Meet Your Customers On The Go With In-App Chat Support

Gladly Team

Read Time

6 minute read

This post was last updated on January 6, 2022.

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Making customer service radically personal starts with making it effortless for your customers to reach out on whichever channel works best for them, including in app chat support.

And while a part of that means being there for your customers on the channels they want to be on, it’s also a lot about making their experience on that channel the best it can be.

For 53% of customers, that great experience means being able to find answers wherever they are, rather than being directed to a new page, window, or channel. Gladly has moved the needle on the mobile experience by offering mobile in app chat support, which allows customers to chat directly with your company from your branded mobile apps, without having to open up a separate web browser, or copy a phone number.

The in app chat support joins the current lineup of email, voice, text, social, self-service, and web chat channels that are all natively built into the Gladly platform, and threaded into a single customer profile and conversation history.

Meet Customers On The Go With In App Chat Support

When they’re on the go, your customers look to your mobile app when questions come up. And if they can’t find answers there, the ‘Contact Us’ or ‘Help’ section of your app is where the journey naturally continues.

Now, when your customers click on the “Help” section of your app, you can offer them an easy, seamless way to get live chat support with your agents, without complicating the experience with additional windows, or taking them out of your app. This not only improves the customer experience, but it also increases customer engagement on your mobile app. Win-win!

Chat View

With Gladly’s mobile in app chat support, customers don’t have to leave your app to get the answers they need.

With Gladly, when a customer starts an in app chat, your agents won’t just see the incoming message—they’ll also know who the chat is coming from, along with all the relevant details about them from their customer profile in Gladly and their conversation timeline (a history of all the communications that a customer has had with you, across all the channels you offer). And just like all other Gladly channels, the customer is routed intelligently to the agent your customer is most familiar with or the agent best-suited to help out.

To make it even easier for your customers, push notifications will help alert them when your agent responds. This means your customers can continue on with their day, or jump into another app, without having to stay glued to their chat window waiting for a response.  


With push notifications, customers can get on with their day, and engage only when they need to.

In-App Chat Support — Even When Agents Are Away

We know your agents may not always be available to chat in real time. For the times you’re particularly busy, or when your team has gone home for the night, after-hours responses lets you direct your customers in a quick, easy fashion, to the next best way to reach you—or if they’re willing to wait, the option to leave a message for when your team is back online. At the end of the day, it’s all about giving your customers the freedom to decide how they want to engage with you.

After Hours

After-hours responses give your customers the option to switch channels, or wait to hear back from your team.

In App Chat Support Means More Chat, Less Calls

Messaging has become an increasingly popular choice for customers looking for support. And while it’s a quick, easy option for customers, it’s also a great option for companies looking to increase efficiency in their contact centers, allowing agents to handle multiple conversations at a time versus just the one phone call. 

How To Surface In App Chat Support to Customers

If you want to encourage your customers to use mobile in app chat, where you place the chat option can make all the difference. With our mobile in-app chat support, you get the flexibility to make that decision on what works best for you. But we do have a few suggestions: 

Above the Call Option

Something simple like adding the option to chat above the call option of your help screen can capture the busy customer, who may go with the first choice they see, instead of taking the time to scan through a full list of help options.

Chat In Help

In the Main Menu

Or to make in app chat even easier to find, you can consider elevating it as its own stand-alone option on your app’s main menu, or as the main option on the landing page of your app.

Nav Menu

All of these are small-but-mighty design decisions that can help put your app chat support in the spotlight.

Hey There Mobile App SDKs

Ready to get chat support built into your apps, but nervous about  the technical ask you’ll need to make to your development team? 

We know that with most mobile in app chat support products in the market, it can take weeks of development resources from your technical team just to get the basics up and running. But at Gladly, we purposefully built our mobile chat integration to get you up and running in days, not weeks, with easy to use software development kits (SDKs) your technical teams will love for both iOS and Android.

Join Brands like PacSun Using In App Chat Support

Curious about how Gladly could help improve your in-app customer experience? With Gladly, ecommerce retail brands like PacSun can now efficiently respond to customers within seconds, across multiple channels, improving customer happiness and agent efficiency. Learn more about mobile in app chat support or take a tour of the entire Gladly platform today.

Read the full press release from the initial launch of Gladly In-App Chat support.