Technological advancements have empowered significant improvements in the customer service environment. And one such innovation is in-app chat.
No matter how much people hide behind screens, they still look for one universal thing: connection. That immediate exchange of words and emotions that makes us feel connected to someone is a deep need. On our phones, this is made possible by real-time chats. chat API that allows users to get answers to their questions while using a specific app.
Continue reading to learn more about in-app chat, why you should consider integrating it into your app, and how businesses can use in-app messaging SDK to drive outstanding conversational experiences.
What Is In-App Chat?
In-app chat refers to a chat interface that appears within a specific app. It allows for two-way, real-time conversations between app users and customer service representatives and between app users themselves. Although the in-app experience can be built from scratch, most apps include pre-built in-app chat solutions that are white-labeled to match the overall look and feel of the product.
Even though it can be built from scratch, most apps feature a pre-built in-app chat solutions that are white labeled to match the look and feel of the product in general.
In-app chat has numerous benefits, such as increasing user retention and providing effective customer service.
4 Reasons Why In-App Chat Is Beneficial to Your Business
One of the first sigma rules of providing excellent customer service is being present where your customers are. In recent years, the world has become increasingly digital. So, the customer service has moved from phone to digital channels and social media, such as email, Twitter, Facebook Messenger, Instagram, WhatsApp, and others.
The following are the primary reasons why you should use in-app chat API and In-app chat SDK.
# Real-Time Conversations Enhances Customer Satisfaction
When using the app, users may encounter issues. In-app chat allows you to provide immediate support while providing a native user and customer experience.
Let’s take a look at these statistics:
- According to Microsoft’s research, 63% of millennials began their customer service interactions online. Today, we can only expect this figure to rise.
- When it comes to simple customer service tasks, more than 60% of US consumers prefer automated self-service, such as a website or mobile app.
- According to Salesforce research, 81% of customers use online chat, and 82% use mobile apps to communicate with a company. A few years later, it is expected that this percentage will be even higher and will continue to rise.
What does this mean? It clearly shows that customers are adapting to the digitalization trends. Not only that, but they now expect a positive user experience and quick responses. Live chat and in-app chat are replacing traditional customer service the same way texting has replaced phone calls.
A Chat Messaging API with an integrated chatbot and knowledge base that allows for self-service is an excellent way to meet your customers’ needs. Furthermore, enabling real-time interactions with live agents through in-app chat allows you to optimize your customer experience.
# Builds Stickiness Into Your Product
Product stickiness refers to customers’ tendency to return to and use your product more often. A sticky product fosters a strong relationship with customers and encourages them to use your product more frequently and make repeat purchases.
Customer experience, along with user experience, is critical to product stickiness. In-app chat enhances the customer experience by providing a native way to get help with specific issues. As a result, it is an efficient way of increasing the stickiness of your product.
# Boosts Customer Service Productivity
Chatbots, pre-built FAQ answers, and other in-app chat APIs allow customer service agents to be more productive. Customers with self-service capabilities can reduce the agents’ workload, allowing them to focus on more complex cases.
# Increases User and Customer Retention
User retention is closely related to the previously mentioned product stickiness. When an app is the primary product of a company, users are also customers. Therefore, we use the terms user retention and customer retention interchangeably in this context.
Did you know that acquiring a new customer costs 6-7 times more than retaining an existing one? Not only that, but increasing customer retention rates by 5% can increase profits by 25% to 95%.
Easy app onboarding, the usage of push notifications, and enabling two-way communication with customer service are all best practices for user retention. The best way to enable two-way communication without requiring the user to leave the app is through in-app chat.
3 Examples of In-App Chat Use
There are countless ways you can use in-app chat to help app users in resolving issues and engaging them. Here are some examples of how to use in-app chat:
1.Role of In-App Chat in Healthcare
Healthcare is becoming increasingly digital. Patients expect online services such as appointment self-scheduling, reminders for medical exams, lab results delivered to their phones, and more.
However, to streamline patient communication and reduce the workload of medical and non-medical staff, a secure HIPAA-compliant in-app chat can be added to a healthcare provider’s app.
2. Role of In-App Messaging in FinTech and Fintech Businesses
Financial institutions and service providers, such as banks, are facing increasing client demands in this digital age. Many banks provide apps to their customers, but with so many competitors, businesses in this industry must rely on exceptional customer service to keep customers. In-app chat is an excellent way for such businesses to meet the needs of their customers.
3. Role of In-App Communication in E-Commerce
E-commerce companies deal with a high volume of customer requests. While several online stores have designated apps, buyers can still contact customer service via email or website. In-app messaging SDK could help such businesses optimize their user experience, resulting in happier, more satisfied customers.
In-App Messaging Best Practices
There are several ways to enhance the in-app chat API experience for users. These best practices also benefit customer support agents while reducing their workload by filtering out simple requests.
However, the following are the best ways to improve the functionality of your chat expereince
- Leverage pre-built answers to FAQ
- Use chatbots
- Allow for a feature-rich chat with broad integration capabilities
- White-labeled chat solutiom
In-App Chat Integration Benefits
Now, without further ado, let’s get to some of the main reasons why in-app messaging has the potential to unleash the full power of your business.
A mobile app can transform a company’s customer experience. Besides that, by integrating an in-app messaging feature, the app owner can ensure that users have seamless support and in-app conversations.
Here are the benefits of In-app integration:
- Offers in-app Customer Support
- Enhances User Experience
- Improves Marketing
- Increases Conversion Rates
- Reduces Negative Reviews
- Introduces Dynamic Outreach
The chat API isn’t just for customer service and resolving issues. A robust chat support system can also help strengthen business-consumer relationships and encourage more sales and conversions.
The Bottom Line
It’s time to upgrade your service with in-app messaging expereince!
chat is an integral part of any company’s customer communication strategy. It provides an excellent conversational experience and has a positive impact on customer satisfaction. However, due to data privacy and security concerns, some industries are unable to implement in-app chat. chat API is an ideal choice for privacy-conscious businesses looking to provide a flexible solution to their customers’ needs.