April 27, 2021
Product Update: Call Screen Customization
We're excited to announce and introduce custom CSS for the Call Screen. It will let you make simple customizations to the CometChat call screen.
So you’re looking for ways to improve user communication and you think that chat will definitely help with that.
To pick the best type of chat for what you’d like to accomplish, you need to be clear on a few things:
This post brings much needed clarity to those items and helps you decide the best tool for your needs.
What do you think of when you think of chat? Do you think about the opportunity to interact with a website’s customer support staff (or an AI bot) live via text so that you don’t have to actually talk to someone? Let’s call that type of functionality live chat.
Or do you think of exchanging messages with other users of the app, not necessarily live, such as what you do on Facebook Messenger, Whats App, or Slack. Let’s call that type of functionality in-app messaging.
Following so far? Good. Here’s a closer look at live chat and in-app messaging and the nature of communication that each one supports.
When you come across a website or app that gives you the opportunity to communicate with support agents in real time via chat windows you’re experiencing live chat.
Common features of live chat tools are:
In other words, live chat allows your users to communicate with you. It’s not intended to help your users communicate with each other. Live chat also puts most of the control of the conversation while it’s happening, and afterward, in your hands rather than your users.
Live chat is typically used for sales and support purposes. Basically any cases where it’s helpful for a member of your team to communicate in real time with customers or potential users. Live chat is especially helpful in cases where frequently asked questions or knowledge centers alone are not sufficient.
Here are some cases where live chat makes a lot of sense:
For example, ProductCollective uses live chat to provide visitors the opportunity to ask questions about the site, which provides insight into what product management related information people might be seeking.
If you think that live chat will fit your needs, you may want to try out one of those providers, or go to this overview of the best live chat software to help you make your selection.
In-app messaging tools allow your users to communicate synchronously, or asynchronously, with each other.
Think of it along the same lines as having the direct message capabilities of Slack embedded right in your app. Users can carry on conversations with each other or your team via text, voice, or video calling.
Common features of messaging apps include:
In other words, messaging tools provide a great deal more flexibility for user communication in that they can communicate with you, and with each other.
Messaging tools provide a variety of ways for your users to interact with you and each other. These tools are a great add for any app or website that’s trying to instill a sense of community. They come in handy especially when you want to provide your users a means to communicate with each other in real time or asynchronously and when your users would like to keep a history of their conversations.
Here are some cases where in-app messaging make a lot of sense:
We do. Us. CometChat!!
If your app supports a community, a marketplace, or other case where your users want to interact with each other, then a messaging tool is for you and CometChat is your best bet! CometChat provides a simple, secure and scalable experience for your developers and your users.
Do you need messaging in your app?
Want to try in-app messaging in your app or website? Contact us to schedule a demo or simply learn more about how CometChat’s simple, reliable and scalable in-app messaging solutions can quickly solve your needs. You can even use our live chat box if you’d like!
About the author
Kent J McDonald writes about and practices software product management. He has IT and product development experience in a variety of industries including financial services, health insurance, nonprofit, and automotive. Kent practices his craft as a product manager at LenderClose and provides just in time resources for product people at KBP.media and Product Collective. When not writing or product managing, Kent is his family’s #ubersherpa, listens to jazz and podcasts (but not necessarily podcasts about jazz), and collects national parks.
The most robust suite of cloud-hosted text, voice and video solutions on the market. CometChat seamlessly integrates onto websites and apps quickly and securely, powering digital communities across the globe.