Tag Archives: in-app chat

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 http://www.puristsoft.com/#services ,   “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  www.puristit.com , 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:

Cloud-based

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.

In-app            

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.

No SDK

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 www.puristit.com

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.

fastest_growth_apps_apple_2

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 https://www.puristit.com , 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,  www.puristit.com 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 http://techtrends.accenture.com/us-en/tech-vision-report.html 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 www.puristit.com 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.