{"id":39531,"date":"2019-08-13T00:00:00","date_gmt":"2019-08-13T00:00:00","guid":{"rendered":"https:\/\/newrcblog.wpengine.com\/in-app-messaging-the-benefits-of-keeping-your-customers-engaged\/"},"modified":"2024-05-02T18:13:21","modified_gmt":"2024-05-03T01:13:21","slug":"in-app-messaging-the-benefits-of-keeping-your-customers-engaged","status":"publish","type":"post","link":"\/us\/en\/blog\/in-app-messaging-the-benefits-of-keeping-your-customers-engaged\/","title":{"rendered":"In-app messaging: the benefits of keeping your customers engaged"},"content":{"rendered":"

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More and more companies are adding <\/span>messaging to their customer service<\/span><\/a>, with channels like Facebook Messenger and WhatsApp. In addition, in-app messaging can be effective to communicate as a mobile messaging channel. There are increasingly higher chances to engage with customers through this channel. Customers\u2019 communications are becoming digital, whether it’s with friends or family. Such is the case that companies who have already integrated in-app messaging to their products are already building for the innovate phase of their business.<\/span><\/p>\n

In this article, we will cover what in-app messaging does, the benefits, and more.<\/span><\/p>\n

What is In-App Messaging?<\/strong><\/h3>\n

In-app messaging is a simplified way of communicating with a user within an app. Its interface is similar to popular messaging apps like WhatsApp and Messenger. It integrates features such as media sharing, voice messages, emojis.<\/span><\/p>\n

The experience of the product can range from rating the app or it\u2019s service to contacting customer service about a query, there is a variety of ways to use this feature.<\/span><\/p>\n

Unlike live-chat, in-app messaging uses asynchronous communication<\/a>, meaning that customers do not have to stay connected while waiting for a response. They are notified of new messages, and the conversation history is kept.<\/span><\/p>\n

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An example of In-App Messaging used by Telecom Operator Ooredoo<\/span><\/i><\/p>\n

Benefits of In-App Messaging vs Other Channels<\/strong><\/h3>\n

1. Increases Engagement<\/strong><\/p>\n

The implementation of in-app messaging can foster increased engagement. For example, Uber uses in-app to allow customers\/riders to send messages directly to their driver once they book a ride, and vice versa. It preserves privacy for both sides and limits potential confusion.<\/span><\/p>\n

The feature for users provides a chat that will show all details like name, vehicle type, number plate. Backed by message-read receipts for customers and read-aloud capability for drivers among a number of smart features to help to reduce distraction.\u00a0<\/span><\/p>\n

Besides the reduction of costs related to SMS, availability across regions, and the possession of user data to increase privacy, In-app messaging allows Uber to create more visibility and reassures both the rider and the driver that their messages are actually being received and that the app is being improved regularly.<\/span><\/p>\n

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Example of a Uber user messaging their driver<\/span><\/em><\/p>\n

It can also increase app stickiness (if you add more features, customers will keep the app longer). Stickiness is important to create an experience that is memorable and understand how well a brand \u201csticks\u201d in the mind of consumers.<\/span><\/p>\n

Companies invest a lot of resources to create branded apps and reducing the uninstall rate not only justifies this investment but also enables the brand to stay top of mind. Keep your content updated and inform the user base by regularly sending notifications and promotions. Considering that people look at their phone on <\/span>average 52 times a day,<\/span><\/a> giving them a reason to make one of those a launch of your app will help increase engagement.<\/span><\/p>\n

Omni-digital customer engagement<\/a> platforms such as <\/span>RingCentral Engage Digital<\/span><\/a> allows for smoother integrations of such channels along with all the others your agents may be handling. So you can add it to the growing list of channels that you are using without having to reinvent the wheel to manage them all.<\/span><\/p>\n

Here are some more reasons to consider it:<\/span><\/p>\n