What Is an In-App Chat?

Chat support inside an app makes the user experience better and helps them channel their queries in a way that reaches the right people. With an in-app chat system in place, users can have a real-time solution to their issues while using a particular platform, product, or service.

An in-app chat service lets you have a conversation within the app with a customer representative. It is one of the most popular features for most apps as it provides a better insight into customers’ problems and what kind of service they expect.

This chat communication can be two-way, where the customer talks about issues or queries and gets a resolution.

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What Is an In-App Chat?

In simple terms, an in-app chat is a conversation between two people that takes place inside an app. This chat can be from user to user or customer to brand. The most common in-app chat is between a customer service representative and a user, wherein they discuss any issues the customer might have and arrive at a solution.

The customer usually initiates this kind of chat to seek help about a problem or inquire about a service or product. The company’s goal is to assist the customer by providing efficient solutions and technological support.

There is an easy way to determine if your app needs integrated chat support. Since it is an elaborate task to add the feature into your platform and maintain it, it should be worth your while.

Ideally, you should opt for an in-app chat if:

  • You need to communicate with users on a regular basis.
  • You know at least one person who can take up the responsibility of managing the chats and responding quickly and efficiently to queries.
  • You have adequate resources to manage customer data and address service requests in almost real-time.
  • You can ensure that you’ll be available throughout, irrespective of time and occasion.

If your app fits these criteria, you can choose to opt for an in-app chat. But, you also need to know why it is an important feature for your app.

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Why Do I Need In-App Chat?

In-app chat makes it easy to compile all customer communication on one platform and maintain data efficiently. Otherwise, businesses would be stuck with piling notifications, service requests, and unanswered messages.

The absence of in-app chat would also deprive customers of getting real-time customer support. This may lead to loss of sales and declined engagement.

Some of the reasons for choosing an in-app chat feature can be:


Communication With Customers

The primary and most obvious reason to get in-app chat is to connect with customers on your own platform. This way, they have a channel to communicate with you and seek help about any topic related to your product or service.

Another crucial factor is to catch customers where they are most likely to make a purchase. You do not have to pursue them to get a resolution despite their issues. With the help of in-app chat, you can give them solutions and ensure they are satisfied with your service.


Easy Help and Assistance

Most users give up the idea of a purchase if they have to write an email to voice their queries or call up customer support to ask their questions. The ideal situation is if they can get answers instantly without having to wait or have a lengthy conversation.

This is where in-app chat gives your app an edge over the competition. You can help customers and prospective customers easily and instantly. This also leads to a good customer experience, which contributes to the growth of your business.


Direct Channel of Contact

In-app chat gives you a direct channel of communication with the users. You don’t have to depend on third-party applications or social media platforms to reach your customer base. Similarly, if the users face any issues while browsing your app, they do not have to move to another platform to get in touch with you.

This helps both the business and the customer to make their communication smarter and shorter.


Works Despite DND

In-app chat works on devices that have DND enabled to block sales calls. If you have to depend on calls or messages to reach users, you might end up getting blocked by the DND service.

Here, you reach users where they want and help them at their convenience. Thus, it creates a positive impression and helps in building a brand's reputation, too.

What If I Already Use a Messenger?

It is great if you use other messenger apps you can use to communicate with users. The most popular ones would be Facebook Messenger, Snapchat, or Whatsapp. However, you must remember that these messaging apps cannot perform as well as in-app chat.

Through other messengers, brands have more difficulty reaching customers. Although they are great for advertising and sending out important communication, they lack real-time access to users’ issues that in-app chat has.

You also cannot have an end-to-end experience on third-party messengers or get complete access to user data.

On the other hand, in-app chat lets you control messaging, cover all touchpoints, customize the user experience, introduce collaboration capabilities, and transform business communication. It also ensures the scalability of your business through active engagement.

There are several pros of in-app chat over messenger.

