Benefits of Integrating a Live Chat Feature in an App

Mobile Apps have changed the relationship between brands and customers forever, ushering a new era of reduced visits to brick-and-mortar stores but increased interactions leading to the opportunity for stronger connections. Integrating Live Chat for businesses can unlock the full potential of the app, ultimately leading to increased conversions and loyalty.

The use of a Live Chat application for business has been finally commonplace across company websites in recent years, but there was a total of over 257 billion App downloads in 2023. When combined with the fact that smartphones and tablets have overtaken computers for time spent online, particularly for recreational purposes, the integration of an online communication service can deliver many rewards.

Better still, Live Chat software can be integrated with new Apps or existing Apps with menial fuss. Here are some of the best benefits to be gained from adding it to yours.

Maintain a professional image

Simply having a dedicated business App instantly gives your business an advantage over roughly half of all other companies. However, Live Chat for businesses helps you stand out from the crowd with even greater success.

As well as being seen as an advanced feature, it is one that instantly sets a professional tone. Even when a consumer doesn’t need to use the customer support features, they’ll know that the company is readily available for its customers. Moreover, it shows that you’ve gone the extra mile to deliver a better App, which gives them an extra reason to trust the company and its products.

Deliver in-App customer support

The main purpose of any Live Chat application for business is to deliver faster and more convenient customer care. Most consumers have their devices with them 24/7. If the app features a Live Chat integration, users can speak to an advisor within seconds.

Average response times are as little as 40 seconds, which is far quicker than email (17 hours) and other methods. Moreover, the conversation through instant messaging is far smoother. Whether troubleshooting issues or guiding a consumer through a purchase, the fact that they don’t have to leave the application is another major benefit. In a world where consumers demand quick answers, this is a telling feature.

Provide a better UX

Consumers don’t only want a better user experience. They are prepared to pay more for it. Adding Live Chat for businesses to your App is one of the best ways to achieve this, and not only because they get quick answers from the palm of their hands.

Top Live Chat facilities like Click4Assistance allow businesses to collect valuable data, including the user’s past interactions. So, even when the issue requires the support of several advisors, a comprehensive and consistent service is guaranteed. Frankly, it is the least that your customers deserve - not least because adding a Live Chat application for business has never been easier.

Generate more sales

The time that a consumer spends waiting for answers to an issue could potentially provide another reason for them to take their business elsewhere. The fast responses can actively lead to a shorter sales funnel that ultimately yields more conversions.

In addition to gaining more first-time customers, Live Chat can be a valuable tool for opening the door to upselling and cross-selling opportunities. Loyal costumes who enjoy engagements will spend over 300% more with the brand over their lifetime. The data insights of previous interactions with Live Chat teams, as well as past purchase history, enables agents to make suggestions about products or services that can solve the user’s pain points. You could see larger transactions and more frequent purchases.

Improve customer satisfaction rates

Live Chat has been shown to actively boost customer satisfaction levels for many reasons ranging from quick responses to data-driven responses and solution-oriented interactions. As mentioned above, this can be hugely rewarding for customer lifetime values.

In fact, it should be noted that customer satisfaction for Live Chat interactions stands at over 80%, which easily outperforms email and other solutions. Many modern consumers do not wish to speak with agents on the telephone or through face-to-face interactions. Simply providing a solution that aligns with their requirements will have a telling influence on their feelings towards the company. In turn, their loyalty is likely to increase.

Avoid negativity

Unlocking the positive features above ensures that Live Chat for business is a great addition. However, it is perhaps equally important that it prevents the risk of negative reviews due to the fact agents have a chance to rectify issues before consumers become frustrated.

Research shows that at least 95% of consumers read reviews. Whether bad experiences lead existing users to leave negative reviews about the App itself or the brand as a whole doesn’t matter. You will find that it significantly harms your ability to win new clients. The combination of Live Chat for businesses and trained agents should enable you to avoid this problem in your App as well as on your website. The results are incredible.

Offer personalised marketing

Live Chat for businesses doesn’t only allow customers to open the interactions. Advanced tools allow for pop-up windows to be triggered based on a user’s actions within the App. if they open a product page, for example, the agent can then ask if they need help.

Similarly, if something is out of stock or a basket has been abandoned, the App tech and Live Chat facilities can get the transaction back on track. Mobile cart abandonment is the highest figure of all interaction types but having an App and Live Chat add-on will make this far less likely. Agents may also have the option to offer personalised promotions and features to ensure that the transaction is completed before the user looks elsewhere.

The final word

Integrating a Live Chat application for business mobile Apps can transform your approach to marketing, customer care, and user experience. Given that consumers are more expectant than ever before, overlooking it is no longer an option. To find out more about adding world-class software to your App, get in touch today.