The in-app chat feature in an app facilitates the potential customers with real-time support.
Earlier, businesses were more attentive to offer quality services to their customers at reasonable prices. But now, the time has changed, where around 83% of businesses think beyond quality and pricing and focus more on rendering improved user experiences to their potential customers.
To make this happen in effective ways, startups and mobile service providers considered improving their brand user experiences by integrating third-party instant messaging apps like WhatsApp or Facebook Messenger. These help users share the content and also to establish a streamlined communication for their service.
But, even after offering instant communication services, these third-party messaging apps aren’t capable enough to retain target customers as these redirect the customers to other platform enforcing them to leave the current app. This deters users interest and compels them to abort the current app.
Here comes the role of in-app chat feature that makes the conversation easy and fast for the users using the app.
Why Integrate Live In-app Chat in a Mobile App?
The way consumers communicate with brands has changed drastically over the years. From handwritten letters to instant texting– the transition clearly reflects the growing need for instant communication.
According to a survey by Hubspot, over 80% of buyers demand a quick response time of under 10 minutes from their vendors. Undoubtedly, modern businesses are gratifying the growing instant communication needs by facilitating them with the live chat option.
They are doing it by integrating the in-app chat service into their mobile app to render real-time interactions and create a truly omnichannel experience for potential users.
Yes, with live chat activated on your mobile app, you can provide your clients with speedy resolutions to their complaints and queries without them having to switch to another platform or third-party messenger for support.
In-app messaging follows the process of message interchange between a user or service provider when a particular event or action is performed. It is also good at offering the option to share text and multimedia content so that users don’t feel restricted while exploring your brand service.
Did you know that live chat has the highest consumer satisfaction rate compared to other channels at 92% and “more than half of all chats come from mobile”?
Benefits of Integrating Live Chat Software in a Mobile App
Your mobile app can do wonders for your business in terms of improving your customer experience. However, you can get even more out of your mobile app by integrating it with live chat software to enable seamless support and in-app conversations for your users.
If you build your own chatbot, you can take advantage of below top 5 benefits:
1. In-app Customer Support
Does your mobile app support sales? Of course, it does. But what if a customer needs help or wishes to know more about a product or service?
Most business apps redirect customers to an external link, or a completely different platform if they seek to support. That redirection might be to a third-party chat app or some other support channel.
Such diversion often disrupts the user’s experience, causing frustration and leading the user away from your product. Fortunately, an integrated chat feature can prolifically transform this scenario into a streamlined real-time communication experience.
When you build a chatbot or integrate live chat application features to improve communication experience, you automatically enable transactional support for your potential users that lets them enjoy uninterrupted chatting experience without even leaving your app.
2. Flawless User Experience
Customers are very demanding and wish to have a pleasant experience with the brands they interact with. They not only expect highly personalized experiences but also want brands to offer consistent service on various touchpoints.
At a time when customers use more than six touchpoints to complete a single sale, businesses are struggling to deliver a unified experience on multiple platforms. Thankfully, responsive features made it possible by offering users a consistent experience across your website and mobile app.
By integrating live chat software with your mobile app, you can enable real-time interaction between users and support agents. You can also use the live chat feature to gain in-depth information about user behavior and track your visitors’ browsing history to push personalized shopping suggestions while they are navigating through your mobile app.
Live chat also makes it possible to collect feedback from your customers without any survey. Consider using a simple micro survey format, such as NPS score, to gather user feedback at various stages of the sales funnel with a single question.
3. Improved Marketing
The benefits of live chat are not limited to please customers through real-time support. You can also use live chat popup integration to onboard new customers and proactively share information with users to supplement your lead generation efforts.
In the era of self-service, most users prefer to learn about your product or service through a messaging app by speaking to an agent. With live chat activated on your mobile app, you can proactively connect with your visitors and ask them to fill their contact information or give an idea about their preferences before sharing the information they seek. This lets you know about their taste and makes you more aware of the market burgeoning requirements.
4. Increased Conversion Rates
This is possibly the biggest reason to implement that encourages businesses to code a chatbot to enhance the in-app customer experience. Live chat service consistently interacts with users and thereby provide them with the best and healthy communication environment.
When customers raise their concerns and get satisfactory answers in real-time without navigating away from your app, there is a higher possibility that they would go through with the purchase. Integrating live chat feature eliminates distractions and enable quick decision-making capability in users that ultimately make it a proven medium to boost business conversion rates.
5. Reduced Negative Reviews
Lack of in-app support may lead the users to leave a negative review of different online platforms, restricting others from downloading the particular app. But if you’ve created an app with in-app customer support option, resolving customer queries will be a task of seconds for you.
This process drastically cut down the overall response time and simultaneously increases customers trust and positive reviews on your app. App owners also consider positive reviews of the most crucial factors when it comes to attaining the desired business revenue.
A Quick Tip: Reasons to Avoid External Messaging Service in a Business App
However, instant messaging apps are likely to attract massive customers towards a brand or service but still, there are downsides of completely relying on third-party messaging apps as your ideal business communication channel.
Know why a business should limit the usage of external messaging apps:
- Third-party instant messaging apps offer limited monitoring and analytics systems which further don’t provide entrepreneurs a true insight into the brand marketing performance.
- When massive users communicate through external messengers, there are chances that they skip your service and switch to another tab. It’s a growing concern for mobile service providers.
In this case, incorporating a real-time chatbot for your app would be beneficial as it not only offers innovative user-experience but ensures better user retention.
The Wrap Up
Chatbot comes with a well-organized dashboard that enhances service agents efficiency and helps them hold better control on their daily customer support activities. Apart from real-time texting, businesses can use app chatbot to readily access customer details and past conversations without having to float through a sea of data.
Moreover, many mobile application development companies across the market offer such suite that enables easy connections of the live chat with any existing CRM in order to execute a high degree of personalization in communication.
If there’s still something you want to share about building an app with a live chat feature, let us know your thoughts in the comments section below. We’d love to hear from you.
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