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Unified Communication

In-app chat provides a unified communication platform for all user queries. You don’t have to accumulate data from different platforms. Instead, you avoid the risk of responding late or missing out on customer queries, which might lead to loss of business.

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Instant Help

While other messaging apps offer delayed solutions, in-app chat provides instant help and guidance. This ensures a positive customer experience and more engagement on your app.

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Broadcasts and Two-Way Communication

Although messaging platforms let you broadcast information, in-app chats make sure the information reaches the right audience at the right time. You can also carry out two-way communication, take control over the user issue, and offer solutions - all in one platform.

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Ease of Use for Customers

Customers find it easier to reach for help on the app itself instead of finding another platform to ask their questions or writing an email and waiting for a reply from the support team.

Is Voice or Video Messaging Helpful?

Voice and video messaging have gained utmost importance in the modern scenario, where almost all communication has moved to the digital space, and people no longer prefer having long email chains to talk to customer care executives.

And even if written communication is involved, it is often easier to explain the issue if there is voice or video support. Hence, visual and sound support has become an important feature to include in your in-app chat service.

This lets you connect your text chat with additional features that enhance users' experience and resolve their issues. You can enable features like screen sharing, visual collaboration, remote access, voice-calling, video guidance, and demos for better collaboration.

  • Screen sharing helps customer representatives to see first-hand what exactly the user is talking about. Hence, they can fix the problem more easily or make a more detailed report.
  • Visual collaboration, including sharing images and videos, lets users present their issues in a way that will stay with the customer care for future reference.
  • With remote access, techies on the app end can access the user’s profile or device and make necessary rectifications to remove an error. This is much easier than expecting the user to do it on their own or giving them complicated instructions that are tough to follow.
  • Video guidance, in the form of tutorials or how-to instructions, makes it easier for users to view a resolution at their own time.
  • Demos can be majorly helpful if a user is new to your app and needs help understanding basic and advanced functions. Video is the most preferred medium for demos. Hence, it must be included in in-app chat.

Users chatting on On-Demand Service app

What In-App Chat Can Do for You

There are several benefits to in-app chats, some of which we’ve discussed earlier. Additionally, the chat feature can elevate your app experience, lead to major business growth, and help in building a loyal customer base by keeping a customer-first approach.


Help in All Use Cases

All use cases can be solved through in-app chat. Even if you cannot provide an instant resolution, you can record the instance and look for a suitable solution in a shorter time period than it normally takes on other platforms.

Accessibility: In-app chat increases user accessibility massively by eliminating the need for a third-party platform to provide customer support. All actions occur on the app platform, and thus all data remains in one place.

Introducing users to new features: Through in-app chat, you can reach users where they are interested in knowing more about the new features your app offers. In other industries as well, in-app chats provide updated information to your user base more efficiently.


Live and Instant Customer Support

The key to good customer support is speed. Integrated chat helps ensure you provide a quick resolution to your customers. The conversation happens live, so you get access to the issue immediately and can deal with it accurately and without further delays.


Secure Problem Solving

With in-app chat, all customer data stays on one platform. External messenger apps run the risk of a data breach or clumsy collation. But if you use in-app chat for all customer queries, you can keep the data secure, even while checking photos and videos provided by the customer.

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Features to Expect in an In-App Chat

Commonly, people envision in-app chat as a basic channel to provide low-level solutions. Customers might not trust this process with advanced issues or complicated scenarios. This problem can be solved by trusting a provider that can give you the best setup for a chat.

A few factors to look for in the provider should be reliability, scalability, and flexibility in the platform. It should be adaptable according to your needs.

Some crucial features to include are:


Multi-channel and cross-platform support so that the feature can be accessed from desktops, laptops, and mobile devices.


The platform must be reliable and free of errors or crashes as far as possible.


It should offer quick solutions. Consumers do not like to wait for long periods before getting to talk to a customer care executive.


User information must be kept safe and secure, including profile and contact details, payment information, digital records, and so on.