In-App Expert Experiences

Part
01
of three
Part
01

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.

METHODOLOGY

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.

Part
02
of three
Part
02

In-App Expert Experiences, Part 2

Five additional apps that provide in app experts are One Touch Law, Homework Help, ClicData, PetCoach, and Weight Watchers. Each of the chosen apps focuses on a different industry. The app details have been added to the attached spreadsheet. An overview of each app has been provided below.

Findings

Because different verticals were requested, the focus was placed on finding apps with experts in different industries. The following apps focus on industries that are different from the ones already provided on the spreadsheet.

Industry: Legal/Law
Description: This app allows you to read lawyer profiles and reviews as well as instantly connect with lawyers via phone or video chat.

Industry: Education
Description: This is an app for tutoring in subjects including math, science, social studies, English, AP support and languages.

3.) ClicData
Industry: Software
Description: This is an in app chat that helps with getting started, using the app, using tools, setting up schedules, and answering questions immediately.

4.) PetCoach
Industry: Pet Care
Description: This app allows pet parents to search a database of questions, submit their own questions, or chat with a consultant for an extra fee.

Industry: Weight Loss
Description: The mobile app for Weight Watchers participants allows them to track food, weight, activity levels, or chat with an expert for support and information.

Conclusion

The five apps have been added to the spreadsheet in rows 7-11. Each app is focused on a different industry in order to give a broad picture of the different verticals that use in app experts.
Part
03
of three
Part
03

In-App Expert Experiences, Part 3

Five additional apps that provide in-app experts are Live Body Coach, TheHopeLine, Chrysmo, JoyChefs, and WISHI. Each of the chosen apps focuses on a different industry. The app details have been added to the attached spreadsheet. An overview of each app has been provided below.

FINDINGS

Because different verticals were requested, the focus was placed on finding apps with experts in different industries. None of the apps have any partnerships. The following apps focus on industries that are different from the ones already provided on the spreadsheet.

Industry: Personal Trainer
Description: The app allows users to track their diet and workouts as well as connect with a live certified health & fitness coach.

Industry: Suicide Prevention
Description: This is a helpline style app with additional resources that include live chat, searchable content, email mentors, and free e-books.

3.) Chrysmo
Industry: Home Improvement/DIY
Description: This is a home improvement, do it yourself app that connects users with experts and professionals.

4.) JoyChefs
Industry: Cooking
Description: This is a mobile app that allows customers to personalize orders from chefs. The chefs cook a dish as described or the customer can purchase what is currently being cooked.

5.) WISHI
Industry: Personal Style
Description: This is a web and mobile app that connects users with a stylist to get personal style advice.

Two additional noteworthy apps include PreggBuddy and Doctor4U. PreggBuddy is an app that connects expecting moms with other expecting moms in the same trimester or with similar health issues. This app is focused in India and while the participants aren't really considered 'experts', the app connects women who can relate to each other. Additionally, Doctor4U is another app that connects individuals with doctors, pharmacists, and nutritionists. Because there is already a doctor app on the spreadsheet, this one was not included.

CONCLUSION

The five apps have been added to the spreadsheet in rows 12-16. Each app is focused on a different industry in order to give a broad picture of the different verticals that use in-app experts.
Sources
Sources