What is in-app support?
Keeping your customers satisfied is a vital part of every successful business. With in-app support you can help your customers more easily. They don’t need to leave the app to report an issue anymore.
This feature can be especially useful for customers using a mobile app, where otherwise they would have to leave the app to search for a way to contact your company’s support team.
In-app support is provided by a help button placed in the app, which brings customers to many support articles. For further help a support agent is contacted and a ticket is created.
Frequently asked questions
What is in-app support?
In-app support allows customers to interact with the customer support team (or bots) within the app itself. Most often this is possible thanks to a communication interface that is similar to the way of communicating in other channels such as Messenger or WhatsApp. So it is intuitive for the user. This allows users to be engaged at the right time.
How to take care of in-app support?
In order to be provided with support in the application, first of all, technically, the customer must be able to easily enter the app itself and then reach out to the support team. It should be intuitive and visually appealing. From the customer service side, the customer should receive an immediate response that will help them solve their problem. You should, if possible, not transfer the user to other messengers, but help them directly in the application.
Why is in-app support important?
Every day, the time users spend on mobile devices increases, and the time they spend accessing the Internet via desktops, decreases. More and more customers order products or book services via mobile devices, which is why it is so important that the applications also enable efficient customer service. You shouldn't send the client to e-mail or phone option.
Expert note
In-app support is crucial for providing seamless customer experience and quick assistance. It enables customers to report issues without leaving the app and receive immediate help.
Support automation is crucial for improving customer service and reducing redundant tasks. By using AI or software, customer support can be automated to enhance productivity, strengthen customer relationships, and increase employee satisfaction. Automation can also save money by eliminating the need for additional employees. An effective help desk automation tool, such as LiveAgent, can automate tasks, improve response times, and provide efficient customer service. However, it is important not to overdo automation and always prioritize the customer experience.
Online support has become an essential aspect of customer service for all businesses, with countless advantages impacting customer satisfaction and affecting a company's long-term success and profitability. Offering online support means delivering customer service digitally through multiple channels such as email, live chat, social media platforms, messaging apps, etc. Gathering feedback, being proactive, and utilizing technology to improve support are all important. Companies need to avoid long response times, lack of personalization and empathy, insufficient training, ignoring customer feedback, and lack of monitoring and measurement. Online support provides convenience because it allows customers to access help at any time of the day, from anywhere, using channels they prefer.
Companies that prioritize customer service should have helpdesk support to easily communicate with customers about technical problems and questions. However, if a company does not engage in activities that require help desk support, there is no need to introduce it. LiveAgent offers helpdesk software for businesses of all sizes.
Customer support refers to the services that a company provides to customers who have purchased their products or services, with the aim of helping them with installation, training, and addressing their problems and queries. The main difference between customer service and customer support is that the former is about helping customers use the product or service to its full potential, while the latter assists with technical issues. Having good customer support is crucial for creating a loyal customer base and can lead to higher sales, higher revenue, customer satisfaction, and efficient workflow. The most effective customer support channels include live chat, email, phone, social media, and a customer portal/self-service. Customer service software, such as LiveAgent, can help manage customer support inquiries efficiently from one interface.
