How a B2C Twillio Programmable Chat App Boosts Business Communication?
by Micheal John Technical WriterAs an enterprise what is your
major concern? Most of you would answer, extending immediate support to the
customers. How many of you try to break down this issue, and figure out what can
be truly done?
Chat support is one of the ways
of extending immediate support. However, the need for a human resource to
attend to the needs of the customer causes delay in the communication, and
makes way for another business.
Mr. Mykonos was one such business
facing an issue of attending to the customer’s immediate needs, and required a
business app that would help boost communication.
The solution offered is an
excellent example of how enterprise mobile application for communication can be
designed, and what things need to be considered before streamlining an
application.
Need for chat app
There was no immediate contact
between the employees of the enterprise and the customers. So, when a customer
wanted to raise a question, they had to either send an email or call the
support team, and wait for some time before they got some answers.
Second, there was no possibility
of a real-time conversation. For every response, the customer could have a
question, which needs to be answered. This was not possible on the email, and
phone conversations could be long, and painful.
There was a need for something real-time
and less time consuming for both the support team and the customers. The chat
app was pronounced as a solution as it would be real-time, immediate and offer
resolutions to every matter.
Why Twillio Programmable Chat?
Instead of building the chat
application from the scratch, the chat application was built using Twillio’s
programmable chat SDK.
In case of the entire solution,
you had to struggle through every aspect of design and development, and the
time-to-market increased. In case of Twillio SDK, you can readily add the
available chat features and customize it to meet your requirements. You can
even scale your business app hassle-free.
The chat SDK has the APIs and the
features that you need for the business logic.
All you need to do is choose the client-side programming language. Accordingly, you will get the SDKs and the installation links. Once done, you are ready to start coding your app to meet your business and marketing strategies and goals.
The Solution
The solution was devised using the cloud-based Ruby on Rails framework
with Postgre for the backend. The mobile solution was devised using the native
iOS and Android operating systems. The Twillio SDK was integrated along with
REST API for the mobile solutions. The solution also consisted of the typing
indicators, reachability indicators and role-based allocation for ease of use.
The reason for the solution was to develop backend and frontend system
separately, and ensure that backend is an integral aspect of the chat
application, as the entire communication is dependent on the smoothness of the
backend.
The development was not as easy as it was planned to be, as there were a
few challenges the team faced, owing to the different factors involved.
·
Documentation is not available for Rails 5, and being a relatively new
platform, the syntax and other aspects of the framework were still unknown.
·
Twillio documentation keeps evolving, and it is always a challenge to
process with integration while you are working with a new and evolved version
of Twillio. It takes time to understand the Twillio documentation, and you need
to consider that time when you are planning for the integration.
Things to consider when planning business chat apps
·
The purpose of the chat application is very important. In this case, the
purpose was clear that they wanted a real-time application that could connect
and communicate with their customers. They also wanted to accelerate the
time-to-market. That led to Twillio integration for the chat app development
·
What is the budget of your development? In case of Twillio app
integration, you don’t spend a lot on the development. You can work on budget
and get a smooth and well-defined chat application for your business. The
budget of your app and related concerns help you realize the path for building
your chat app
·
Finally, how do you want to proceed with the chat app development? Do
you want to go in-house or do you want to outsource the development of the
application? In-house vs outsourcing will determine the exact nature of app
development and the strategies involved.
Conclusion
The Twillio programmable chat application has helped the business
increase their conversions, and improve their profitability. The immediate
contact with the customers has helped the company keep up with the changing
customer requirements and offer them with the right kind of solutions.
Seashore Partners has been offering capable business and
commercial Mobile App Development Services to meet your
business and marketing goals. Connect with us via email or phone and our team
will help you convert the idea into a probable solution.
This Article is Originally Published at Seashore Partners Official Blog
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Created on Oct 2nd 2018 08:50. Viewed 339 times.