Mengapa aplikasi seluler B2C gagal mengelola percakapan pelanggan dalam skala besar — dan bagaimana kami mengatasinya

Many customer conversation platforms treat mobile apps as lightweight companions to desktop tools, which break down under multi-agent usage, heavy conversation loads and media-heavy workflows.  

The respond.io app is engineered to stay fast, stable and responsive during peak seasons, enabling teams to handle conversations quickly and reliably at scale from anywhere.

How does respond.io handle high-volume chats and calls on mobile?

Respond.io handles high-volume B2C messaging through a rebuilt mobile architecture that maintains a 99.939% crash-free rate even during peak traffic spikes. By moving to a modern execution model, the app eliminates the UI freezes and latencies common in desktop-first inbox tools, ensuring agents can manage concurrent conversations and media-heavy chats without performance degradation.

In B2C businesses, mobile performance matters most during revenue-generating moments such as product launches, flash sales, seasonal campaigns, and ad-driven lead spikes. Agents rely on mobile access to respond quickly, qualify leads, and close conversations without waiting for desktop access.

To eliminate the UI freezes and lag that disrupt agents during peak traffic, we engineered our architecture to handle concurrent B2C workloads that traditional mobile inboxes cannot support:

• Zero-lag messaging with React Native New Architecture, replacing the old JS–Native Bridge with direct execution paths for significantly lower latency and smoother rendering.

• Media-heavy fluidity with an efficient image caching strategythat optimized decoding, storage and memory handling to reduce bandwidth usage and eliminate UI slowdowns in media-heavy chats.

• Scalable architecture with code-level optimizationsthat reduce unnecessary re-renders, defer non-critical API calls, modernize core packages and remove legacy dependencies for streamlined execution.

Together, these upgrades form the complete foundation behind the app’s new performance gains.

The most stable mobile solution for B2C scale: Why legacy architecture fails (and how we fixed it)

Earlier versions of the respond.io mobile app struggled under high conversation loads, and some users experienced slowness or lag. These were legitimate issues caused by limitations in the previous mobile architecture, which is commonly used by chat apps. We purpose-built our new architecture to support high-volume, multi-agent workflows reliably.

Before: Our legacy architecture lagged under peak traffic

Previously, the mobile app, like most standard chat apps, relied on the legacy React Native JS–Native Bridge in which all communication between JavaScript and native code was routed through a single, serialised pathway. Under high conversation volumes or multi-agent usage, this created queue congestion that slowed rendering, delayed navigation, and caused inconsistent performance, especially when agents switched screens or handled media-heavy chats. This was not a traffic issue alone, but an architectural constraint that prevented parallel work under sustained load.

After: Our new parallel architecture delivers zero-lag performance

We rebuilt our mobile architecture to enable direct execution through the JavaScript Interface (JSI), allowing JavaScript to communicate with native modules without serialisation overhead. Combined with the Fabric renderer for more predictable UI updates and TurboModules for on-demand native module loading, the app can process more operations in parallel rather than forcing them through a single execution path.

This reduces latency, improves responsiveness, and keeps performance stable during peak activity. A unified execution model across iOS and Android also ensures consistent behavior across devices.

A simple way to understand the difference

According to respond.io mobile team lead Bilal Shah, the old architecture behaved like a single-lane road, where every operation had to wait its turn and one slowdown blocked everything behind it.

The new architecture functions like a multi-lane highway, where multiple operations can run in parallel. This is why screens load faster, navigation feels instant, and the app remains responsive under heavy workloads.

Verified results: Industry-leading performance with 99.939% crash-free rate, high speed and reliability under load

We monitored real-world performance via Sentry to verify the impact of our architecture. The data proves that our platform outpaces standard mobile inboxes in reliability and speed.

• Near-perfect stability: Achieved a 99.939% crash-free rate, ensuring continuous uptime for revenue-critical workflows.

• Faster chat interactivity: Response times improved by 64% on Android and by 18% on iOS.

• Rapid conversation loading: Load times dropped to 1.07s on iOS (from 3.73s) and 2.32s on Android (from 4.34s).

• Responsive navigation: Screen-switching latency reduced by 54.2% (to 80.9ms), enabling instant switching between chats.

• Resource efficiency: Reduced RAM usage by 41% and high CPU spikes by 47%, preserving battery life on agent devices.

• Faster startup: Warm start times improved by 53% and cold starts by 19.5%, allowing agents to resume work instantly.

• Reliable on older devices: Outperforms industry peers in navigation speed and cold starts on older hardware (e.g. Samsung A51), ensuring speed on any device.

The net effect of these results is higher mobile agent throughput and fewer stalled conversations during traffic spikes.

UX improvements enabled by the mobile app optimization

The new architecture also delivered usability and efficiency gains across key mobile workflows.

• Efficient image caching: Reduces redundant decoding and GPU/RAM usage to stabilize rendering in media-heavy conversations.

• Smoother scrolling under load: Benchmarks confirm 35% lower RAM usage during continuous 100-message scroll tests.

• Consistent UI performance: A leaner codebase minimizes background work, ensuring smooth, rapid task switching.

• Clearer notification flows: Provide notification context, display permission statuses and log behavior for easier troubleshooting.

Respond.io’s mobile app is built to stay fast, stable, and responsive under the exact conditions that matter most for B2C teams: high chat and call volume, multi-agent concurrency, and peak campaign traffic on channels like WhatsApp.

By combining a modern mobile architecture with UX optimisations, it enables agents to handle more conversations on the go without lag, crashes, or dropped interactions. For teams evaluating mobile apps to support revenue-driven chat and call workflows at scale, respond.io offers a level of mobile speed, stability and reliability that is difficult to achieve without a purpose-built architecture. Try it free today.