Meet Sam, who loves to shop online due to a quality guarantee and deals on offer. However, for the last few months, he is not loving it anymore. Shopping online is not saving those extra bucks that it used to do. So we sat with him to understand what has changed. So here is the outcome of the discussion – The products he wants to purchase now have a high demand – He is missing offer timings due to his strict schedule and limited period offers.
Is this your story or of your customers too? Imagine, you are the marketplace owner where Sam goes for shopping. So, instead of giving Sam a generic experience, you decide to give him a personalized one. You focus on retaining users like Sam and nurture these important relationships to generate the missed out revenue.
But how can you do so? Won’t be it too complex? No, it won’t be. It can be made simple – Integrate real-time chat options which can provide deals to select visitors and also help them connect with you/your seller in seconds.
A number of websites today offer the option “ to chat with a live sales representative” which sometimes comes up as a pop-up while the user is browsing, making it annoying for users and resulting in high closure rates.
This is a great idea to engage and know what your users are doing to offer them exclusive deals over the chat window. But with annoying pop-ups, this is irritating users. So, have a real-time chat window integrated for live shopping deals.
Here are some interesting hacks which your users might follow as well to get a good deal from on your marketplaces-
Meanwhile, you can do the following
Offer Dynamic pricing A unique strategy which will allow sellers to offer different prices to different customers on the basis of demand, user behavior, and market factors. This will allow sellers to understand user profiling and created customized strategies for each persona going forward
Extend Coupons/Offers If you find that the user has reached out to you with expired coupons, you can always extend it as an offer of good gesture. This will add that “human touch” which is often missing in the online buying journey.
Upsell/Cross Sell All of the e-commerce websites have an inbuilt section “Frequently Bought Together”, however, users hardly trust it. In fact, 74% of online shops struggle in personalizing real-time offers which are now must for selling more products to the user. This is only possible if we integrate real-time chat and invite users to discover deals by having a conversation as we have in offline stores.
Your buyers can also enjoy
Unique Deals and Variants on Offer Let them speak to your sellers and get a deal which may not be on offer. It can also be customized to meet their needs in real time. It’s all about bringing that connect between a buyer and a seller. Your buyers can also know about other product variants which are on available. They also get a personalized offer or use an expired deal.
Social Commerce None of us prefer to shop alone but we have this lonely experience when we are shopping online. Imagine having the same offline experience where you are shopping during the online shopping carnival and you have your peers with you. With real-time chat options, you involve them and have that useful conversation.
Guided Shopping We all love assistance while shopping as it simplifies the pain to discover and look around. With real-time chat options, marketplace owners can have a representative who can guide the buyers. You can also have a tripartite chat window in order to keep a check on quality and maintain uniformity across the board.
We know that the world is all about real-time/on-the-go today and customer experience, marketing is also following the same suite. Users are no longer interested to wait and wait for stuff to happen. They want things to be instant which simplifies their journey. A recent study by Adobe found the following inferences about real-time solutions. This study was done in collaboration with the Direct Marketing Association (DMA) on 235 North American marketers.
60% highlighted they struggle to personalize content in real-time, yet 77% believe real-time personalization is crucial.
Most agree that real-time marketing is “dynamic personalized content across channels” (43%)
Real-time Cross-Channel engagement (75%) and Web (69%) are very important, but most are still in planning stages.
Real-time Email is the highest rated channel- 80% find it very important, and over half are already leveraging it.
Real-time Mobile and Social lag behind Email, Web, and Cross-Channel for marketers.
Two-thirds of respondents are planning for real-time technologies.
More than 60% see the benefits of marketing effectiveness, customer experience, and retention.
So, we understand that real-time options are the way to go but none of us are actually creating that experience for our users. But why so? Is it the fear to create processes and digital assets from scratch, if that’s the case then you need to look around and discover readily to use plugin available to initiate your real-time experience. Have people chatting, know what they are focusing on and generate those insights which will draft your road map further. It’s that simple :). So, make your first move towards a faster, spontaneous and effective user journey today. If you struggle we will get some great guides for you today.
From being a sensational new tool for real-time chatting, today, WhatsApp has become an essential communication tool, even surpassing emails. What made it a sure shot success? Well, because it was introduced to address a grass root trait that humans have always obsessed over. Communication!
People love talking to each other.
