhone app? I'm familiar with the product but don't see iPhone integration there.

 

[SOHOtechRob]

Are you sure that is an iPhone app? I'm familiar with the product but don't see iPhone integration there.

I have no idea about it as an iOS app. I was merely suggesting it as a possible alternative.

 

[fencepost]

Maybe I'm just being "Debby Downer" but that seems like looking for a way to spend money, and I don't see a lot of upside. Maybe things are different over on the iOS side, but the very concept of installing a phone app to get remote support for my PC makes me go "Huh?"

Are you one of the shrinking number of Apple service centers and are going to try to leverage it? Or are you hoping to expand into app development?

I'd say that if you want to encourage your tech in learning Swift, do something within the scope of the business (let him spend a few hours a week on it at work, cover the cost of an online course or two or some books, etc.).

Between an app and a good mobile-friendly troubleshooting website that lets people email pictures to support@ to be added to a ticket, I know where I'd put my money and time.

 

[calldrdave]

I think the app is less about remote support and more about convenient resources accessible to the client or potential client. I don't see it as an either/or scenario between the website and the app. Unlike a mobile friendly website, our icon will be in their apps. They'll remember who we are easier. I also think it creates credibility for the client and differentiates us in the marketplace.

Since the decision has already been made, I'm looking for what you'd put into the app. Assuming the money has already been spent and the contract signed (it has!), what would you put in the app to maximize the value?

 

[NerdyBuddy]

I'm just thinking out aloud here. I'm not sure how big your client base is, but I would either be weary that absolutely no one would download the app AND use it. I'd train staff to make sure this is a key topic they hit on with anyone coming through the door, maybe offer a discount for clients that come through the app. Or tons of people would use it, and nag you, and expect you to try and diagnose every problem from a picture. In that case I'd have it integrated (either automatic or key-punched) into your ticketing system and handle them case by case. I've seen that when you make yourself TOO available people will try to take advantage.

I am all for the idea. I like people that tend to take risks, and adapt. As far as advice as to what the app should have - to start maybe mimic one of the insurance company's apps like Esurance (take photos, report problem, upload, etc.)

 

[Bryce W]

I think the app is less about remote support and more about convenient resources accessible to the client or potential client. I don't see it as an either/or scenario between the website and the app. Unlike a mobile friendly website, our icon will be in their apps. They'll remember who we are easier. I also think it creates credibility for the client and differentiates us in the marketplace.

You can add websites to the home screens. In fact, I do it here with the forums.

To answer your question about what to add. Most obvious are ways to get in contact with you. Maybe a way to showcase your services?... Links to your blog posts to get people to keep on opening it?

 

[seedubya]

Do you have your plumber's app on your phone? The electrician's? The mechanic's? I'm open to correction but this looks like a solution looking for a problem. Unless you can find some way to solve a problem or offer some amazing feature, of course.

 

[calldrdave]

You can add websites to the home screens. In fact, I do it here with the forums.

To answer your question about what to add. Most obvious are ways to get in contact with you. Maybe a way to showcase your services?... Links to your blog posts to get people to keep on opening it?

Right, but that requires some extra work on the client's behalf. With a link they can install the app without our intervention.

As far as blog posts, I'm going to take some of the more helpful and popular ones and put them on there. The CMS the programmer is using lets me easily change the content. Right now we're thinking

• What to do when you get your computer wet
• Popular company's tech support phone numbers (so client avoids searching for them)
• Local information about ISPs and mail settings
• Things to do when you have a problem with your computer (reboot, record systems)

Contacting me will defintely be on there.

 

[calldrdave]

Do you have your plumber's app on your phone? The electrician's? The mechanic's? I'm open to correction but this looks like a solution looking for a problem. Unless you can find some way to solve a problem or offer some amazing feature, of course.

Good point! Having an app is a great way to differentiate me in the marketplace. I have several mechanic apps on my iPhone. They help me solve common problems and help me find a local mechanic.

 

[calldrdave]

I'm just thinking out aloud here. I'm not sure how big your client base is, but I would either be weary that absolutely no one would download the app AND use it. I'd train staff to make sure this is a key topic they hit on with anyone coming through the door, maybe offer a discount for clients that come through the app. Or tons of people would use it, and nag you, and expect you to try and diagnose every problem from a picture. In that case I'd have it integrated (either automatic or key-punched) into your ticketing system and handle them case by case. I've seen that when you make yourself TOO available people will try to take advantage.

I am all for the idea. I like people that tend to take risks, and adapt. As far as advice as to what the app should have - to start maybe mimic one of the insurance company's apps like Esurance (take photos, report problem, upload, etc.)

That is a KILLER idea about Esurance. I'm going to download that along with some other insurance company apps. My client base is relatively small, about 2K. I'll put the link in my signature line, my webpage, and in an email blast.

If I got just one call a month from it, it would pay for itself quickly.

I hear your point about too many people using it. That would be a good problem. Many shops offer "free diagnostics" so this would be an equivalent product. If it became a huge problem, I could always pull the app from the app store.

Excellent points. Thank you. The exact feedback I was looking for.