Communication went a long way in the past years, switching from telephonic conversations to text messaging and group chats with emergence of mobile phones. While new means for communication like social messaging applications evolved sooner and are helping people to connect with others in their social circles, businesses are still realizing the importance of real-time communication to foster better customer relationship. Many chat-based apps surfing in the market and gaining much popularity around the users. Thus, it is rational now to integrate the chat feature in utility and services based apps to give more value to the esteemed customers.
In the present scenario of markets where competition is implicit, businesses that are looking forward to grow with a well-defined mobile app really needs a chat feature to take their services to the forefront. Here's explaining why.
- Directly impact the sales
One of the surest impacts of embedding a chat feature on mobile apps is the improvement in sales and income flow. Chat feature predominually help apps to score more in customer satisfaction and increase the number of converted customers. The reason is that customers get an option to immediately talk to someone from the company's end if anything confuses them and if they have any questions on the services or products offered. This significantly reduces the bouncing away from customers from apps and contributions in minimization of cart abandonment.
- Makes services more customer-centric
You can move one step ahead in making your app service customer-centric by implanting the chat feature into the app. It implies that businesses have deeper concerns for their customers. While business may always provide a toll-free number or an email address to help customers directly contact the company's sales personnel, there's a need for a quick response system to sort the customers' problems or issues. While with the former contact criteria, customers have to wait for the response, with chat feature, they get a solution instantly.
- Acts as catalyst for business promotion
Apart from making an app more customer-oriented with quick response time, the chat feature can bring in better prospects for the business in the long-run. While a predominant impact of the feature is felt with the increase in sales conversions, it also augments the company's visibility by supporting brand promotion. Companies can deploy their app's inbuilt chat feature to send promotional content directly to the customers, give away information about their products / services or any offers and get feedbacks on them. Further, with deeplinking, they can right away redirect their customers who open their chat messages to the company's website.
- Helps in acquiring new customers
An inherent chat feature, leveraged to the fullest in an app is not only restrained to satisficing the existing customer base but opens up feasible opportunities to acquire new customers. People are increasingly seeking for greater brand interaction to avail real-time information about the products / services. Here, there's a great scope for apps with chat element to have a win-win situation. Moreover, with rising number of online and mobile shoppers, investing on such a feature in the app is reasonable.
Needless to mention, implementation of chat feature in an app inevitably brings in a host of benefits for the businesses as well as customers. As rightly assumed, it empowers businesses to deal effectively with customer issues and inquiries including opening up other opportunities for them to expand their reach on the target markets.