Jim Iyoob is Chief Customer Officer for Etech Global Services. Jim has 20+ years of contact center outsourcing experience in inbound, outbound, chat and social media operations, and is a respected speaker, author and subject-matter expert for call center solutions.

Live Chat for In-App Customer Support

Live Chat Customer Support

The idea of in-app support is simple. Whenever customers have a question while using an application, they simply click a button to get instant help from a support agent regardless of whether they are a mobile or desktop user. This eliminates the need to search the web, browse support forums, email, or call customer service. They are provided with answers almost instantly.

Direct Line of Communication

In-app messages are up to three times more effective than email. Creating and making it a part of your offering enables you to send the right messages to the right users at exactly the right time. It allows users to contact you when they have an issue. Integrating chat into software in a pop up box style facilitates ease of use by leaving the chat open all day and periodically connecting with you when they need assistance. The results include:

  • Growing sales
  • Reducing abandoned carts
  • Creating satisfied and loyal customers

Live chat for in-app customer support is a direct line of communication that provides customers with answers as soon as questions arise without the need to leave the application. It will also help you engage proactively with and support the full life cycle of users.

Outsourcing Built-in Support

In-app support is not only reserved for businesses with a dedicated programming team. Some companies have been offering built-in support for app developers for a while. When designing an app, the developer can use a ready-made software development kit that places a direct support function in their app. This enables businesses to get the full advantage of a direct support function without worrying about creating and coding it. Also, they are not limited to a singular device.

Transforming In-App Support

Transforming live chat and mobile apps to provide real-time, native in-app support to your mobile app users enables you to help your customers everywhere. Your clients will receive help within your app instead of your agents having to direct them to an email inbox or web browser. It’s easy to use push notifications to increase engagement and customize your mobile user interface. A few key benefits of integration and support include:

  • Syncing your desk help center
  • Encrypting all communications
  • Messaging users automatically
  • Chatting whenever customers need help
  • Automatically syncing conversation transcripts

Live chat in-app support enables you to communicate with your customers real-time and solve their problems instantly.

Future of Built-in Support

When it comes to in-app support, it is unquestionably a forward move because it simplifies and speeds up the communication between a user and a company. It just has to be managed correctly in such a way that does not interrupt its essential features. Professional responses, including template responses, enable you to use shortcuts quickly and impress your customers with prompt solutions. Advanced functionality allows for a superior mobile experience, which is crucial to meeting the unique set of needs and best practices for a successful mobile engagement program. It will drive decisions with real-time team performance metrics and customer analytics, broadcast personalized and in-app messages, and send push notifications to customers when questions are answered.

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