You already have a mobile application that keeps your customers engaged and your business busy. It’s undoubtedly bringing in the revenue you’ve always wanted. But here’s a question: Are customers still hopping on a call with your support team when they encounter troubles with your app? If the answer is a big YES, chances are that your in-app support isn’t strong or hasn’t been established yet. So, what is in-app assistance? Let’s find out below!
What is In-App Assistance?
In-app assistance refers to an integrated support feature in an application that allows its users to reach out to a brand with their doubts and get a resolution instantly. That means users don’t have to search online for the support number. They can find all the contact details or even get on a support chat right away without leaving the application.
Some of the standard support functionalities users can find in mobile applications include:
- Live chat
- Chatbot
- Interactive or step-by-step tutorials/guides
- AI-Powered Knowledge base
- Phone support
Why Do We Need In-App Assistance?
The use of mobile apps is on the rise and isn’t going down anytime soon. This is not a claim; studies have proven that mobile applications use over 90% of internet time!
The fact that people are exploring multiple businesses in a day and their products mean they come to make a purchase or engage more to understand the offerings. And if they have doubts, they will likely make the first move to connect the brand. Now, rather than prompting them to take a longer route, which is leaving the mobile app and searching for support options online, why not opt for a shorter solution? Provide them with in-app assistance so they don’t leave your business for a second and stay engaged throughout their journey.
This way, you ensure:
- People stay longer with your brand
- Product purchase happens faster in your app ecosystem
These crucial factors make it essential for your business to incorporate in-app assistance and ensure buyers don’t leave your brand mid-way.
Importance of In-App Assistance
We’ve understood why a business must incorporate in-app support into its mobile applications. But now, it is time to understand the growing importance of in-app assistance as well. Below are six reasons that highlight the importance of having in-app support. Let’s explore!
1. Provide Personalized Guidance Based On User Needs
Customers love it when their experience with the brand gets personalized. Using in-app assistance, you can ensure that every customer journey is customized based on the support queries they raise during support calls or chats and their actions while browsing the app. This way, you can add relevant help articles, knowledge bases, FAQs, or even guides that enable users to resolve their app-related queries faster and hassle-free and enhance their understanding of your products.
2. Improves the Customer Experience by Eliminating Frustration
Your customers are happiest when they can avoid long queues during support calls and find a hassle-free solution to their prolonged challenge. With the help of in-app support, you can make that happen. You can ensure that customers no longer experience the frustration of waiting in long queues for a solution. This proactive approach helps you avoid escalating minor issues and keep users engaged with your brand with a better impression. Moreover, this strategy helps you boost brand loyalty and advocacy. That means you ensure that customers stay with your brand for long.
3. Ensure Support is Available 24/7
In-app assistance also allows you to provide 24/7 support to customers. This means your customers can contact the brand at any time to resolve their queries faster. You may think, how is it possible to provide 24/7 support when not all chat agents are online at odd hours? Well, in-app assistance can also include guides, help articles, FAQs, manuals, conversations with a chatbot, and much more. That means connecting with a support agent via chat isn’t the only way to offer in-app assistance. You have multiple support options to offer to your customers. They can decide and choose an option that’s feasible at the time, allowing them to get a solution faster.
4. Makes Onboarding and Troubleshooting Seamless
From adding contextual help to informative yet interactive tutorials, your in-app support can be inclusive of many things. All you have to do is identify how you plan to offer these and at what stage. Let’s say during the onboarding period, you can add prompts introducing common yet crucial features of the app that explain to users how to use it. Along with these prompts, you can also add links to detailed help center articles that walk users through the application and its various functionalities. This will make it easier for them to get acquainted with the app and reduce support queries for your team.
5. Facilitates Quicker Query Resolution
Access to relevant information via in-app support enables users to resolve their queries. That means, they can focus more on:
- Using the app
- Making a purchase
- Spreading the good word
6. Lower Customer Support Costs
With in-app support, users can resolve their queries without help from your support team. That means your support team receives fewer chats or tickets in a day. This enables your business to lower the operational cost of the customer support team and, at the same time, help them stay productive.
Add In-App Assistance to Your Mobile App Today!
In-app assistance is crucial for businesses because it helps boost engagement and sales simultaneously. This feature ensures that users never leave the app ecosystem and stay connected with the brand until they decide to make a purchase. Such functionality should not be missed as it gives you leverage against competitors and a chance to convince users why they must stay with your brand. If you haven’t integrated a feature like this, we recommend you start now!