SMS texting, social media messages, personal chats, and calls have always been highly sought after. WhatsApp simply gave new and efficient means for personal messaging to people, and it was accepted in daily lives in no time.
As the chart shows, millions of people are used to communicate via mobile apps. Their unparalleled popularity is a sheer indicator that communication industry is transforming and in-app messaging is taking it towards future.
Easy availability of mobile internet and smartphones has spiked up mobile app usage. Clearly, this opens up a new avenue for businesses to approach and engage with their users like never before. That being so, we have written this article to shed more light on how you can leverage your business by means of a mobile app with WhatsApp like conversation features.
So fellas, buckle up and get to work!
Essential features that make your app more influential
Basically, a WhatsApp like app for business allows people to interact with their contacts, social connections or business networks synced in the app. For such app to remain in demand continually, it must have the features highly solicited by users worldwide. These features constitute the core of the app and attract new users to associate with you. Accordingly, here is a list of must-haves and nice-to-haves features your app should’ve.
Upon entering the app, the user must sign into it. Users’ phone number can be a unique parameter to create distinct users in the app. Besides, with the mobile number, the security verification using SMS becomes instant and faster. Furthermore, a user should be able to create his own profile with details and media of his choice to aptly express his persona.
Basically, your messaging apps should conveniently facilitate the user with contacts he can communicate to. It can be contacts stored in phone, social media connections or list of people he needs to interact within your business network. In accordance with your objective of building the app, you can make the app fetch such contacts from various sources.
Enabling real-time messaging, the essence of building messaging apps
Needless to say, the app should connect the user with contact synced with the app. It must deliver the messages or the media attachments promptly to another person. Evidently, the technologies you use in app development must ensure dexterous one-to-one chat as well as group conversations in real time.
Voice and Video calling
Skype paved the path of VoIP calling across countries right from the app. Today, this is exceedingly used in all messaging apps. Be it FB Messenger, WhatsApp, Viber, or Skype, the calling feature makes them further interactive. Hence, you should give the user the liberty to decide whether to use audio, video call or simply text to communicate.
Multimedia attachment transfer
Every day, chat apps circulate millions of videos and billions of images, in addition to documents and GIFs and more supported formats. That is, the user would prefer to be able to send and receive documents while chatting without having to leave the app.
Notifications are an efficient way to alert the users that the app has something inside that they should have a look at. Using Firebase Cloud Messaging by Google (FCM) and Apple Push Notifications would make implementing in-app alerts easier. You can even allow the user to customize how they wish to receive notifications.
Quick search within conversations
Integration with social platforms
Subscriptions and in-app purchases
Cross-platform app operability
The list can keep growing further. However, you must enlist the top features that are indispensable for you to attract users. You can launch a Minimum Viable Product (MVP) that is an app with only essential features, and later keep updating the app while adding new features based on the user feedback. Please note that each feature development consumes a big deal in terms of time and efforts. Here is a suggestion, try using open-source messaging libraries and speed up development while incurring a lesser cost.
For a programmer’s curiosity: What does it take to develop a messenger app
Before everything else, you need the industry research observations and app architecture on paper. Here is the plan you can follow if you want,
Enlist your requirements. What do you want the app to do?
Observe industry standard, best practices, and current trends.
How does your competitor’s app look?
Lay down the app architecture that describes how the app components would interact, layers in the app, data caching, data flow and accessibility, development environment, supported devices, resolution, and hardware connectivity,
Here is where you visualize worst-case scenarios that might need to operate in such an intermittent network,
Envisage the future of the app in the marketplace
Then, design and examine a prototype before beginning with development.
Finally, this is how you go about developing the app for real.
Database Framework or cloud media storages would build the foundation to raise the app on.
Application server for real time messaging and calling, such as XMPP (Extensible Messaging and Presence Protocol) or MQTT (Message Queue Telemetry Transport)
Then, you would need a Rest API to communicate data to and from the app.
In the end, Firebase Cloud Messaging shall keep you covered for the app notification part.
Voila! You are pretty much done with the backend construction. Next is, developing the app for different platforms such as Android, iOS, Windows, and BlackBerry. Take a good look at your target audience and the platforms they prefer to use. Without a doubt, iOS and Android platforms would suffice to address the majority of your users.
Evidently, native development is an uphill battle of building Messaging APIs, Chat SDK, libraries, Google and Apple cloud services for Android and iOS platforms and the whole lot. Your programmer would be certainly well versed with how to go about the native app development.
