26 January, 2021

In-app Chat & Messaging Use Cases : Improve App user Experience with More Personalization

Slowly but surely the world has showered its love for inapp messaging. The definition of communication for this smart and digital era revolves around inapp messaging. However, previously we have talked about the fundamentals of this concept, and today we are presenting inapp chat usescase  and best practices.To support this a report states that 70% of the customer believes that in app chat communication can enhance their customer support experience. Unless you are not aware of the best practices of in app chat API & SDK utilizing the most out of this concept will not be possible.

Let’s quickly understand the in app chat use cases that are practically approachable and easy to execute! 

Here’s a guide that you need to make most out of In App Messaging:

These are probably the most easy hacks you will ever find to yield effective benefits of android and iOS in app messaging. The mentioned best in app chat use cases and practices will not only help you to upgrade communication experience but will also help you to utilize the cost invested.

Chat Platform Fundamentals

The preliminary crux of the in app chat platforms includes the routing, type of message, and profile type. It may sound simple; it is essential as these 3 are the fundamentals of a chat platform.

1. Profile Type

The nature and complexity of the profile depending on the use of the inapp messaging API. Profile type is majorly dependent on the roles and permission. If you are using it as a personal profile, the identification of the profiles categorized as Friend, Blocked Contacts, Deleted Contacts. So you will need to manage the permission for these profiles.  And if you are using it for a professional profile, the categorization will be accordingly.

2. Message Type

Communication is two ways. Therefore, two people are involved in a particular conversation. Hence, the message types are two; the user message and the system message. Messages sent from the user are the user’s messages; messages sent by the admin or company are considered as the system messages. 

3. Routing

It is the path that connects the dots between two people for easy communication. Everything that one requires to communicate is considered to be part of routing. For instance, you are trying to send a message to an offline person, the following things will be required and it will be considered as part of routing.

  • A device to communicate 
  • Operating System 
  • Chat Interface
  • Push Notifications 
  • Transfer Case

Prevailing types of Chat and Messaging

The features are one thing that entirely defines the concept of in app chat platforms. 

Chat Network Topology: If we take into account the structure, then there are four categories. The combination of two out of those four will help to form a communication channel.

  • One to One : user to user, buyer to seller, seller to seller, business to customer
  • One to Many : group chat, admin to user, broadcaster to audience
  • One on One + One (Admin): buyer to provider with moderator
  • n^(n-1) chat with or without an admin: open public chat

In App Chat is Core Block or an Augmenting Block?

Yes, this is the most troubled and tricky part of in app chat communication or in app chat service. At the initial stage itself, people get confused whether they have to consider the in app chat feature as their core building block or they can make it an augmenting building block? 

Now, the hack to understand it from the planning stage and make out the difference is by asking a simple question. The answer to that question will help us to categorize whether it is part of the core block or augmenting block. 

The question is, ”Do you need an in app chat platform to launch your service?” If the answer is yes, then it will be part of your core building block, or then it will be part of your augmenting building block.

In App Chat and Messaging as an Augmenting building block:

Augmenting Building Block means that the selling or usage of that particular product or service is not directly dependent on In App Chat features. But this feature can indirectly serve as Value Addition. Hence forth  following are the industries for whom in app chat use cases is serving as a value addition & it is an integral part of that industry. 

1.On-Demand Service

Communication Between:

  • User & Service Provider
inapp chat api for ondemand apps

Our Takeaway:

After the covid pandemic, the majority of the services are on an on-demand basis. From buying groceries to going to the office, every service we take is on demand. On-demand services can have an in app chat communication to do value addition. We all have used some of the other kinds of on-demand service for booking a cab or ordering food, booking other services via the application. With the help of in app chat API, communication becomes easy. There are other options of communicating like a text message or call to add a facility; in app chat is also available. The in app chat feature is available for the parties involved.It can help to keep a chat record, avoid miscommunication, helps to take ownership of communication data, and acts as a tool to reduce cost. 

2. E-Commerce

Communication Between:

  • Buyer and seller
  • Buyer to buyer
  • Seller to seller
inapp messaging api for ecommerce app

Our Takeaway: 

We have so many eCommerce websites to buy things. All the platforms have one thing in common that’s an in app chat communication. Whether the communication is between buyers and sellers, and vendors and the platform manager. Here, we can easily communicate even if we want to cancel the order, and want to know about the refunds. Understand the availability of the product, search for a particular product, and much more. 
The in app chat communication gives a better visuality of the communication and helps to avoid unnecessary glitches. Reduces the marketing cost and grows effective communication.It is a completely valuable add-on for customer service support and also gives buyers a different experience of buying online. in app chat platform will help the eCommerce platform to grow exponentially. 

