How to Receive Messages for Fast Performance
For many aspects of your messaging, there’s flexibility in how you can provide the best customer experience. However, when it comes to how users receive messages, there’s a right and wrong way to set up the experience.
There are two scenarios to think about when receiving messages—the foreground state and the background. The foreground state is when the user has a conversation open and receives messages. In this case, typing indicators help users transition seamlessly into new messages (but we’ll talk about that more later).
Here, we’ll focus on how to create a fast messaging experience by taking the right approach to background receiving.
The Wrong Way to Receive Messages in the Background
Think about what you expect from the messaging apps you use every day. We’ve all experienced a time when we have to sit and wait several seconds before a message is displayed—even though we received a notification for the message moments before.
The delay is often the result of poor connectivity. The problem is that your users won’t care about the reason for the delay. They just want the instant gratification they’ve come to expect from messaging apps.
You might not realize that the way your app loads messages can make all the difference in performance. And if you don’t realize how important this is, you might go about it the wrong way.
The wrong way to receive messages in the background is to wait until users open the app or conversation to fetch new messages. Sure, poor connectivity might be to blame. But if you’re waiting so long to load the message, you’re closing the margin for error and making it more likely that users will have to wait.
There’s nothing you can do about users having poor internet connections, but taking the right approach to receiving messages can limit delays and diminished experiences.
The Right Way to Receive Messages in the Background
Rather than waiting until users open the app to fetch new messages, fast performance relies on loading new messages in the background—before users ever tap on the notification and open the conversation.
Loading messages in the background this way gives you a buffer to limit the effects of poor connections or server disruptions. Consumers have accepted messaging as the primary communication channel and they have high expectations for experiences. Even if message delivery delays aren’t the fault of your app, you still need to safeguard your experience against their effects.
Making sure messages are ready and waiting for users when they enter a conversation is an important piece of designing a frictionless customer experience. And when your customer experience is seamless, you can create better relationships with users and drive business performance.
But your approach to receiving messages is just one component of a great experience. If you want to learn more about delivering a high-quality conversation experience, check out our full Messaging Best Practices guide today.