Importance of Incorporating Live Chat Feature In Your App

In today's fast-paced computer age, we want prompt resolutions for everything. As customers, we demand quick solutions to our queries from a brand or vendor. Whether it is overnight shipping or reversal of payment for a product or service, customers do not want to wait. And for a business, customer satisfaction is a top priority. So they do everything possible to keep the customer happy, even if it means 24/7 support. According to studies, around 88% of your customers expect a response within 60 minutes. You understand how crucial it is to acknowledge them instantly. 

The traditional methods where you use emails or call up the customer service desk always took longer than what customers want or expect. But the addition of live chat has been a game-changer. The fact that the customers can reach you any time of the day and resolve their inquiries immediately has been highly beneficial for businesses. And this is the reason why small to large companies are now incorporating live chat to their apps. Also, today, over 41% of customers expect the live chat feature on your applications. If you are planning to increase customer satisfaction, then you should consider integrating live chat into your app. All the top App Development Companies in India and abroad highly recommend it too!

As we mentioned earlier, live chat can prove to be highly beneficial for businesses from every industry, whether you run a financial business or an e-commerce store. But there is more to it than just increased response time. 

So what are these benefits?

Today, we'll be discussing just that. We will list out five reasons why your app needs to have a live chat feature.

Without further ado, let's get started.

Top 5 Benefits Of Integrating Live Chat To Your App

Provides Flawless User Experience

If you want to improve your customer retention rate, then you need to ensure that they have seamless user experience with your app. If the users get instant personalised support whenever they need it, they are bound to remain your loyal customers for the long haul. With the help of the live chat feature, you can effectively deliver unparalleled customer service and user experience, which your competitors may not be doing. In addition to that, you also get valuable insight into the user’s behaviour and can track their browsing history, which, in turn, helps you send personalised notifications and suggestions.

Real-Time Customer Support Within The App

The in-app live chat feature allows your existing and potential customers to seek support and get assistance almost immediately, making it much more user-friendly. What most of the companies do is that they redirect the users to a third-party chat app which is a total turn off for the users/customers as think that it's a bot answering their queries. An integrated live chat feature helps transform user experience into a smooth, personalised communication ensuring higher customer satisfaction. It also ensures short response time and round the clock connectivity, which adds value to your business.

Boosts Business Credibility

Since you are available to your customers and app user 24/7, it proves to them that you are always there to provide support whenever they may need it. Consumers are generally sceptical about businesses they are reaching out to for products or services, especially if they are choosing you for the first time. But with the live chat feature, they can have a direct conversation with your and get all their queries answered in real-time, that too without having to go to a physical office or store. It helps in building trust and also helps them gain confidence for your brand.

Doubles Conversion Rates

Live chat, without a doubt, is one of the best ways to improve conversion rates, and maybe a reason why businesses are more inclined to incorporate it into their apps. As the users can easily clarify their concerns or questions in real-time, as well as get personalised offers or suggestions, they are more likely to convert into loyal customers. Live chat can also help them make a decision quicker or even influence it. 

Increase Average Order Value

Earlier, we mentioned that live chat helps you gain insight into your customer's behaviour, making it easier to influence them to choose your product or service. In other words, increase sales. Well, that's not just it. It also adds value to sales. Understanding their needs helps you recommend similar products or services. It also increases the chance of up-selling and cross-selling, boosting the average order value.

Conclusion

Live chat can help open new channels of revenue for your business. As you can see, besides customer satisfaction being the main benefit, an in-app live chat feature is important for many reasons. It not only allows you to provide real-time support but also increases overall sales, and reduces the total support cost. If your app doesn't have this feature, it's time you incorporate one today!