Users churns hearts , in-app chat reduce it

Apps is the new driving force for customer engagements , can your business afford to lose customers in 2016 ?

I’m sure that no one answer yes , apps is not only a new channel it’s “The Channel” , brands marketing efforts have more than 50 years of experiments trying to reach the 1-to-1 marketing goal, with the invention of SmartPhone nearly 1 out of 5 persons are using SmartPhone, your product or service  in your end customer hand, no middleman, no out-door sales to show your benftis and features, simple video can reduce your long unwanted cost, the marketing goal has reached, the customer now using  your product or services , the next step is to ensure the customer is not churning or you have enough reasons to keep him happy, and most likely to buy again or become your ambassadress for the next new customer.

Churn happes, no product or service in earth have zero churn level , your goal as a business to reduce the churn level, by listening to your customers , make necessary changes in your current process and align your workforce to response to customers fast and fast enough, speaking about fast, responsive live chat is proven technology , easy and inexpensive method , apps have two choices :

  1. Invest in full chat support platform.
  2. Use cloud services chat support services.

The choice of full chat support platform is more suitable for products or services with existing support centers or dedicated support agent that afford to add mobile channel live chat support , see our self-care options ,   “chat support for self-care projects” .

Cloud base services are their to support 1-to-1 live chat , your choices of choosing what best fits your need should be framed with following questions:

  1. Dose the services easy to integrate with my app ?
  2. Dose the services compromise my own brand , customers think its my own chat support platform and showing commitment to support them?
  3. Dose my app lucked-in ? do I have freedmen to change later?
  4. Can I have my full chat support platform later when I grow without breaking my banks account?
  5. Is this costing arm & leg to start with monthly license fees ?

Making a good choice to reduce churn start with listening to your customer voice,  we made this type of commitments for apps at , a simple REST APIs that ensure  adding live chat support to apps an easy and painful experience with 5 minutes work!

PuristSoft Team

Enas E. Hamdan,

Marketing executives

PuristSoft Inc.

The Lean Chat Support Model Serves App Developers Best

Online chat boosts profitability in almost any market — if the market can support it.  For chat to work in mobile apps, that means it will be in-app, cloud-based, and with no SDK.

With the typical app costing over a quarter of a million dollars to develop and priced below 50 cents it’s easy to see why app developers might defer an expensive chat investment.[i] Yet it’s also true that online chat is a proven way to increase customer satisfaction, reduce churn, and boost profitability:

  • A 5% increase in customer retention can increase a company’s profitability by 75%. (Bain and Co.)
  • The top two reasons for customer loss were: 1) Customers feel poorly treated, 2)Failure to solve a problem in a timely manner (Customer Experience Impact Report by Harris Interactive/RightNow, 2010)
  • Over half of customers (57%) prefer to receive assistance by online chat versus other methods (eConsultancy)

The question is how to combine chat’s benefits with mobile’s economics. Margins are low; the number of competitors is high; update cycles are rapid; users’ attention is short; and loyalty is fleeting. Chat is great at engaging users and differentiating an app. (According to Harris interactive 75% of customers say it takes too long to reach a live customer agent.) But that only helps if chat can be provided quickly, at low cost, and in a way that keeps users’ attention focused on the app rather than elsewhere.

These requirements fit a lean chat model, one that is:


A cloud-based model means the developer need not build a chat infrastructure but instead can use one that already exists. That dramatically reduces both capital and operating costs, and facilitates rapid implementation and updates.


Rather than make the mobile user open a browser window to start a chat session, putting chat functionality in the app itself keeps the user’s attention in the app, thereby boosting retention.


Using an SDK (software development kit) to implement or update a function takes far more time and money than by using an API (application programming interface) approach instead.

for more info about cloud , in-app and No SDK approach visit

The result is a win-win. The user gets a better experience compared to other apps. That means less customer churn and higher profitability for the developer minus the out-of-pocket expense and implementation headaches of other approaches.

