More than 70% of consumers use messaging apps to communicate with
businesses. As the world becomes increasingly mobile-first, the
role of AI chatbots in mobile platforms is more important than
ever before. According to recent statistics, mobile devices
account for over half of all internet traffic worldwide, and the
use of messaging apps continues to proliferate.
This whitepaper explores the crucial role of AI chatbots in mobile
platforms, highlighting their impact on customer engagement,
support, and sales. It also explains the benefits of mobile
commerce, including improved customer satisfaction, quicker response
times, and better scalability, offering valuable insights for
businesses looking to leverage chatbot technology.
Table of Contents
Introduction
Customer engagement involves companies interacting with customers
through multiple channels to build strong relationships.
Enterprises do this through social media, community forums, email,
and more where customers communicate. Considering the
digitalization of various organizations, customer engagement is a
top priority these days. Such engagement is being made possible by
going mobile with regard to all applications, services, and
outreach.
Enterprises aim to integrate sales, marketing, support, and
product to deliver seamless, personalized experiences for the
customers they cater to. Let us explore how a mobile-first
approach powered by chatbots leads to higher customer engagement.
Why is mobile the future?
The end of 2021 saw a staggering 67% of the world population (5.3
Billion people) subscribed to mobile services. Such mobile
services and technologies generated a massive GDP (Gross Domestic
Product) value of 5% globally, which amounts to $4.5 trillion.
Mobile networks are the only form of internet connectivity across
significant areas around the world, more than 200 million people
connected to the internet for the first time in 2021. This figure
will expand to another 800 million people by 2025.Globally the
capital expenditure undertaken by mobile operators will cross $600
billion worldwide from 2022 to 2025. Approximately 85% of this CAPEX
will be invested in 5G network and related infrastructure.
The saying goes that some people live out of a suitcase, meaning
they carry their essentials with them to wherever they go. In the
age of digitalization, people live out of their mobile devices,
carrying their world with them wherever they go. What does that mean
in terms of consumer behavior? It means that mobile shopping trends
are on the rise, along with communicating with brands on the go.
What is the Segmentation Outlook of the Chatbot Market?
By Region
North America is forecasted to have the biggest slice of the
chatbot market at US$ 2.8 Bn. Considering the growth rate, APAC is
expected to grow the fastest, as the countries in this region are
on top of technological trends.
Expansion in the chatbot market in the APAC region is more likely
considering the flexible economic conditions and government
policies towards digitalization. Startups in the AsiaPacific
region have continued to invest heavily in AI/ML technology that
will accelerate chatbot development.
To keep pace with competitors, small and medium-sized
organizations are incorporating chatbots as part of customer
service automation efforts. Rising economies such as India and
China have a thriving smartphone market that makes space for
chatbot customers.
By Platform
By PlatConsidering the platform as a criterion, mobile is the
segment that is leading with a forecasted CAGR of 24.1%
(2022-2032). Since various mobile applications that use AI for
chatbots or image analysis are increasing in frequency and usage,
it holds a larger market share for the forecasted period.
By Enterprise Size
Since larger enterprises are investing in the latest technologies
to boost revenue and efficiency, chatbot adoption has increased
considerably. Continuous customer service and minimized marketing
expenditures are part of the reason why chatbot adoption has gone
up.
Such a trend will continue during the forecast period, leading
large enterprises to have a significant CAGR of 21%.
Use Cases for mobile integration of chatbots worldwide
Slush's customer service automation
Slush is a not-for-profit company that sponsors events to bring
together potential founders and creators at their events. Their
latest event, held in Helsinki in 2022, had 20,000 people in
attendance and needed responsive customer service with high
availability.
Slush used the chatbot builder JennyBot by the GetJenny enterprise
to automate over 67% of customer service chats, answer FAQs, and
free up event staff from repetitive tasks. With the event staff
having their time freed up, they could concentrate on more crucial
tasks that could not be automated. In the end, Slush handled over
55% more conversations than the previous year. The chatbot
solution, in this case, would be accessed mostly on mobile
platforms.
Bestseller’s automation to manage customer service in bulk
Bestseller is a clothing and accessories MNC that includes brands
from Vera Moda and Jack & Jones to ONLY. The challenge here is to
cater to the needs of 17,000 global employees spanning 40
countries with a large customer base. These numbers translate to
high volumes of customer queries across various media platforms,
from social channels to websites.
Customer requests needed to be resolved around the clock,
reliably, and consistently. Bestseller used Heyday by Hootsuite to
manage incoming customer requests. Their custom multilingual
solution responded in French or English across the company’s
Facebook Messenger channel and the Canada e-commerce website.
