In-App Support Blog

What is In-App Support?

In-app support is helpful for developers and clients. How to implement one in your workflow? Read on to get all the answers.

Written by Olesia Melnichenko

What is In-App Support?

Mobile app developers are feeling more and more enthusiastic about providing a consistent user experience. What is the burning question for them in this context? Delivering timely help to a customer.

There are two teams here. Those developers who think that having support is senseless. And those who believe that a customer can drop a line via email or reach out to them on social media if an issue pops up. But let’s face it: such a user experience is terrible. 

Isn’t it better for users to receive assistance from customer support inside your system without bouncing between the applications? It’s in-app support I’m getting at.

In our latest blog post about in-app support, we’ll explore the essential strategies for efficient customer service, ensuring each user gets the golden ticket to exceptional assistance. Discover now how to prevent the frustration of bad customer service.

What is in-app support?

As the name implies, in-app support represents instant help from an app customer service team inside an application. No need to switch between hundreds of communication tools and reinvent the wheel. Everything happens within a single interface when it comes to great customer support service. 

Such kind of support is possible if you integrate a chat SDK with your application. That is, you just take ready-made dev docs, follow simple instructions laid down there, and a chat widget appears inside your system.

helpcrunch chat sdk in app support

6 reasons to set up in-app support

Given that technologies are gradually taking over the world, in-app help can be game-changing, no matter the niche. What are its perks? They are out in the open:

1. Quicker responses with push notifications

In-app support allows you to build faster communication with customers. Let me explain. If you embed the HelpCrunch chat in your application, for example, clients will get your messages in the form of instant push notifications, so nothing will slip out of hand. 

How to do that? Just read the documentation HelpCrunch (one of the best customer service software tools) offers for both iOS and Android SDKs to never miss a word of your customer conversations. Or, look for another powerful customer service software. 

helpcrunch push notifications

2. Smoother self-service

In-app support isn’t just about a few lines of text where you sound robotic and write “Go there” and “Click there“. It could be more powerful than that. 

Let’s say, you decide to rely on self-service. Yes, lots of clients prefer finding the info by themselves these days. Give them a little nudge then. 

You can integrate a knowledge base in your app any time so that clients find the answers to their questions much faster. They’ll do it without third-party resources and leaving your application. See the example from Glovo, the delivery company, and their help center inside the app:

glovo knowledge base

3. Enhanced customer experience

Due to the lack of real-time customer interactions, clients may be left with no answers when navigating an app, which doesn’t benefit strong customer relationships. Some brands often make a not-so-sound decision and redirect a user to a completely different platform offering their help. This interrupts users which leads to frustrations and customer churn

In-app support can change the story for the better and exceed all customer expectations! If you add even a question mark icon to your app (not to mention a chat button), your users will be indulged in timely communication and get their questions resolved with no hassle. 

When using the HelpCrunch app, you’ll see both a question mark and the “Chat with us” button. So, you don’t have to go to our website and write us an email. We made it possible to contact our support team right from the app.

helpcrunch in-app chat

4. Improved client onboarding

A user who just logged in to your app has no idea of the ins and outs of your product or service. This is when your proactive customer service inside the system can be of use and offer guidance for customer onboarding. 

Onboard a client by highlighting the key features, allowing a quick sign-up, and showing a user around step-by-step. Even one or two tutorial pop-ups make a world of difference.

5. Instant gratification 

Collect customer feedback! You see, your product or service acts as a mediator between you and your customers. It is practically a powerful source of building a healthy rapport with the audience. Use this tool wisely, especially if you are leveraging the right customer support software for you. 

In-app support technologies allow for measuring customer satisfaction metrics and checking when and how your product or service should be improved. 

After a user’s question is resolved, our customer success managers send a chat rating to assess the whole communication and experience. The result: the team has the incentive to be productive and all the valuable insights into user experience are not late in coming.

helpcrunch in app chat rating

6. Easy integration

Sure, your in-app support isn’t the only one your customers are using. 

Your application’s help base should be integrated with the rest of your channels for customer support so that your agents don’t switch from channel to channel looking for information. Make it easier to find within the chat window. 

If you’re wondering where to grab such as this and other customer service solutions, HelpCrunch has got one. Its chat APIs and SDKs are simple, straightforward, and built to be developer-friendly. Unite the SDK with your app in minutes to support happy customers inside your app with a powerful chat.

Types of in-app support

In-app support encompasses various methods and tools designed to assist customers across platforms and within a digital application. These types of in-app support are essential for enhancing user experiences, and addressing customer concerns effectively and usually include:

  • Live chat. It gives active users quick access to customer support representatives in real-time. The tool offers a personal touch, enabling immediate assistance and app guidance.
  • Automated chatbot/AI assistance. In-app support is the key to enhancing app customer automation and providing a seamless user experience. Automated chatbots and AI-driven systems provide instant responses to common customer inquiries, offering 24/7 availability and efficiency in resolving frequently asked questions. If the bot can’t solve the case, customer support agents will join the conversation. 
  • Knowledge base (self-service). It’s a self-service online customer support tool that contains a comprehensive repository of articles, FAQs, and guides to empower mobile app users to find answers and solutions on their own, reducing the need for direct support. Integrate knowledge bases into your daily routine to ensure excellent customer experience. 
  • Video tutorials and guided solutions. Video tutorials and guided solutions enhance the learning experience, enabling mobile users to visualize step-by-step instructions for complex tasks, making it easier to troubleshoot, and improve user retention.

By offering these diverse in-app support options, businesses can better meet the needs of their wider customer base and provide a well-rounded support experience.

Optimizing your in-app support experience

Understanding user behavior and optimizing your in-app support experience involves a multi-faceted approach that caters to the diverse needs of your mobile customers. 

  • Utilizing a variety of tools and services allows you to address a wide range of issues efficiently. 
  • Mobile devices and apps offer a convenient platform for users to access support on the go, ensuring that help is always at their fingertips. 
  • Keeping customers engaged with chat widgets enhances user satisfaction by providing immediate assistance and proactive engagement. 
  • Providing access to mobile in-app customer support easily through intuitive interfaces and navigation ensures that users can effortlessly find the help they need. 
  • Enhancing the app support experience with human intervention brings a personal touch, resolving complex problems with empathy and expertise, ultimately fostering a stronger bond between your app and its users.

Keep improving and refining your in-app support experience to enhance user engagement, build trust, and ultimately boost the overall quality of your application.

Bottom line

The world is spinning, and so is in-app support. Every solution on the market has its own aces. However, having everything you need for stellar support rolled into one is always an excellent idea. Remember, effective in-app support is essential for building strong customer relations and ensuring user satisfaction.”

Why don’t you create a free account with HelpCrunch to test all its killer features from the inside? No strings attached, just navigate the app exploring the software, and provide the best-in-class customer support service.

Olesia Melnichenko
Olesia was born in Donetsk, Ukraine. She's been a proud HelpCrunch content writer for three years. Her experience encompasses positions like an SEO copywriter, a marketing specialist, and a customer support assistant to a flight booking platform. Olesia's portfolio includes dozens of articles on customer service, marketing, and sales both for the HelpCrunch blog and other niche-related online resources. Now, she is a self-learning Spanish student who never misses out on the opportunity to replenish her vocab in three languages (English, German, and Spanish).
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