Alchemer Mobile

MARCH 8, 2022

Simply put: Customer engagement refers to the relationship and interactions customers have with a brand across all touchpoints and steps along the customer journey. Strong customer engagement means customers interact with the brand in more meaningful ways, further building loyalty. More brand evangelists. Increased sales.

Customer Feedback 279

Customer Feedback User Testing Customer Experience Data Visualization 279

Alchemer Mobile

MARCH 26, 2021

When we were writing this post, we did a little research to see what other brands were saying about mobile customer experience. Typically, when brands claim this, it’s more of a marketing technique and less of an actual pillar in their product strategy. So, we won’t waste your time.

User Testing 257

User Testing Customer Experience Feedback Software Research Software 257

Alchemer Mobile

DECEMBER 21, 2022

The concept of retargeting mobile customers is not a new idea by any means, but few brands practice it successfully. Then show the importance of targeting your customers with mobile surveys, and provide tips on how to effectively use them to drive mobile customer engagement and feedback. Retarget based on shifts in sentiment.

User Testing 263

User Testing Customer Feedback Feedback Software Product Research 263

Alchemer Mobile

NOVEMBER 8, 2022

includes powerful new out-of-the-box features to make it easier for brands to collect customer feedback within their mobile experiences and take action on the voice of the customer. “Now with just a few clicks, every brand can ask questions confidently knowing they are able to follow up with all of their customers in an instant.”

Product Research 244

Product Research User Testing Feedback Software Feedback Loop 244

Alchemer Mobile

NOVEMBER 21, 2022

Through proactive engagement and creating customer feedback loops, our customers had an average response rate of 13 percent for their in-app surveys. A positive outcome of identifying your fans is identifying the people who are most likely to say great things about you and who’ve already raised their hand and said, “We love this brand.”.

Customer Feedback 244

Customer Feedback Feedback Software User Testing Product Research 244

Alchemer Mobile

NOVEMBER 10, 2022

mParticle is the customer data platform for brands leading the CX revolution. We think we’re pretty great – and so do many leading enterprise brands such as CNN, WeatherBug , FanDuel , Capital One, JetBlue, Dunkin’, Zillow, Norwegian Cruise Lines, Safeway, Alaska Airlines, and more. Mobile in-app feedback tools & solutions.

Feedback Software 256

Feedback Software Analytic Tools Reporting Tools Data Visualization 256

Alchemer Mobile

APRIL 12, 2022

The mobile investments teams made to Travel apps in 2020 paid off in 2021, fast-tracking the comeback Travel brands desperately needed after a year of uncertainty and low engagement, particularly in Transportation and Hospitality and Tourism. In 2021, brands were able to have more free conversations with their consumers.

Travel 261

Travel User Testing Research Software Feedback Software 261

Alchemer Mobile

JULY 29, 2021

This feedback can be left on message boards, on social media, in app store reviews, through online surveys, and more. When brands proactively solicit feedback from customers, they’re able to better identify pain points and eliminate friction faster. Product feedback helps brands: Better understand the customer journey.

Feedback Software 246

Feedback Software User Testing Customer Feedback Research Software 246

Alchemer Mobile

MAY 17, 2022

Customer sentiment : How do customers feel about your product and brand? Message centers do exactly that by providing a two-way channel where customers can relay feedback, while giving you the opportunity to respond directly. You then act on this data by prioritizing product features that were popular in the survey. .

Feedback Software 246

Feedback Software Research Software User Testing Reporting Tools 246

Alchemer Mobile

MAY 19, 2021

mParticle is the customer data platform for brands leading the CX revolution. We think we’re pretty great – and so do many leading enterprise brands such as eBay, CNN, Viacom, Capital One, JetBlue, Arby’s Postmates, Zillow, Norwegian Cruise Lines, Safeway, Sonic, and more. Mobile in-app feedback tools & solutions. Apptentive.

Feedback Software 236

Feedback Software Data Visualization User Testing Customer Feedback 236

Alchemer Mobile

MARCH 9, 2022

Frankly, the answer to that question is this: For most brands, customer retention is a nut they still haven’t cracked. Most brands today may think they build products around their customers, but in reality, our data shows they only hear from less than 1% of their customer base, which we call the “vocal minority.”

Customer Feedback 264

Customer Feedback Customer Experience User Testing Data Visualization 264

Alchemer Mobile

AUGUST 26, 2021

It allows you to have insight into the overall customer experience and larger brand perception. Cart abandonment survey. A cart abandonment survey allows you to gain insight into improving the checkout experience from those who aren’t completing purchases. Checkout confirmation survey. In-app mobile surveys.

Feedback Software 246

Feedback Software User Testing Customer Feedback Product Research 246

Alchemer Mobile

MAY 28, 2019

You could, but you probably won’t get your message across very effectively. To treat digital interactions as you would in-person interactions with context in mind, the simple, yet effective, “yes” or “no” question Love Dialog offers gives Lifestyle brands the context they need to interact with customers in the most relevant way.

Feedback Software 223

Feedback Software User Testing Customer Experience Customer Feedback 223

UX Planet

JANUARY 16, 2024

By Mary Moore, copywriter at Shakuro Branding holds the promise of propelling your venture to new heights, capturing hearts, and securing your place in the market. The last thing you need is to stumble into the abyss of bad branding, a place where countless others have lost their way. Yet, it’s a double-edged sword.

Branding 96

Branding User Testing Product Research Data Visualization 96

Alchemer Mobile

APRIL 21, 2021

Surveys and Messages. Mobile teams also expanded their segments of consumers to survey (50%) which resulted in incredibly high response rates to Note-linked surveys (82%). The lesson here is consumers were eager to share feedback when they were asked for it, especially when it meant not leaving the app to do so.

