{"id":7689,"date":"2023-11-01T11:06:00","date_gmt":"2023-11-01T11:06:00","guid":{"rendered":"https:\/\/helpcrunch.com\/blog\/?p=7689"},"modified":"2023-11-01T11:06:00","modified_gmt":"2023-11-01T11:06:00","slug":"in-app-support","status":"publish","type":"post","link":"https:\/\/helpcrunch.com\/blog\/in-app-support\/","title":{"rendered":"What is In-App Support?"},"content":{"rendered":"\n

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.<\/p>\n\n\n\n

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\u2019s face it: such a user experience is terrible. <\/p>\n\n\n\n

Isn\u2019t it better for users to receive assistance from customer support inside your system without bouncing between the applications? It\u2019s in-app support I\u2019m getting at.<\/p>\n\n\n\n

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.<\/p>\n\n\n\n\n\n

What is in-app support?<\/h2>\n\n\n\n

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. <\/p>\n\n\n\n

Such kind of support is possible if you integrate a chat SDK<\/a> 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.<\/p>\n\n\n\n

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6 reasons to set up in-app support<\/h2>\n\n\n\n

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:<\/p>\n\n\n\n

1. Quicker responses with push notifications<\/h3>\n\n\n\n

In-app support allows you to build faster communication with customers. Let me explain. If you embed the HelpCrunch<\/a> 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.\u00a0<\/p>\n\n\n\n

How to do that? Just read the documentation HelpCrunch (one of the best customer service software tools) offers for both iOS<\/a> and Android <\/a>SDKs to never miss a word of your customer conversations. Or, look for another powerful customer service software.\u00a0<\/p>\n\n\n\n

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2. Smoother self-service<\/h3>\n\n\n\n

In-app support isn\u2019t just about a few lines of text where you sound robotic and write \u201cGo there\u201d and \u201cClick there\u201c. It could be more powerful than that. <\/p>\n\n\n\n

Let\u2019s say, you decide to rely on self-service. Yes, lots of clients prefer<\/a> finding the info by themselves these days. Give them a little nudge then.\u00a0<\/p>\n\n\n\n

You can integrate a knowledge base in your app any time so that clients find the answers to their questions much faster. They\u2019ll 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:<\/p>\n\n\n\n

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3. Enhanced customer experience<\/h3>\n\n\n\n

Due to the lack of real-time customer interactions, clients may be left with no answers when navigating an app, which doesn\u2019t 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<\/a>.\u00a0<\/p>\n\n\n\n

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. <\/p>\n\n\n\n

When using the HelpCrunch app, you\u2019ll see both a question mark and the \u201cChat with us\u201d button. So, you don\u2019t have to go to our website and write us an email. We made it possible to contact our support team right from the app.<\/p>\n\n\n\n

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4. Improved client onboarding<\/h3>\n\n\n\n

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. <\/p>\n\n\n\n

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.<\/p>\n\n\n\n

5. Instant gratification <\/h3>\n\n\n\n

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. <\/p>\n\n\n\n

In-app support technologies allow for measuring customer satisfaction metrics and checking when and how your product or service should be improved. <\/p>\n\n\n\n

After a user\u2019s question is resolved, our customer success managers send a chat rating<\/a> 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.<\/p>\n\n\n\n

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6. Easy integration<\/h3>\n\n\n\n

Sure, your in-app support isn\u2019t the only one your customers are using. <\/p>\n\n\n\n

Your application\u2019s help base should be integrated with the rest of your channels for customer support so that your agents don\u2019t switch from channel to channel looking for information. Make it easier to find within the chat window. <\/p>\n\n\n\n

If you\u2019re wondering where to grab such as this and other customer service solutions, HelpCrunch has got one. Its chat APIs and SDKs<\/a> 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.<\/p>\n\n\n\n

Types of in-app support<\/h2>\n\n\n\n

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:<\/p>\n\n\n\n