a good chat with your bank
integrate it well
Another aspect is to consider integrating the existing back office tooling as much as possible, to minimize the adoption effort. If you do choose to switch to new tooling, always select a mobile app ready system.
Thirdly, consider the fact that in-app chat allows you to keep a chat active in the background and send a push message to the client. It’s not as session-dependent as web, where you risk the client closing the browser. Offering chat within the mobile app can therefore decrease frustration levels.
both the client and the service employee need to embrace and adopt chat