Development of a Mobile Live Chat Application for Real-Time Customer Support

The client faces difficulty providing immediate, accessible customer support on their website, which hampers customer satisfaction and engagement. Support agents need mobile solutions to chat with website visitors in real-time, regardless of their location or device, including tablets and smartphones.

A mid-sized online retail company seeking to enhance customer engagement and support through mobile real-time chat solutions.

• Enable support agents to communicate with website visitors in real-time via mobile applications.
• Implement chat messaging based on real-time socket communication to ensure instant messaging capabilities.
• Provide chat history access for support agents to review past interactions and improve service.
• Incorporate real-time notifications to keep support agents updated on new messages.
• Offer basic analytics and reporting features for performance monitoring.
• Allow supervisors to supervise ongoing chats and provide in-chat tips without visibility to customers.
• Include canned responses and greetings to streamline communication.

• Real-time chat messaging using socket technology
• Multi-device support, optimized for smartphones and tablets
• Chat history retrieval and management
• Push notifications for new messages and chat updates
• Monitoring and supervision interface for support managers
• Predefined canned greetings and responses for agents
• Basic statistical reporting on chat performance

• Internal analytics/dashboard systems
• Push notification services
• Customer data management systems

• System scalability to support increasing user volume
• High availability with minimal downtime
• Instant message delivery with latency under 200 milliseconds
• Data security and encryption for chat conversations
• Compliance with relevant data protection regulations

The implementation of the mobile live chat applications is expected to significantly improve customer support efficiency, enabling real-time engagement and increasing customer satisfaction. Estimated improvements include faster response times, higher customer retention, and increased sales conversion rates, leveraging instant communication tools adapted for mobile devices.