You must design the appearance of the app very carefully and creatively. Undeniably, the ‘look and feel’ do the hard-hitting piece of work and keep the users engaged with your app while enticing them to return to the app again. While designing you must focus on sentimental usage aspects, such as:
App logo: The users see the app icon before they can experience how beautiful your app is. Thus, it is as pivotal as the UI. Icons duly influence the users’ decision of whether or not download the app. Hence, make sure that your logo communicates your brand identity efficiently.
App color and theme: choose them wisely. Because, color psychology works indeed. Just so you know, monochrome colors remain in always. Ever wondered why Facebook, Twitter, LinkedIn, Skype, WhatsApp and more app giants exude blue and green hues? Well, give it a thought.
Easy navigation. Not to be forgotten that you must handle navigation deftly both at front and back end. Distribute the features and buttons on app screen such that everything comes handy to users. Try to understand whether your customers would want a single window navigation, stacked navigation bar, search driven or gesture based navigation. Take extra care of those most frequently used features. The user friendliness is a trump card that can make your app a hit or a miss.
When you have a decently working version of the app ready, begin testing. Alpha testing, beta testing, keep on testing. It is very crucial. Run all the possible test case scenarios to ensure that you have built an all-weather robust app.
How would this chat app accelerate your business?
First off, keep in mind that you are building an app for a special business niche for your clients and prospects of the local area as well as worldwide and not any general-purpose texting application.
Businesses can deploy a messaging app for a range of utilities and can reap wholesome rewards for the same, such as;
Well, you get to attract more users, more of those who prefer everything done on the go, and to communicate with those who are already using the app.
The app even fosters the relationship between users and service providers, thereby churn reduces and more users engage with business. Thus, cross sell and upsell potential increases.
Your business can provide better customer support. Through the app, you are accessible 24/7, users can easily submit their queries.
You can establish a direct communication and feedback channel directly with the end user.
Increases conversion rate as well as customer satisfaction.
See, you can taste a bunch of amazing benefits when you decide to serve and connect with the end user through a mobile app with a built in chatting feature inside.
Time and resources: What does the development cost you?
Seemingly, you have made up your mind to develop all that we discussed about so far. An interactive business app will present you with a channel to acquire more customers and monetize in addition to the perks mentioned above.
So to speak, building such a messenger app would cost you a big sum in terms of time, energy and money. If you begin from the scratch and code yourself, approximately you will need more than 6 months of full time work.
In addition, you will need a team of programming rock stars, that include iOS programmer, Android programmer, front end and back end developers, UI and UX designers, Quality Analyst and a learned person to oversee the happenings aka a project manager.
All in all, it can cost you up to and beyond $25,000 to develop such an app for your business. However, this is a ballpark number, the type and nature of the features in your app more or less influence the cost of development.
How Applozic lends you a helping hand with in-app messaging
Apparently, adding chat feature in mobile app indeed is a tough job. By now you must be wondering whether to do it yourself or outsource it. Here is a detailed answer to your ‘buy it Vs build it’ dilemma. In a nutshell, your engineers should work upon what they are good at, i.e. developing your business, and leave the ‘in-app messaging’ to experts like Applozic.
To put it briefly, at Applozic we offer best in class chat API & In-App Messaging SDK that you can use to integrate messaging in web or your mobile app. The comprehensive toolkit
Saves you huge development cost
Gives rich cross platform and multi device conversational interface
Make your web and mobile apps more interactive
Seamlessly integrates in your product
Thus, with plenty of more intuitive features, Applozic looks after your in-app chat essentials, while allowing you to concentrate on your business. Connect us to know more.
Bringing it all together
Building a messaging app that brings your business a desired output, is a lot more than just programming and launching the app. The whole lot involves post release support, maintenance, timely upgrades, integration with enterprise systems and much more. Therefore, your decision of building or buying in-app chat features has many repercussions that you can imagine. Take all the time you need to make this decision of great magnitude.
In the end, this is how one can go about developing a WhatApp like messaging app from the very scratch. Do remember that even if Facebook Messenger and WhatsApp are dominating the in-app communication industry, there is still room for an intuitive app like yours to accommodate in the marketplace. You must build an app that stands out with its unique value proposition.
Without a doubt, conversational apps are a significant part of the end to end communication for businesses. It is high time you must have a dedicated interactive app for your business.
