Build Better App Experiences with In App Chat4 Strategies for Enhancing Mobile App Engagement using In App Messaging and Chat

Your customers are increasingly mobile.

Mobile apps therefore play a vital role in shaping and delivering next generation customer

experiences. To create mobile engagement, organizations have historically turned to push

notifications. While they do drive app engagement, push too much and you’ll push your customer

away, forever.

The very technology that’s driving a wedge between you and your customers offers an

unprecedented opportunity to engage them more deeply in the customer journey and improve

customer experience. To build lasting relationships, brands need to move beyond SMS or Push

Notifications and employ mobile apps to engage customers in real-time conversations that are

highly personalized, relevant and maximize convenience. In app messaging and chat is the key.

Here are 4 strategies you can leverage inside your mobile applications to drive engagement and

enhance customer satisfaction using in app messaging and chat features.

The mobile messaging gap

50-80% PUSH NOTIFICATION OPEN RATE

50%- 80%

60% PUSH NOTIFICATION OPT OUT RATE

60%

Push notifications let you send time-sensitive information to people who are not actively

using your app or whose phone is buried deep in their pocket or purse. Use sensors, beacons

or location data to trigger interactions when a customer approaches a location. Embed

action buttons in the message so a customer can respond with a quick tap.

Relevance and timeliness instantly communicate real value to the customer, enhancing

service and customer satisfaction. Unlike SMS, push notifications work across operators and

are not limited to text-only messages.

By combining push messaging with useful context and historical customer information, you can integrate the best of real world and digital experiences.

STRATEGY

Use Personalized Alerts to Enhance Cross Channel Interactions

Messaging Opt-in

1

Use In App Chat for Real-time Support

Leverage your organization’s knowledge of the customer, their accounts and history so

you can respond and provide assistance in context—enabling a richer, more integrated

experience. Identify opportunities to streamline the chat interaction by giving service

representatives access to recent activity or transactions in progress. Include rich

messaging so users and support staff can share images or screenshots with their phone.

Also be sure to share app logs and device profile information automatically to more easily

troubleshoot technical issues. These steps reduce typing and minimize customer frustration to

ensure issues get resolves quickly and with minimal effort.

Messaging Opt-in

STRATEGY 2

Make it easy for customers to ask for help without exiting your mobile app. In-app live chat keeps users engaged and lets you resolve issues in real time.

Avoid lengthy surveys or pop-ups that would be deemed intrusive. Personalize interactions

and pay attention to context. Send a customer a single question and offer simple tap

responses. Let customers rate their in branch service experience after a recent visit.

Use this feedback to give you timely and invaluable information about your mobile app, your

services and your customer’s perceptions. Use the analytics and information to guide future

product offerings, improve operations and further personalize services.

Rating

STRATEGY 3

Measure Customer Experiences with In App Ratings and SurveysGather feedback and ratings from your customers inside your mobile app to increase customer knowledge and generate actionable insights.

In-app chat and two-way messaging lets you start and continue meaningful conversations

with your customers that build trust and loyalty. The engagement itself improves

responsiveness, and also helps you gather new customer insights. Use that information to

act decisively, with tailored product or service offerings, when it will benefit the customer.

Immediate, spontaneous responses and ideas from you leave customers feeling well served—

and give them an additional channel for learning about your products and services.

Engage

STRATEGY 4

It’s essential to demonstrate your commitment to customers whenever possible and your mobile app can open new opportunities for engagement.

Use In App Messaging to Create New Service Offerings

Magnet Message is a powerful, open source mobile messaging solution that

maximizes real-time user engagement. Enterprises use Magnet Message

to easily send and receive relevant, highly targeted communications with

customers or employees, and to enhance mobile apps with actionable

notifications or alerts, in-app events, two-way interactions and more.

Delivered as a ready-to-run server with native mobile SDKs (iOS and

Android), the solution is deployable in the cloud or on-premise, and easily

integrates with any app, existing system, or environment. An easy-to-use

web interface provides server configuration and management features, as

well as reporting of in-app message and push notification delivery status.

Magnet Message enables companies to build, deploy and manage the most innovative

mobile and cloud apps—without the need to invent, construct and maintain their own

messaging infrastructures. We do the hard work, so you don’t have to.

GET STARTED

developer.magnet.com