[i] Sources: Kinvey December 2014 Survey, Flurry Analytics (April 21013)

Next post will talk about churn …

PuristSoft Team

Purist-it Chat Support for Apps

Business Apps are growing

In recent reports about the app economy by AppFigures business app is one of the top categories in the iOS app store , other study also shows that business not yet having app they are planning to have apps and as soon as possible.

That is natural for a large or a small business  , business want to be found to provide best services for their customers, also its not anymore a big project with high expensive engineers, the HTML option can make any business found in the app stores with less efforts, the number of cross-platform apps makers also growing everyday, as a chat API SaaS providers, we have customers coming from the apps makers providers using Purist-it chat support API for business apps.


Business app focused in self-care, this category was one of the first services used by telecom industry and banking, 5 years back when smartphone gets momentum, in today simple apps development and apps makers tools having a self-care app for a small business is reachable for any small business budget.

Self-care apps must provides easy and conveniences services for end customers, in today mobile first world, its important to give all the support they needs,  direct from the mobile, in case they need help you should always be ready with direct in-app chat, a customer having a problem in a self-care app should not leave the app to use phone support, or send email ticket, using a simple REST API chat support apps can start with a great core services that customers needs and standby agent to help customer when they need live human support.


In-App benefits is here!

In recent research by Interactive Advertisement Bureau , visit the report page  , half of US mobile users have used in-app tool to visit a website or a web link , the research also revealed 88% used app than a mobile web to reach information, this reports showing that apps is the preferred way of using the mobile,  but mobile web is important where information consuming is important to the user for quick needs on mobile data network .


The reports is also discussed how important to understand the mobile users journey , in-app will be a better user experience,  by utilizing the end mobile OS  to provide full information access in a small screen, but more focused and more targeted to app user benefits.

We expect that in-app functionality will grow as the same internet utilities grown, in-app payments, in-app stock ticker, in-app promotion, in-app support , in-app FAQ, in-app social links , etc …

In-App is more convenient for end users and provide easier focused information or function access that the huge internet pages, with hundred of links in the same page,  end user do not have time to read and navigates.

We also have followed that trend, we provide in-app chat support like purist-it will ensure users is not losing focus on the app function or benefits , it natural for app to provide in-app services without compromising the app main purpose,  in a media app for example , can provide information to consumers with best practices for mobile  users , and provide simple button for live support by placing this link in the  app account menu , the mobile users will use the link when he needs support for billing, sales or technical support

in-app functions that provide tangible benefits to end user,  is important as the app itself, is the app developer friend for chat support

PuristSoft Team

Chat support & digital experience

The digital economy means personalized services it’s not enough organizations have a web or app presence with no direct interaction with consumer, it’s hard to imagine a mobile app for a product or services that does not provide the customer with personalized services , in recent tech vision the leading technology large group,  they have envision that mobile app leads the digital experience for consumers in 2015 and behind.

Every product or service organization have must embrace the change and include personalized service from the apps, while most organizations still moving only from web to app , they don't provide 1-to-1 experience to end consumers, at the minimum, the app should provide the product technical support issues addressed in personalized experience , app chat support is one of the best easy ways to provide such experience, it was proven on the web and logically it will do for apps,  beside the most used apps in the world today is messaging apps, this means the end consumers already knows this channel and still do not understand why businesses  do not provide the same experience , a 1-to-1 messaging is  more engaging and more efficient and cost effective  for both consumer and  product/service providers.

The best of mobile app messaging service is push notification, which provide stateless delivery in the time convenient for consumer without keeping the customer waiting in the queue, for example, a medical equipment company , may have instructions for how to use the product , but imagine a companion app could be more useful with video and audio plus direct chat support with product expert to solve consumer problem instantly , by allowing the customer to ask direct questions and provides guidance it will be more engaging and more  benefiting consumer time and money , the results satisfied  customer that will be a product ambassador to other prospects clients, a full personalized experience may embrace with app revolution , we imagine that every consumer products in the near future will have app, however, only apps that engage customer will truly have better product live .