On-Demand Marketplaces are synonymous to spontaneity and responsiveness. Here users are accustomed to transactions taking place at the push of a button, hence their engagement level is always on a tumultuous slope. A slight nudge and they most certainly would go down that slope, only to be lapped up by one of your competitors.
Consider your own case for instance. What happens when you turn on your taxi app and see a 10 mins ETA? You turn to its competitor. This is why On-Demand Marketplaces need to reduce the friction between users and suppliers. The key to this is to keep the user engaged by means of an ongoing conversation throughout the purchase journey.
Having powered In-app Communication across hundreds of On-Demand & Marketplaces applications, we realized that leveraging the transformative power of Messaging Technology is a key to success here. In-app communication drives Marketplaces to Attract Users, Build Trust and Deliver Exceptional Service, ensuring spontaneity at all steps.
We have powered Messaging across many On-Demand and Marketplaces applications, and have hence witnessed numerous Use Cases that they have benefited from immensely. In this blog post, we will highlight the Top 8 Use Cases and the benefits thereof for each.
The two most important priorities for a consumer, while seeking support are getting through to an agent quickly and the speed with which the issue is resolved. For both these reasons, In-app Chat is the preferred mode for your customers since Chat as a communication channel is less time-consuming and more convenient. A recent survey conducted by analyst firm Ovum clearly demonstrates that 44% of consumers consider Messaging as a less time-consuming alternative to others for Customer Support.
The digital natives today thrive on everything real-time. Timely updates on order status hence keep the user engaged to your application. Keeping the user in the loop also plays a major role in improving the User Experience, as the user being aware of the status never feels neglected at any point. The same survey mentioned above, suggests that 48% of consumers are interested in Messaging for Order Tracking.
Customer Feedbacks are a great way to measure how you are faring. It also goes a long way into uncovering areas of concern, into understanding customer sentiments and ultimately chalking out the product roadmap. In-app Chat Survey widgets to collect Service Feedbacks or the Net Promoter Score makes it convenient for customers to put up quick responses, thereby increasing survey response rates.
Buyer – Seller Chat:
This is more relevant for Online Marketplaces which offers Listing and Directory Services. A seller makes a listing here expecting more leads and faster conversion rates. A typical buyer is more likely to chat with the seller before making a purchase decision. The number of chats initiated hence acts as a counter for the number of leads generated. Typically if an inquiry is answered within 5 minutes, the probability of conversion is 100 times higher. Therefore Chat being a quicker and non-intrusive alternative to phone calls and emails, gives a higher probability of conversion. A win-win for all 3 stakeholders. The seller gets more Leads with faster conversion rates, a Buyer gets the convenience of real-time messaging making the purchase process seamless and the directory service provider gains more engagement due to operational efficiency.
Bot based Concierge:
Conversational Commerce has taken the world by storm. Today there is a bot for almost everything that you can think of. Buyers on your application can quite naturally prefer to ask a bot to make a personalized recommendation over manually browsing through hundreds of product catalogs. By deep-linking the Checkout Page with the CTA in each product card, the overall purchase process becomes faster and convenient. It’s personal shopping as easy as texting.
Imagine, you have placed an order for a Pizza but forgot to add your favorite fries. The moment you realize, you make a call to the support agent to make the modifications, but alas you are put on wait. By the time you reach the agent, your order is already out for delivery and making modifications is not possible anymore. Not a good experience right?
A simple guided user flow by means of In-app Chat and Messaging can make the overall process of making modifications to an existing order much more efficient and seamless. We have witnessed use cases where both Bot agents and Human agents have handled order modification requests and also cases where a combination of the two is used.
Broadcast In-app Offers:
In-app Message Broadcasts, unlike SMS broadcasts, makes use of the opportune moment, when the customer is actively engaged with the app to announce giveaways and offers. Hence the CTR of In-app broadcasts is higher than SMS broadcasts.
Data is the new oil, and companies across all domains are leveraging data to make better business decisions. Now, imagine the plethora of data you are losing when users of your application talk about products available on your platform on say WhatsApp. Wouldn’t it be great if all that conversation could take place within your application? A typical example: A group of colleagues chatting amongst themselves to decide what to order for lunch. With all the data about specific user interests that you can collect from these conversations, making customized offers would become easy. Also, it is a proven fact that conversations build engagement. The more people talk, the more likely are they to purchase.