Why should you implement in-app chat for your eCommerce mobile app?

In today’s fast-paced digital landscape, mobile apps have become essential for businesses to connect with their customers. For eCommerce businesses, mobile apps offer an easy and convenient way for customers to browse and purchase products on the go. However, as the competition among eCommerce businesses continues to heat up, it has become increasingly important to find new ways to stand out and provide exceptional customer service. One way to do this is by implementing a live messaging app, or in-app chat, in your eCommerce mobile app.

In-app chat, or mobile live chat, is a feature that allows customers to communicate with a business directly through the mobile app. This live chat on mobile can help enterprises improve customer engagement, reduce shopping cart abandonment, and increase sales. Here are a few reasons why you should add in-app chat, or a chat for mobile apps, to your eCommerce mobile app:

1. Improved customer service: One of the biggest benefits of in-app chat is that it allows businesses to provide quick and efficient customer service. Customers can easily reach out to a business with any questions or concerns they may have, and businesses can quickly respond and resolve issues. This not only helps to improve customer satisfaction but can also lead to increased customer loyalty.
2. Increased engagement: In-app chat can also help to increase engagement and build stronger relationships with customers. By providing customers with a direct line of communication, businesses can make customers feel more valued and appreciated. This can lead to increased brand loyalty and repeat customers.
3. Reduced shopping cart abandonment: Shopping cart abandonment is a common problem for eCommerce businesses. One of the main reasons for this is that customers may have questions or concerns about a product before making a purchase. In-app chat can help to address these concerns and answer any questions customers may have, leading to reduced shopping cart abandonment.
4. Increased sales: In-app chat can also help to increase sales by providing customers with a convenient way to make a purchase. For example, a customer can ask for a coupon code, get a price on a product, check stock availability, and can even place an order directly through the chat. This makes the buying process more seamless and can lead to increased conversions.
5. Easy to implement: Adding an in-app chat to your eCommerce mobile app is relatively easy and straightforward. There are various live chat website plugins and live chat e-commerce options available that can be integrated into your mobile app with just a few lines of code. This makes it easy for businesses of all sizes to take advantage of the benefits of in-app chat.
6. Seamless integration: In-app chat is a great solution for businesses looking to improve customer engagement, increase conversions, and reduce operating costs. The integration process is simple and straightforward with most in-app chat solutions. You don’t need to write a single line of code to get it up and running. Many solutions like Vajro offer plug-and-play integrations with popular chat platforms like Tidios, Gogias Chat, Tawk Chat, Zendesk, Whatsapp, and FB Messenger.
7. Rich Text Messaging: In-app chat also offers rich text messaging, which is a great advantage for both customers and customer support agents. For example, if a customer has a query that can be better explained with an image, they can easily share that image in the chat, without having to send a separate email. This not only saves time but also makes the communication process more efficient.
8. Increases conversions: Many in-app chat solutions can be integrated with your CRM, which means that your customer support agents will have access to valuable customer data such as recently viewed products, previously purchased products, wishlist items, etc. They can use this data to suggest products that have higher chances of getting purchased. This can increase conversions as customers can easily click on the link and move to the recommended product’s page.
9. Reduces operating costs: Lastly, in-app chat services can significantly reduce operating costs. You don’t need to set up a call center or purchase advanced equipment and software. By providing customers with a direct line and unified communications, businesses can make customers feel more valued and appreciated. This can lead to increased brand loyalty and repeat customers. Additionally, you don’t need to spend thousands of dollars on hiring agents, since chat support agents can address multiple queries at the same time, which is not possible over phone calls or other forms of communication.

In conclusion, in-app chat is a powerful tool for eCommerce businesses to connect with customers and provide exceptional customer service. By implementing in-app chat, businesses can improve customer service, increase engagement, reduce shopping cart abandonment, and increase sales. It is easy to implement in any mobile app, making it an accessible solution for businesses of all.