We designed our chat support product Purist-it with this mindset, a digital experience start with engaging customer, we help apps provide easy chat support without the hassles of SDKs integration or huge investment and long learning curve.

Mobile Customer Experience in 2015

Most of us agrees that “Mobile First” in 2015 will be the dominate topic of the  year , apps everywhere , the customer experience have evolved with powerful devices and no one can ignore how important a good customer experience in a small screen , I have been part of many early stages java apps to the modern smartphone from Symbian  days to iOS and Android today , no one predicted that these devices will have such computing power  and will be used almost for everything , now businesses not only having a mobile First strategy ,  the questions will be asked?

  1. How this app will interact with customer?
  2. What is the best customer journey for my app customer?
  3. What can I do to support the journey from the backend , system , process and procedures?
  4. How fast to response to customer needs?

We are living in a very fast world , moving fast to ensure customers are happy is now more important that any other function we do in our business , we should look into mobile first as the ultimate goal to achieves customer satisfaction , SME business may not afford  to ensure all touch points are consistence and optimized for mobile first strategy , but for sure they can add “live Chat Support for mobile ” for that we have created Live Chat Support Purist it is a simple way to operates as big business with live chat support

Top 5 reasons in-app chat support works for you

Top 5 reasons in-app chat support APIs will work for you

Enhancing the experiences of mobile users is always a priority for app developers , mobile is  personal devices , Purist it SaaS chat support platform, was designed to allow developers to add live chat support without big efforts , as a developers our self, we know how its frustrating to add functionality to a mobile project and learning new SDK or developing the full backend system , make living from mobile development means you have to find new ways to get your customers buying from you , in this blog we will try to give you the top 5 reasons you may need to tell your customers to include chat support in their apps:

#1 Simple APIs, only 5 minutes to integrate new or existing app.

Most live chat support system exists today designed for website visitor, with popup, Javascript codes, analytic codes, to name a few, it was designed in anonymous users era , were the visitor of the site was not yet knows and the website marketers want to generate the leads from anonymous user visit, mobile apps was designed to provide self-care, game, utility, product or services for end users, normally don’t have the same problem  , the  anonymous users era is fading out with mobile apps used to interact with existing  known users , those users have some problem to be solved , make the old style of website chat support works for mobile customer is not an option anymore , hence, chat support introduce SDKs asking apps to rewrite the app  for the SDK to fit the backend protocol, apps with huge budget may take this path to include chat, but most of the apps may not have the time or budget and needs simple way to integrates chat support , REST APIs a  simple and acceptable protocols for consuming services from backend system , during our design we decide to make it ultra-simple APIs, in fact, only 2 APIs that will do the job, see developers site for more info.

In the next post will show mobile digital engagement as new channel

PuristSoft Team

In App, what we can do more?

In-App  mobile services evolving everyday , apps love the cloud ,  new apps backend known as SaaS provides useful services to app customers , we are not exception , we design Purist it service to engage your customer with 1-to-1 chat for support , sales and general info , you business may fall in one of the following categories :

  • Self-Service App , provide information about customer account in telecos , utility or service industry in general
  • Product , service or brand that provide info about specific product features and need to engage in customer conversion about features , pricing, technical support.
  • Game apps , most of games want to engage customers in order to understand how to serve them better .
  • Business , Media and general purposes apps needs also to engage to understand customers

Chat is not new , the huge adaption of messages apps in the last 5 years  make it possible for app customer to understand why apps for self-service , product , game or business may have direct in-app chat support with push notification that already part of our everyday life , Purist it , well help provide simple chat functionality to new or existing apps, the simple integration build in the product allow lean and fast solution to app developers , we are developers by the way and we know how painful to use SDKs in mobile development , iOS , Android , Windows and other platform release  new update every 3-6 months , SDK sometime needs the same release schedule , Web APIs or REST APIs , all the time supported , our simple developer wiki  , introduce new simple approach to add live chat support from mobile

{PuristSoft Team}