How to Use In-app Messaging to Retain your Best Customers

How to Use In-app Messaging to Retain your Best Customers

www.intercom.com intercom.com2 weeks ago in #UX Love68

In-app messaging is a key component of a strong customer engagement strategy – one that reaches users at the right place, at the right time, and is consistent across platforms. With our recent launch of Mobile Carousels, we tapped into the possibility of creating and nurturing better customer relationships through mobile. Here, we take a deep dive on in-app messaging – defining exactly what it is and how to make it work best for your customers. What is in-app messaging? In-app messages are hyper-targeted notifications that are sent to users while they’re using a mobile or desktop application. In-app messaging allows marketers to engage users at just the right time, to facilitate onboarding, share product updates, offer support, or promote relevant offers. “In-app messages are hyper-targeted notifications that are sent to users while they’re using a mobile or desktop application” Because in-app messages trigger when a user is active within an app, they’re an especially productive way to boost traction with your most engaged users. Their ability to be leveraged for both web and mobile applications make them a key component of a cohesive marketing and support strategy. There are several different types of in-app messages you can send: Types of in-app messages Chats and Posts: In Intercom, you can send outbound chats and posts in both mobile and desktop apps. Chats and posts have many different use cases such as asking customers if they need help, announcing product updates, welcoming visitors, or onboarding new users. Use a chat to start a conversation with a user. It would look something like this: A post takes up more window space than a chat. Posts are primarily used to promote major product updates and tend to be more visually appealing. Mobile Carousels: Mobile Carousels allow you to onboard users, highlight new features, share marketing promotions or product announcements, and proactively support customers with useful tips all within your native app. They are full-screen experiences that match the look and feel of the app, unlike chats and posts, which don’t take up the full screen. Product tours: Product Tours are a desktop-only solution that walk a user through the product UI, highlighting the features they’ll need to be successful. When and where to use in-app messaging In-app messaging is so effective because of its ability to hyper-target messages based on audience behaviors, attributes, and their place in the customer journey. Let’s chat through a few ways to use them strategically: 1. Retain users Keeping long-term users is difficult no matter what industry you’re in. And the issue is particularly pronounced for mobile retention – some 68% of users launch a mobile app less than 10 times. In-app messaging is a great tool to provide valuable tips and remind users why they should continue using your app. This could be as simple as highlighting their accomplishments or milestones, for example: “You’ve sent 100 messages this month! That’s 25% more than last month 🥳.” “In-app messaging is a great tool to provide valuable tips and remind users why they should continue using your app” Proactive messaging can resolve common customer questions, as you’ll use automated messages to pre-empt questions from your users before they even come up. Address simple questions, like “Where can I see my account details?” or notify them in the event of an emergency: “Our app is currently experiencing an outage.  » Read More

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