Setting up in-app messaging may appear difficult, but there are some suggestions you can utilise to make the process go smoothly for both your team and your consumers. Here are some of our personal favourites: (mobile app)
1. MAKE IT POSSIBLE TO SEND TWO-WAY MESSAGES
When a client has a query or an issue, brands frequently demand them to exit their app. In-app messages, when set up correctly, enable you to satisfy the ever-increasing expectations of today’s mobile consumer by allowing customers to contact an actual person at your company in real-time, straight from your mobile app, fostering a two-way conversation between customer and brand.
2. BE RELIABLE
You need to define rules for when you’ll answer now that you’ve worked hard to create a two-way in-app communication channel. Allowing in-app messaging is similar to allowing any other help channel, and it does not imply that you must answer immediately. Due to limited resources, you may not be able to respond immediately if your organisation receives a significant volume of consumer contacts. Being open and setting expectations for your consumers at the start of the interaction is the best method to reduce customer discontent.
If you anticipate to respond within two business days, for example, inform your customers of the deadline when they provide feedback. They’ll be able to easily walk away from the message and return to the actions they came to take within the app if you established the expectation.
Above all, be consistent in following through on your initial commitment and responding to clients within the agreed-upon time limit. Nobody like being kept waiting, especially disgruntled customers.
3. IDENTIFY THE BEST MOBILE MOMENTS
Some of the most personal pieces of technology we own are our cell phones. The way we use mobile apps, and even the fact that we keep our phones on us for the majority of our waking hours, has paved the path for deep customisation within apps. But what happens when a brand handles a personalised mobile experience badly and comes out as disruptive rather than helpful? That’s what we term the “wrong mobile moment,” app marketers.
Because the placement, timing, and consumer group the in-app message is meant for will vary owing to countless variables, finding the optimal mobile moment looks different for every company. To begin, consider the timing and placement of the in-app message you’re sending. If the message is proactive, it should appear after clients complete a high-value action in your app (such as purchasing something or completing a level), rather than in the middle of one. If you want customers to do a survey, you should do so at a non-disruptive time rather than disrupting the task they came to complete.
Finally, think about who will be seeing the message. The more precise your targeting, the more tailored your message will be, which is a win-win situation for both the company and the customer.
4. ENGAGE IN COMMUNICATION
Keep your communication active, and your customers will feel connected rather than forgotten. For example, you might get a lot of communications from consumers about a bug that your technical team is currently trying to fix. If you know it will take two days to remedy a problem in the near future, be upfront and honest with your consumers. Transparency is essential for good customer communication, and you should treat your in-app messaging channel with the same care as the rest of your communication channels.
Also, make sure to explain to them why you addressed some items or not. Customers don’t like as if you forget them, therefore don’t leave them with unanswered queries or demands.
5. THEY FAILED TO PROVIDE EMAIL
Not forcing users to enter their email address when sending a message to your firm is a potentially divisive tip for in-app messaging. Requiring an email address can be a barrier for some consumers who want to contact you, and the more information you ask for, the less likely they are to give their thoughts.
However, certain customer-brand interactions may necessitate the use of an email address. Make sure your in-app messaging feature allows you to request an email address before starting a chat, so it’s there if you need it. When companies want to communicate with their mobile app clients outside of the app, email addresses can be useful. Consider what kind of experience will be most beneficial to your clients, as each app is unique.
6. CONFIRM THAT YOU HEARD CUSTOMERS’ VOICES.
If you recall nothing else from this article, keep this in mind: it’s critical to acknowledge that you received consumers’ feedback. Nobody likes to be left hanging, and the worst thing you can do when a consumer takes valuable time out of their day to submit feedback to your firm is leave them wondering. Even if you don’t have an answer for them right away, go out of your way to make sure the clients know you heard their opinion.
7. GET CUSTOMERS TO RETURN
Building on the previous point, letting users know that their feedback has been taken into consideration is a terrific approach to entice them back into your app. Customers are more likely to extend their in-app session by performing extra actions before leaving the app when it notified them that their feedback has been received and prompted to return to it.
