為何 B2C 行動應用在擴展客戶對話時會失敗 — 以及我們如何解決

許多客戶對話平台將行動應用視為桌面工具的輕量附屬，但在多客服使用、大量對話負載與多媒體密集的工作流程下容易失效。

respond.io 應用程式經工程設計，可在旺季期間保持快速、穩定與即時回應，使團隊能從任何地點以大規模方式快速且可靠地處理對話。

respond.io 如何在行動裝置上處理高流量的聊天與來電？

Respond.io 透過重建的行動架構處理大量 B2C 訊息，即使在流量高峰期間也維持 99.939% 無當機率。 採用現代執行模型後，應用程式消除了桌面優先收件匣工具常見的介面凍結與延遲，確保客服人員能在處理並發會話與多媒體密集的聊天時性能不受影響。

在 B2C 業務中，行動效能在創造收入的關鍵時刻最為重要，例如產品發佈、快閃促銷、季節性活動，以及廣告驅動的潛在客戶激增。 客服人員仰賴行動存取以快速回應、評估潛在客戶，並在無需等待桌面存取的情況下結束對話。

為消除在流量高峰時干擾客服人員的介面凍結與延遲，我們設計了能處理傳統行動收件匣無法支援之並行 B2C 工作負載的架構：

• 零延遲訊息：採用React Native 新架構，以直接執行路徑取代舊有的 JS–Native Bridge，大幅降低延遲並提升渲染流暢度。

• 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.

適用於 B2C 規模的最穩定行動解決方案：為何傳統架構會失敗（以及我們如何修復）

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. 我們專門打造了新架構，以可靠支援大量且多位客服並行的工作流程。

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.

之後：我們的新並行架構提供零延遲效能

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.

• 近乎完美的穩定性：達成 99.939% 的無當機率，確保營收關鍵工作流程持續可用。

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

• 對話載入加速：載入時間降至 iOS 為 1.07 秒（從 3.73 秒降至）及 Android 為 2.32 秒（從 4.34 秒降至）。

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

• 資源效率：將 RAM 使用量減少 41% 並將高 CPU 峰值降低 47%，有助保護客服裝置的電池續航。

• 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 的行動應用專為 B2C 團隊最重視的情況打造：高聊天與通話量、多客服並行，以及像 WhatsApp 等頻道的高峰活動流量，能在這些條件下保持快速、穩定且即時回應。

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. 立即免費試用.