How to improve in-app live chat support and boost customer retention rate? "Availability is key to success."
If you miss integrating the live chat feature in your app, you will lose 92% of the customer satisfaction rate because customers feel that the company doesn't care about their queries.
Imagine yourself as a user stuck with a query. And you find an efficient live chat in-app feature where you can communicate with the company and resolve it from the comfort of your very own house. You will definitely be satisfied with the process, making you trust their in-app live chat support system.
Mobile devices are highly used to start a chat, because users find it convenient and instant to start a chat directly from the app from the comfort of their house without physically approaching the companies.
The in-app live chat feature creates a remarkable user experience providing the best towards the success of an app. Startups and stable businesses must target in-app live chat features in their apps to increase their conversation rate. Check out these below in-app chat support stats presented by Kayako after studying 400 consumers and 100 businesses.
95% of the consumers prefer high-quality support
52$ of the consumers remain loyal to companies that offer live chat support
47% of the customers are not satisfied with the chat experience
Customers value personal and instant interaction, providing them a family-like relationship with the company. Since 47% of the customers have remained unsatisfied, it is crucial to study how brands can improve their in-app live chat support to retain their customers.
How to improve in-app live chat support? There is no one, and perfect solution for every issue companies face. But, below are the major pointers helping you make your in-app live chat support feature customer-oriented and increase their satisfaction rate.
Do not redirect from your app Companies often redirect their customers from their app to a third-party website for chat support. Honestly speaking, only 1 in 5 customers are fine with this mode of communication, but the other 4 give negative feedback to the redirection that the app makes. Users prefer staying in the app while initiating and connecting to company specialists rather than getting redirected to a third party web page. So, for smooth communication, stop redirecting users and invest a bit more in building a chatbot that is your own instead of renting someone else's chat support page. The step will also improve your reviews on the app and play stores.
Reduce FAQ suggestions Customers hate when they get a number of suggestions from FAQs that don't solve their problems. You don't have to fetch all the FAQ possibilities before connecting the customers to a specialist. It is a good idea to show a reference of your FAQ, but when a user is inside the in-app chat support, they look forward to chatting with a person instead of a bot fetching the possibility. FAQ suggestions are great when the customers lose their internet connection.
Decrease number of support tickets and time frame Users create tickets to talk to company specialists. Different specialists manage different subjects causing the tickets to transfer to the right executive. In this matter of time, companies sometimes end up transferring the tickets a number of times, increasing the query resolution time frame. Transferring the ticket to the right executive in the least time helps in reducing the extra time. Making a robust algorithm and training subject experts on a number of subjects will be beneficial to reduce the time.
Implement an after chat follow up Companies have email ids of users and when they create support tickets, companies send the details of the chat in the customer's email. To further improve customer satisfaction, it is a good idea to take follow-up from the customers on their issues. If a customer marks the issue unresolved, companies must treat it as critical and provide them instant support. This
process shows that companies care about the customers increasing the overall satisfaction rate and trust in customers towards a successful in-app live chat support system.
Final words In-app live chat support acts as a personal assistant for the customers and the abovementioned points will surely boost customer satisfaction. Companies must make sure that the time taken to resolve customer's issues stays at the least. Also, the algorithms should be efficient enough to transfer the issue to the right person reducing useless FAQ suggestions. Further, investing a bit more in an owned chat support development is a great idea. If you want to improve your in-app live chat support efficiency, approach top app development companies focusing on providing an efficient chat support system to the apps.
Source: How to improve in-app live chat support and boost customer retention rate?