E-commerce website or app?

[V8mate]

My company sells a product-based service which is purchased irregularly. I guess a tool hire business would be a suitable comparison - so people might only use us once every five years or so?

I want to make the business 'digital' - orders are taken exclusively over the phone at present - and wonder whether we could make a 'double leap' to an app, skipping the ecommerce website stage entirely?

The reason for 'I wonder...', is because I'm concerned that people might be put off using us if they have to download and install an app for an infrequent purchase (a pizza app is fine if you use it weekly).

However, I may be over-laying my own prejudices, which are to install as few apps on my phone as possible, whereas other people might not actually care less? I guess I'm testing to see the rate of acceptance of the app-based world.

[Wilmslowboy]

Even with 10 times the level of engagement you suggested, an App would be borderline.

Depending on who your customers are (and how they find you), a Facebook page/ eBay site might be a better option.

[V8mate]

Wilmslowboy said:

Even with 10 times the level of engagement you suggested, an App would be borderline.

Depending on who your customers are (and how they find you), a Facebook page/ eBay site might be a better option.

We currently have a website, spend loads on SEO etc, but the website is just a showcase urging customers to call us.

[DSLiverpool]

Customer demographic will be a strong influence on the app success.
Also it’s min £10k on the app unless Indian - £2k on Shopify - I knew what I’d try first.

[miniman]

DSLiverpool said:

Customer demographic will be a strong influence on the app success.
Also it’s min £10k on the app unless Indian - £2k on Shopify - I knew what I’d try first.

This. Converting those online visits to purchases instead of phone calls has to be the answer. Download an app to make an occasional, niche purchase? Nope.

[MadCaptainJack]

V8mate said:

My company sells a product-based service which is purchased irregularly. I guess a tool hire business would be a suitable comparison - so people might only use us once every five years or so?
...
I'm concerned that people might be put off using us if they have to download and install an app for an infrequent purchase...

Unless the app would offer some other, necessary functionality beyond just making and paying for a booking, I’d say that your instincts are right - just ecommerce-ify your website.

Apps are good for frequent engagement or for providing functionality that is difficult/awkward to provide through a website. If the sole functionality is making/managing a booking once every five years, an app is not appropriate.

[VEX]

Move to an ecommerce solution that just looks good on a mobile device.

I use shopify and you can check layouts in pc, tablet and phone formats.

Lots of them offer this level of functionality.

[Drawweight]

Every so often I go through my phone and delete apps that I haven’t used for a while.

Whether those are ones that didn’t do what I thought they would or I looked at and never used. Or used once years ago.

I suspect yours would fall into the latter bracket.

[DSLiverpool]

If you want a chat about “the project” I have no skin in the game, I’ll tell you what I think / would do from my own experience. It can be hsbdybto have a fresh perspective to something you’re very close to.

[nunpuncher]

It doesn't sound like it should be an app now or ever. Who really wants something they only open once or twice every few years taking up memory on their device?

Get an end to end e-commerce solution that ideally ties in with your current internal booking system. Enable customers to get quotes, book and manage bookings/service requests as easily as possible. Make it as end to end and as frictionless as you can with as few clicks as possible. If you need help look for a user experience designer, not a developer, SEO marketer or IT bod.

[V8mate]

Thanks all - I'm on the right track now