In-App Expert Experiences, Part 1
We found five apps that provide access to a human expert directly from the app: T-Mobile (4.8 stars), Geek Squad (3.5 stars), HondaLink (1.9 stars), Clairol's MyShade (3.4 stars), and Doctor on Demand (4.8 stars). Except for Honda Link, all the apps we found are rated 3.4 or higher on at least one of the download platforms (iOS or GooglePlay). However, since the high annual cost of the Honda Link app may have affected the low ratings it received, we decided to include as an example to give a broader idea of the market. All the apps we found are U.S.-based and provide the expert experience in the app, rather than routing the user through a website. Provided below is an attached spreadsheet of our findings.
We searched the app store to determine the most successful terminology to find apps that included in-app expert experiences. We provided examples across different vertices, including hair care, medical services, tech support, vehicle brand engagement, and mobile telephone account management. The applications were chosen based, but not exclusive, on the star rating, the availability of in-app expert experience, and fees. We provided applications that were free, has an annual fee, or a combination of both (Geek Squad).
All the applications had consistent ratings across the downloading platforms and all the applications were offered for iOS and Android devices without a change in fees from platform to platform. Of the apps we found, only one is rated below 3.4 on the Apple Store and Google Play's app store. Honda Link has a 1.9 rating, but it is also the most expensive of the apps, requiring an annual payment of $260 to access the in-app expert services, which could have contributed to the low rating.
All the requested information for the five applications providing in-app expert opinions has been included in the provided spreadsheet.