This way, Bestseller’s custom messenger chatbot solution enabled
their team to focus on tasks that required a human touch.
Meanwhile, a majority of the customers had timely access to FAQs.
HLC’s UX-centered site upgrades
HLC is a major bicycle parts manufacturer based out of the USA,
with a presence in Canada. HLC website had around 1000 customers
logging in daily, raising the need for FAQ automation, which led
them to turn to Acquire Live Chat. The FAQ chatbot took over
repetitive queries, freeing up the internal team to handle more
complex tasks. As the internal team did not have to handle
repetitive queries, they could dedicate their time to live chat.
The results, as expected, were quite significant, with over a 100%
live chat response rate and a simpler onboarding for new hires.
HLC also benefitted from enhanced visibility into the product and
business issues.
Decathlon UK nurturing sales opportunities
Customer requests spiked heavily post the start of the pandemic,
with people choosing to order fitness products and sporting
equipment as fitness centers and gyms closed down. Decathlon UK
who were already using Hootsuite’s Heyday chatbot solution, ramped
up their use of the chatbot to yield amazing results.They
introduced a feature that enabled agents to curate personalized
shopping carts and share the same via DM. This offers a personal
touch to the whole-commerce experience that makes the customer
feel valued. This was coupled with helpful automated product
suggestions and related customer care services, which boosted
sales.
The results were staggering, to say the least, with:
96% of customers described themselves as being very satisfied with the
service after implementing the AI-enhanced Messenger experience. The
digital assistant implemented through Messenger also generated a 175%
spike in customers who reached out to Decathlon UK through this
channel
There was also a 55% increase in query volumes that was resolved
through automated means, that in turn led to a 25% increase in agent
productivity. This change was in the first six months of introducing
automation.
Babylon Health
Babylon Health is a digital-first health service provider that
combines an artificial intelligence-powered platform with virtual
clinical operations for patients. Patients are connected with
health care professionals through its web and mobile applications.
Babylon Health seeks to address challenges to healthcare access
through its mobile application, which connects users to healthcare
services while preserving valuable healthcare resources. The app
thus reduces the need for users to travel from remote locations—or
to come out of self-isolation during the COVID-19 pandemic—to see
a doctor.
“It is time to change the way we’ve been delivering healthcare. It is
possible to do so when organizations like AWS make the cloud so widely
available—to mobile networks, to the technology companies out there
that have provided so much of the infrastructure we need,” says Dr.
Ali Parsa, CEO, and founder of Babylon Health.
Why are Mobile Apps Important for your Business?
The 3rd Quarter of 2022 saw Android users offered a choice between
3.55 million mobile applications on the Google Play Store. The
Apple App Store was a close second, offering its users around 1.6
million mobile applications for the iOS platform. Even with a
regular filtration of lowquality applications from their app
stores, the number of apps has been increasing steadily over the
years.
Mobile Application Revenue
Mobile applications, while useful to companies to connect with
customers, also generate revenue on their own. The three main ways
that applications generate revenue include:
A fee to download the mobile app, offering premium features in
exchange.
In-app purchases that include add-ons
Selling ad space
Regarding the monetization of mobile applications and content, the
Apple App store leads with an impressive $21.5 Billion, with the
Google Play Store bringing in 12.1 Billion worldwide. This means
Apple is doing a better job of monetization mobile applications
and content, with users spending more, even though the application
count is significantly lesser.
What these numbers mean for mobile applications in the future is
more opportunity in the mobile space for innovators and
disruptors. Mobile-friendly Enterprises and willing to go the
extra mile for their customers are bound to thrive in a
mobile-first market.
Current m-commerce market
Mobile commerce (m-commerce) includes all electronic commerce and
sales executed through mobile devices such as smartphones and
tablets. There are three aspects of m-commerce, including
shopping, banking, and payments. It is a part of e-commerce which
is a broader and older concept that includes desktops and laptops
as well. Mobile commerce has the advantage of using push
notifications, working without the internet (POS transactions),
and using location-based tracking and services. The global
m-commerce payment market value was $7,345.24 billion in 2020 and
is forecasted to touch $33,153.13 billion by 2030. This will be
made possible with a CAGR of 16.5% from 2021 to 2030. Market
drivers for m-commerce include reduced transaction time and
resulting convenience for consumers.
