What if I told you you could gather intel from the most important focus group (Your loyal customers) in a matter of minutes without leaving the comfort of your chair?
How, you ask?
With In-app messaging microsurveys.
You’ve heard us talk about In-app messages before. In-app messages are a great way to reach your most engaged audience at the best time during the user journey and can be one of the best tools in your marketing arsenal if used correctly.
You already know In-app messages can be used to effectively facilitate onboarding, share product updates, offer support, and promote relevant offers. But you shouldn’t stop there!
With In-app microsurveys, you can now gather actionable feedback regarding your product, gauge customer satisfaction, and even prevent churn with customer insights. But, there’s a time and place for everything, so let’s dive in and see how you can use this feature for optimal results.
Why gather feedback?
Increase activation rate
Did you know that only about a quarter of users return to your app one day after downloading it? And by the end of the first month, only about 5% of users will continue using your app. In-app messaging is crucial for user retention and one of the best ways to boost up product adoption. Discover your customers’ likes and dislikes once their onboarding has ended and use this data to make positive changes
Gather insights on a new feature
Have you recently released a new feature? Or has your customer enabled a feature in the app? Find out how your customers really feel about it by sending them a quick 1-question survey.
Rate app prompts
Need more traction on the app stores? Ask the customer to rate your app using one of our customizable templates - quick & easy!
NPS surveys
With Customer.io micro-surveys, not only can you send a quick NPS survey to your customers, but you can also save their responses as profile attributes. Congrats! Now you have a segment of your Promoters and you can easily monitor the changes in your segment!
CSAT score
CSAT score is not just for your support tickets. Use micro-surveys to gather instant feedback after a customer action (Eg. car:go, food delivery, treadmill training for beginners… How was your ride? How would you rate the delivery? How would you rate the exercise you’ve just completed?). Find out how your customers feel after an interaction with your app and use that feedback to make improvements. This is a great insight into preventing churn.
Roadmap suggestions
Not sure what features your customers are craving for? Target your active users and find out what feature/product they’re currently missing and remove assumptions from your work.
Who should be your audience and when to target them?
Target engaged users who are using your app. Send messages based on your customers actions and behavior, and make sure you personalize the message for increased engagement.
Lets look into the following scenario: Our goal is to increase feature adoption by showcasing a feature to active customers. Our example product has several pricing tiers, including a free plan. Not all features will be available to users on a free plan, and many premium users might already have this feature enabled. Sending this message to everyone will have your audience wondering out loud ‘Why did they send me this?’.
Instead, think quality over quantity - create a segment with your target audience, and ensure the message is relevant to your recipients. The number of recipients will be lower, but the impact much higher.
It’s important to make sure your In-app message doesn’t disrupt customers’ experience while using your app. The message should appear when they visit a specific page, not mid-order. Be aware of your users’ behavior and plan the In-app messages accordingly
Ask yourself the following while building your In-app message:
- Is this message valuable to the user?
- When should the user see this message?
- Where should this message appear? (Remember our page rules)
- Should this message have an expiration date? (Think limited offers)
- Am I providing my users with an easy exit by using the close button or action?
And don’t forget - in-app messaging works best when paired with other channels, so follow-up on that survey response with a personalized email based on the customer's response. Our Wait Until branches are perfect for this type of flow.
Hope we’ve inspired you to start gathering user feedback. Is there a use-case you want to implement but not sure how? Let us know!
