There’s no denying that in-app messaging for businesses is on the rise. Metrics say it too, in-app messages have over a hundred per cent higher engagement rates than push notifications. Surprising, right?
Today convenience is more important than ever, and businesses are striving to ensure that their customers are at ease. Interacting via in-app messaging is one method to do that.
In-app messaging lets businesses add more personal touch to their customer service and communication. It can thereby improve customer experience, increase sales, and enhance customer loyalty. In-app messaging is great to introduce new products, and services too.
In the latest Mobile Engagement Benchmark Survey, it was found that in-app messaging typically receives 8x the direct response rates of push notifications.
In this article, we discuss 7 benefits of in-app messaging for your business.
7 benefits of in-app messaging for your business
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Boost retention
Retention is a measure of how many users are continuing to use an app or website over time. As a marketer, you can boost retention with in-app messaging by;
- using personalized messages to make users feel valued,
- highlighting new features, offers and promotions,
- rewarding customers for their loyalty, offering exclusive deals
- sending trigger messages based on user behaviour,
According to Braze, “users who receive in-app messages have engagement rates that are 131% higher than those who receive no messages.”
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Enable smarter customer support
Real-time, personalized, and effective customer support holds more significance today.
In-app messaging allows customers to fetch answers from experts by providing in-app communication paired with real-time support. This, in turn, can significantly lessen the number of pending issues and customer complaints. It also helps customers find the right answers faster.
Companies can track customer conversations and capture customer feedback with ease — which helps businesses understand their customers deeply, and better their customer support processes.
Lastly, no need to rely on separate messaging platforms to talk to customers, and deal with the disadvantages of those platfroms. The beauty of in-app messaging is that it becomes a part of your product experience and customer experience.
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Product announcements, feature releases, and more
Want to announce new products or feature releases? Go the in-app messaging route.
In-app messaging can be used to create awareness, and communicate the details of a new product launch, or feature release.
For example, you can provide instructions on how to use the product, and — even offer discounts or promotions on it. In fact, it is a great tool to gather feedback from users and ask for help in testing the product or features. It not only creates a more engaging user experience and encourages, but also enables users to interact with your product. Here are some tips to do this;
- Create a message sequence that explains the product or feature and what it does, as well as the pain point it solves.
- Make sure to add visuals, and don’t forget to add a CTA that encourages users to test the product or feature.
- Lastly, track the engagement, understand what works, and what doesn’t, and build on that.
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Activate dormant users
Keeping existing customers engaged is a challenge for businesses. But what if there are dormant users? Businesses can afford to let them go.
That’s when in-app messaging can be used to reach out to dormant users and communicate the value of your app. Strategies to activate dormant users can include incentivising them.
For example, sending personalized messages, offering rewards, freebies, tailored, discounts, sending educational content, helpful tips and reminders. Moreover, you can offer exclusive access to special events or features too.
Basically, any messages that make them take action.
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Hyper personalization
In-app messaging is a wonderful way to encourage unique experiences for users and make the experiences more memorable.
It enables brands to communicate with users on a more personal level — providing them with customized messages and content particularly tailored to their interests, preferences, and needs. And all of this in a timely and relevant manner.
Personalized in-app messages can be used to alert users of special deals or discounts tailored to their behaviours, and helpful messages as needed. Like a welcome offer for the new users — and a series of messages to help them navigate through the product.
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Gather user feedback
One of the great advantages of in-app messaging is the ability to gather feedback.
In-app messaging facilitate obtaining instant feedback on what customers think of the app’s experience. Not just that – you can also ask them to rate the app or leave a review. It’s a great way to foster customer engagement, understand customer behaviour, and measure customer satisfaction. Moreover, you can make use of polls and ask diagnostic questions, to gain insights into customer preferences and track customer activity.
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Blends with your brand’s image
Any message to a customer or a user should feel like a part of the product experience, not otherwise. In-app messaging can be an asset for a brand as it helps create a desirable brand image and keep up with the brand’s tone of voice (ToV). In-app messages could be anything — from branded visuals, announcements, special offers, and updates to reminders.
Rise of in-app messaging
Time is limited — and so are attention spans. In a where connections are short-term, businesses need to be on their toes and make the most out of every encounter with users and customers. To stay relevant in a competitive digital marketplace, in-app messaging cannot be avoided. In-app messaging goes beyond offering seamless customer support.
With in-app messaging, businesses can not only quickly and easily engage customers but also make the experience more delightful.
Businesses can use in-app messaging to send the right message at the right time and in the right place.
From personalized deals and discounts to provide immediate customer support, in-app messaging can provide a level of convenience that a customer won’t forget.
Skyrocket your mobile messaging with in-app messages!
In-app messaging is a powerful tool for businesses that beautifully blends with the product experience.
Businesses can send personalized messages, create automated prompts and campaigns, and of course track engagement metrics. By doing so, businesses can boost retention multi-fold. In-app messaging also helps businesses save time and money spent on customer service, by allowing customers to get quick answers to their queries.
Moreover, it lets you send personalized messages, which adds the cherry on top. Lastly, sending in-app messages is great to nudge dormant users, and reactivate them.
In-app messaging is greatly beneficial for businesses, and adding this to your marketing and customer service efforts can be one of the best decisions.
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