In-app Support (Explained)

What is in-app support?

Keeping your customers satisfied is a vital part of every successful business. With in-app support you can help your customers more easily. They don’t need to leave the app to report an issue anymore.

This feature can be especially useful for customers using a mobile app, where otherwise they would have to leave the app to search for a way to contact your company’s support team.

In-app support is provided by a help button placed in the app, which brings customers to many support articles. For further help a support agent is contacted and a ticket is created.

Frequently Asked Questions

What is in-app support?
In-app support allows customers to interact with the customer support team (or bots) within the app itself. Most often this is possible thanks to a communication interface that is similar to the way of communicating in other channels such as Messenger or WhatsApp. So it is intuitive for the user. This allows users to be engaged at the right time.
How to take care of in-app support?
In order to be provided with support in the application, first of all, technically, the customer must be able to easily enter the app itself and then reach out to the support team. It should be intuitive and visually appealing. From the customer service side, the customer should receive an immediate response that will help them solve their problem. You should, if possible, not transfer the user to other messengers, but help them directly in the application.
Why is in-app support important?
Every day, the time users spend on mobile devices increases, and the time they spend accessing the Internet via desktops, decreases. More and more customers order products or book services via mobile devices, which is why it is so important that the applications also enable efficient customer service. You shouldn't send the client to e-mail or phone option.

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Expert’s note

In-app support is crucial for providing seamless customer experience and quick assistance. It enables customers to report issues without leaving the app and receive immediate help.

Andrej Saxon Sales manager

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