With regard to the mobile payment aspect of m-commerce, India is
the fastest-growing and most established market with its unique
ecosystem of online payments. The growth of India’s mobile
payments is largely due to the United Payments Interface (UPI).
UPI is a digital payment gateway known to be simple and
centralized, depending on any single bank. This is built on a
robust and secure IMPS system.
There are also certain challenges to the market for mobile
payments that, include increases in data breaches and geo-location
payment preferences that prove expensive.
Customers Like Going Mobile, So Do Enterprises
The pandemic increased the time spent by users on mobile devices,
acting as a major driver for small businesses to go in for mobile
applications. This would directly translate to more interaction
and engagement with their consumers.
In a survey conducted by Top Design Firms, the number of small
businesses that have a mobile application has increased from 32%
in 2021 to 48% in 2022. Also, it was found that the percentage of
small-sized enterprises that don't plan to release a mobile
application has halved since 2021 to 13% from the earlier 26%.
Small businesses seem to support Android and iOS applications in equal
proportions, as seen in the image below.
Conversational Commerce Market
According to Bigcommerce, over 80% of customers are ready to pay
higher rates for a better experience. This statistic points to the
fact that product or price alone does not decide how a consumer
chooses a brand today but views the customer experience as a whole
to make an informed decision. A positive customer experience will
directly translate to higher conversion and retention rates for
businesses. This is where conversational commerce comes in that is
also known as conversational marketing or chat commerce.
Conversation commerce refers to a conversational experience
delivered to a potential customer through a chatbot, voice
assistant, messaging platform, or even a chat app. To qualify as a
conversational experience, customer communication should be
personalized and helpful while moving the customer through the
sales funnel.
The global conversational commerce market is forecasted to grow at a
significant CAGR of 15.6% from 2022 to 2032. The market is expected to
touch a value of $ 26,301.8 Million by 2032, while the current
valuation as of 2022 stands at $ 6,147.1 Million.
Integrating a chatbot across messaging platforms
Mobile integration is a process of connecting different
applications and devices to gain seamless data exchange and
optimized workflows. Through mobile integration, consumers can
access a wide range of applications on all their devices, and
businesses can enhance the efficiency of their business processes.
With the right mobile integration, you can transform your
smartphone into a seamless communication device that uses
messaging, voice calling, call routing, reporting, and
file-sharing capabilities.
Challenges to mobile chatbot integration - Development Complexity
Android devices come in multiple screen sizes with varying pixel
densities and different OS. This kind of device fragmentation
increases the development complexity of the Android app platform.
Apple, on the other hand, releases a limited number of devices,
leaving them with limited screen variables to program for.
Android developers will have to account for more than just graphics,
with developers using multiple devices to test applications that need
to be displayed with similar experiences for all devices. This will
require testing and development that involve
Turbo-Charge your Mobile Application with Kommunicate's Chatbot
Integrations
Kommunicate’s no-code chatbot solution comes with a
developer-friendly installation for all your platforms that is
speedy, secure, and scalable for enterprises of every size. Here
are some reasons why Kommunicate is leading the way with mobile
chatbot integrations:
Kommunicate enables you to integrate chatbots in your
applications with powerful and customizable Native Android and
iOS SDKs.
We also provide hybrid SDKs that are powerful while being easy
to integrate for Flutter, ReactNative, Ionic, and Cordova.
Agent applications enable your agents to answer your customer
questions on the go through Android and iOS applications
Use our Platform APIs to build customized customer support
workflows how you want to!
Take advantage of your favorite integrations, such as Zapier, CRMs
like Zendesk and AgileCRM, and great bot builder platforms, such as
IBM Watson, Amazon Lex, and Dialogflow.
Cater to customers round the clock with chatbot and live chat
plugins for your Shopify, BigCommerce, and Magento stores.
Compliance with major privacy laws with the utmost respect to
security and privacy.
About Us
Kommunicate is a customer support automation platform based out of
Delaware, USA looking to transform customer support automation through
chatbots. Our bot solution allows your business to communicate with
your customers across several channels. It enables you to build
AI-powered chatbots, record and track leads, and generate FAQs to
improve client self-service.
It also connects to CRM and e-commerce systems, among other things,
allowing for data interchange. It can also route talks to the
appropriate agent and automatically detect dormant chats to improve
productivity. To make the most of all client interactions, Kommunicate
provides comprehensive messaging templates. You may use Kommunicate to
integrate chat widgets into your apps and to install the platform on
your website. The company has been awarded the 'Rising Star Company'
and 'Great User Experience Award' , showing how our clients trust us
to bridge the gap between your customers and business.