3.Live Broadcasting Video Streaming

Communication Between:

  • Audience to audience
  • Audience and broadcaster
  • Audience and Admin
inapp messaging api for live streaming app

Our Takeaway: 

From celebs to the layman, everyone finds live streaming fascinating. Live Going Live has gained a lot of popularity because of its easy communication feature. The person conducting live and the people joining it both can communicate; it helps to bridge the communication gap. People can even talk with their favorite celebrities. The in app chat use cases allows mass communication. It also helps to increase interaction and engagement rate. Moderating comments is easy to avoid unnecessary communication

4.Media Interactions

Communication Between:

  • User to User
inapp messaging api for media streaming app

Our Takeaway:

The communication that takes place here is between user to user. During the time of events, such communications take place in a large portion. For instance, if there is a football match between two famous teams there media interaction is likely to increase between the supporters of both the teams. in app chat helps to boost the engagement rate; it also does indirect publicity.

5.Banking Apps

Communication Between:

  • Bank Staff to Bank Customer
  • Bank Staff to Management
inapp chat api for banking app

Our Takeaway:

The in app chat communication here is between Bank staff or management and Bank users. The banking application has a build in app chat to provide a better customer experience to the user and help them to get their queries solved easily. It will help them to retain their clients and increase the customer satisfaction ratio. For the banking sector to get a better acceptance it is necessary to focus on communication, that will boost the confidence of customers and they will tend to trust the banking sector more. 

6.Healthcare Apps

Communication Between:

  • Hospital Staff to Service Provider
  • Doctor to patients
inapp messaging api for healthcare apps

Our Takeaway:

Healthcare majorly involves communication between patient and doctor, it is one of the most significant communication. The entire process of diagnosis, depends on the in app chat communication between patient and doctor.Here the main communication takes place between the service provider and the user. It helps to keep a window open in case of emergency or to provide inhuman support. It also boosts community support and helps the service provider to know about the emergency cases. 

7.Business Collaboration

Communication Between:

  • User and Business
  • User to User
inapp chat sdk for business apps

Our Takeaway:

In app chat communication makes business collaboration easy and effective. Users can communicate with other users; the business owner can also talk with users. It will help to gear up the speed of business and also businesses can look after speedy communication as it will ultimately strengthen the brand name of the company or business.
In the app, a chat will not only help to communicate but will also take care of branding. Also, there is a customized chat option, autofill option; these contribute to enhancing the quality of the communication.

In App Chat and Messaging as a Core building block

For such industries, the in app chat use cases is mandatory to sell their product or service.

1.Game Apps

Communication Between:

  • Clan chat
  • Lobby chat
  • User to user chat
  • Admin to user chat
realtime messaging sdk for gaming apps

Our Takeaway:

Every smart game has a different target audience and varied blocks of followers. All the games launched in this digital era need some communication to play it. Team games can not be played without communicating. By communicating with each other, team players will feel connected and involved in the game. An in app chat SDK is a mandatory tool of success for the game designers. 

2.Dating Apps

Communication Between

  • User to User
  • Lobby Chat
inapp messaging sdk for dating apps

Our Takeaway

The success of such an application depends on how the in app chat use cases is?  A user-friendly inapp chat API can help to get more attention and make mass use of it. For dating applications in app chat feature is mandatory. 
Imagine a dating application without an in app chat feature.It will be a failure. Hence, a powerful way to retain people using dating applications is to provide top notch in app communication; chat, voice, video so that post matching, user communication would stay in app.

Conclusion

Users are every day expecting a better level of communication facility and features. To launch an application it is necessary to first understand the in app chat API understand its functionality and know about its best practices. Only then you will be able to give users an exceptional communication feature. In app messaging is a powerful tool and an integral part of your customer communication and marketing strategy. It allows you to engage with the customer in a relevant way, in a medium that they are already using. Therefore, to make potential use of it is in your hand. Thus, this article shows the tricks to do that!

inapp chat api for business app


Parthiba

Parthiba is a Product Marketer, helping providers of the various industries like healthcare, education, etc., to elevate their conversation value with the help of powerful communication solutions to drive better communication experience.

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