In-app chat

What is in-app chat?

In-app chat focuses on mobile apps for iOS and Android devices, offering agents the ability to reach customers through push notifications, offers, messages, and surveys. It enables your customer-service team to reach out to customers when they are most likely interested in your content, and surveys sent via mobile apps have better response rates compared to ones sent by email. That's where Zendesk Connect comes in.

Targeted marketing, greater reach

Your app can be used to send targeted marketing messages based on user preferences and behavior, allowing you to send highly personalized notifications to only those users you know and who know you. In-app chat leads to fewer users uninstalling your app, and a mobile chat makes it easier to stage and execute campaigns at important points in the relationship—for example, when customers first install the app, they can automatically receive a message explaining how they can best use your company’s app. You will see a better return on investment in mobile when your in-app messaging consistently sends users back to the app and your brand.

Customization and customer benefits

Your app developers will be able to provide mockups of how notifications will look and function, as well as determine the length, placement of images, two-way communication, and use of alert sounds. By using in-app chat, your company will be ready for when customer support through consumer mobile messaging apps exceeds requests through traditional social media—a trend that will come to a head in 2019.

Messages sent in your app also have the added benefit of not costing customers money, unlike SMS, while providing customers the chance to have a private conversation rather than one on Twitter or Facebook. Finally, integrating chat bots into your app will help your agents manage workflows and automatically respond to user requests via messages.

Zendesk Connect and Outbound

You can also use Connect to collect user data from across the Zendesk family of products to create segments of customers based on behavior or preferences, giving you valuable insights into trends so you can trigger campaigns in your app, boosting engagement. Meanwhile, Outbound can be used to create iOS and Android push notifications (with user opt-out tracking). Agents can send messages in real-time, based on any combination of properties as well as set up recurring messaging. Outbound also enables your team to conduct A/B tests of in-app messages, auto-optimize traffic to the winning version, and set up messages based on user actions. You’ll even be able to create control groups to see what happens when you don’t send a notification.