Think of online application support like maintaining a car. If you don’t check the oil, fix small issues, or keep it clean, it’ll break down. The same goes for apps. supporting an app means:
- Keeping it running
- Make sure the app is online and working all the time.
- Use tools to catch problems early, like if the server is down or something is slowing the app.
- Fixing problems fast
- When something breaks (like a button that doesn’t work), fix it quickly.
- Test your fixes to make sure they don’t create new problems.
- Making it faster
- Nobody likes a slow app. Look for ways to make it load faster and handle more users.
- Keeping it safe
- Hackers are always looking for weak spots. Update the app regularly to patch security holes.
- Adding useful features
- Listen to your users and add features they need, but make sure they work with the existing app.
- Helping your users
- Be there for them when they have questions or problems. Clear communication goes a long way.
Where Companies Go Wrong
Now, here’s the kicker: many businesses mess this up. They don’t mean to, but there are some common mistakes that cause headaches for both the company and its users.
1. Ignoring updates
Let’s say your app runs on software that gets updated every few months. If you skip updates, hackers might find ways to break in. It’s like leaving your front door unlocked because you didn’t want to bother fixing the lock.
Real example:
A company’s website got hacked because they didn’t update their content management system for two years. The hackers stole customer data, and it cost them a fortune to fix.
What to do:
Set reminders for updates. Automate them if you can. It’s quicker and safer.
2. Overloading developers
Here’s a common one: companies ask their developers to do everything. Fix bugs, build new features, talk to users—you name it. This doesn’t just slow things down, it burns out your developers.
Real example:
An app team kept missing deadlines because their developers were swamped. They were doing support, writing new code, and dealing with customer complaints all at once.
What to do:
Hire a support team or at least a couple of people to handle user issues. Let your developers focus on building and fixing the app itself.
3. No clear instructions
Imagine you’re trying to fix something, but there’s no manual, no instructions, and no notes from the last person who worked on it. That’s what happens when there’s no documentation for an app.
Real example:
A SaaS company kept running into the same bugs because nobody wrote down how they fixed them before. New team members had to figure everything out from scratch.
What to do:
Keep notes! Write down how the app works, what the common issues are, and how to fix them. It’ll save everyone time.
4. Waiting for users to report problems
Relying on users to tell you something’s broken is risky. It means the problem has already annoyed them, and they might leave bad reviews or, worse, stop using your app.
Real example:
An online banking app went offline for hours, and the company only found out when customers started complaining on Twitter.
What to do:
Use monitoring tools. These tools can alert you when something’s wrong before users notice.
5. Not preparing for growth
Ever been on a website during a big sale or event, and it just… crashes? That’s because the company didn’t plan for more users.
Real example:
A ticket-selling website couldn’t handle traffic during a major concert pre-sale. The site crashed, and fans were furious.
What to do:
Use tools like AWS or Google Cloud. Test your app with “fake traffic” to see how it handles big surges.
6. Bad communication with users
If you’re making changes to your app or if it’s temporarily down, tell your users. When you don’t, they think something’s wrong and lose trust.
Real example:
A delivery app updated its system but didn’t warn users. For hours, people couldn’t place orders and thought the app was broken.
What to do:
Use in-app messages, emails, or even social media to keep users informed. A simple “We’re fixing some things, back soon!” goes a long way.
How to Do It Right
Here’s the secret to good app support: Be proactive, organized, and user-focused.
Build a support team
Let a dedicated team handle user problems so developers can focus on improving the app.
Use good tools
Tools like ticket systems and monitoring tools can make support easier and faster.
Plan for big problems
Have a plan for what to do if the app crashes or gets hacked. Test it out to make sure it works.
Ask for feedback
Regularly ask users what they like and don’t like. It’s the best way to know where to improve.
Keep track of progress
Measure things like how quickly you fix problems or how happy your users are. Use that info to get better.
Why This Matters
Here’s an example
A streaming service knew a new show would bring a ton of viewers. They tested their app, upgraded their servers, and everything ran perfectly. No crashes, no angry users.
And here’s a failure
A clothing store didn’t prepare for their Black Friday sale. The site crashed within minutes, and they lost thousands of customers.
Avoid the common mistakes like skipping updates or overloading your team, and focus on proactive support. With the right tools and approach, you’ll keep your app running smoothly and your users coming back for more.
Remember, a little effort in support now can save you from big problems later!
About the Author: Olga Pascal
