4 Ways In-App Messaging Helps Businesses to Retain Customers


New technology brings new methods of communicating with users. While email was once the preferred method of communication for marketing firms, technological advances such as push notifications have been demonstrated to be a more effective method of reaching consumers.

In-app messaging service is a critical component of a robust customer experience strategy that reaches subscribers at the right time and in the right place across platforms.

What Are In-App Messages?

In-app messages are notifications that show up during an app’s use to notify the user about something exciting or important. They are comparable to push notifications, except they only occur when the user is actively using the app. Because you do not need the user’s permission to send in-app messages, these are an effective method of communicating with users who have opted out of push notifications.

Rather than being a supplementary marketing technique, in-app messages should feel more natural as an integrated part of the app and be limited to the user’s task or action. As a result, they are typically triggered in response to user interactions. When properly implemented, users usually find them significantly less intrusive than push notifications, as they do not interrupt users as they go about their daily lives and are intended to improve the user experience.

Ways In-App Messaging Helps in Customer Retention

1) Useful tips and reminders

In-app messaging is an excellent tool for providing valuable tips and reminding users why they should continue to use your app or opt-in to specific features. This could be as straightforward as emphasizing their accomplishments or milestones. One of the good in-app messaging examples is “You’ve sent a hundred messages this month! This is a 25% increase over last month.”

Proactive messaging can help you address common customer inquiries, as you’ll use automated messages to anticipate your users’ questions before they arise. Address straightforward questions such as “How do I view my account details?” or inform them in the case of an emergency: “Our app is currently experiencing an outage. We will advise you when we resume normal operations.”

When a free trial user launches your mobile app, you can send them a reminder informing them that their trial version is about to expire and encouraging them to upgrade. Additionally, you can use in-app messaging to solicit instant feedback from users following the completion or performance of a critical task.

2) Chat features

Increased engagement can be achieved by using an in-app messaging platform. For instance, Uber’s in-app messaging feature enables customers/riders to communicate directly with their driver after booking a ride.

The user’s chat feature displays all driver information, including the driver’s name, vehicle type, and license plate. Innovative add-ons such as message-read receipts and read-aloud capability for drivers help build trust and eliminate driver distractions.

Additionally, in-app messaging can increase an app’s stickiness. Adding more features such as a video chat application will help customers use the mobile app more frequently. Stickiness is critical; it results in enjoyable and ingrained brands in consumers’ hearts and minds.

If you plan to incorporate chat features, you should understand the future of chat applications to provide a better customer experience.

3) Personalized user experience

Personalization is critical. According to the Next in Personalization 2021 Report, 71% of customers expect businesses to provide personalized communications. Incorporating personal messages into your app can help your users develop better relationships and two-way communication. You’ll be able to communicate with one another via in-app messages at the optimal time. For instance, one way to instill a sense of value in users is to personalize and include their names in a welcome greeting.

After users have used your app for a few days, personalize it by incorporating messages that direct them to various features, such as tutorial videos or valuable tips.

To successfully apply these strategies, you need to collaborate with your team. The best project management software that fits for your organization enables file sharing, team communication, and data sharing. And that’s only the start as project management also covers other important aspects like resource management, scheduling and planning, and documentation and data storage.

4) Engaging visuals and interactive content

In-app messages must quickly capture your audience’s attention and compel them to act. In-app messaging examples with GIF, images, and videos can help differentiate your message and demonstrate how to use your app.

According to a 2020 video marketing survey,

90% of consumers wish brands produced more video materials, and that knowledge is kept at an 85% better rate when incorporating video.

Due to its reputation and high retention rates, integrating a video chat API is an excellent content medium to use in your in-app messaging.

In-app messaging for a long-term relationship with the user

Successful in-app messaging requires an understanding of user segmentation and the ability to always send the right message to the proper user at the appropriate time.

In-app messaging can be a fantastic tool for promoting customer delight and loyalty as it can help gather feedback, resolve customer issues, and stay on top of customer sentiment. Communicating with your users in-app helps remove the barrier between customer and brand, fostering a two-way dialogue that can aid in the development of genuine, personal relationships with the people who use your app at all stages.

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