Feedback Software 246

Feedback Software Research Software Education Technical Review 246

Intercom, Inc.

APRIL 26, 2022

Since the pandemic, consumer habits have really changed – shoppers have migrated online en masse, their expectations are higher than ever, and brand loyalty is harder to maintain. If you’re looking to make some quick improvements that will go a long way, surveys and reviews will help you to address obvious pain points.

Customer Experience 219

Customer Experience User Testing Customer Feedback Feedback Software 219

Intercom, Inc.

MAY 14, 2018

For instance, the fundamentals of good marketing haven’t changed: crisp writing, a compelling story, strong brand, and of course, a great product to market. Messaging: Ignore at your peril. You could say we’re biased, but the evidence became clearer than ever when messaging apps surpassed social networks in popularity in 2016: Reach.

User Testing 223

User Testing Research Software Marketing Artificial Inteligence 223

Alchemer Mobile

JANUARY 26, 2021

As consumers, we now expect the brands we love to deliver the right message , to the right person, via the right medium, at the right place, and at the right time across all of their digital and onsite experiences. To start, think about the in-app message you’re sending to figure out timing and placement. Act on what you learn.

User Testing 246

User Testing Customer Feedback Customer Experience Feedback Software 246

Alchemer Mobile

APRIL 13, 2021

Shopping apps typically see relatively low retention due to high marketplace competition and consumers being loyal to multiple brands at the same time. Surveys and Messages. One interaction Retail and eCommerce apps used to attain such high retention rates was surveys, used to regularly touch base with consumers.

Feedback Software 232

Feedback Software Research Software User Testing Systems Review 232

Intercom, Inc.

MARCH 30, 2022

That’s why we’re so excited to announce the launch of our latest feature which embodies all of those sentiments – say hello to Intercom Surveys! In fact, 80% of online shoppers are more likely to make a purchase when brands offer personalized experiences. Taking action on survey insights has been easier said than done in the past.

Product Research 129

Product Research Data Visualization Customer Feedback Feedback Software 129

Intercom, Inc.

MAY 25, 2021

In April 2021, they surveyed over 500 global customer support decision makers – executives, vice presidents, directors, and managers – across EMEA and the United States, to learn more about the changes they’ve seen, and how they’re future-proofing their customer support strategy with conversational support. Now, it’s second.

User Testing 260

User Testing Customer Experience Customer Feedback Product Research 260

Intercom, Inc.

SEPTEMBER 15, 2022

And when typing a message, there is a lot more room for ambiguity and misunderstanding, even when the interlocutors know each other well. Together, they’ll talk about the evolution of emojis, recent trends in business messaging, and how organizations can use emojis to build better relationships with their customers. Enter the emoji.

Messaging 129

Messaging Reporting Tools Research Software Data Visualization 129

Alchemer Mobile

APRIL 6, 2021

Surveys and Messages. As part of the increased interactions, Food and Drink apps leaned on in-app surveys to gauge consumer emotion and listen for feedback. The percentage of people prompted for surveys was higher than the macro average (25%) in both Restaurant apps (32%) and Food Services apps (44%).

Feedback Software 243

Feedback Software Research Software User Testing Systems Review 243

Alchemer Mobile

DECEMBER 9, 2021

How do people discover your brand? The power of persuasion is stronger than ever, and it’s easier than ever to share brand experiences with the entire world. You want to identify customers that adore your brand and want to share that with the world. Customer acquisition. What does the buying journey look like? Product roadmap.

Customer Experience 264

Customer Experience Customer Feedback User Testing B2C 264

Product Talk

JANUARY 24, 2024

Ben will then send a direct message to anyone who comments on or reacts to the post, asking them if they would be open to doing a quick Zoom interview. He sends one follow-up message to anyone who doesn’t respond to his first message. However, Ben shares that it’s taken time to refine his messaging for this type of outreach.

Research Software 242

Research Software Feedback Software User Testing Customer Experience 242

Intercom, Inc.

MARCH 23, 2022

We’ve officially upgraded our brand to reflect the potential of our product to deliver ongoing engagement: Intercom is the Engagement OS. In-context, company-owned messaging is the future primary channel for customer communication. The future of customer messaging will be powered by live data and rich context.

Customer Communications 220

Customer Communications Events Data Visualization Customer Experience 220

Userpilot

SEPTEMBER 30, 2024

What is a messaging strategy? A messaging strategy is a marketing framework /plan that outlines how your brand communicates its key messages and unique selling proposition to its target audience. Why should you have a solid messaging strategy? through surveys, interviews, and other Voice of Customer research.

Messaging 93

Messaging Research Software Analytic Tools User Testing 93

Alchemer Mobile

JULY 30, 2020

Imagine if you were able to trigger a survey for any customer who closes and opens the app quickly. Or perhaps you prompt them with an option to head to your message center to chat with a customer service representative. In 2019, apps sent 44,849,700 consumer surveys , which is a 29 percent increase from 2018. Message Center.

Feedback Software 182

Feedback Software User Testing Customer Feedback Analytic Tools 182

Alchemer Mobile

APRIL 14, 2021

News apps prioritized hearing from customers by prompting 32% of consumers for in-app surveys, higher than the macro average of 25%. Their survey response rate was 11%, slightly lower than the macro average of 16%—but when surveys were presented with a Note, response rate went up to 71% (macro average 60%). Music Apps.

Feedback Software 246

Feedback Software Research Software Technical Review User Testing 246

Alchemer Mobile

JUNE 12, 2019

Most brands only hear from less than one percent of their customer base , so they miss out on critical feedback from the other 99 percent. The second is to use proactive engagement strategies and contextually relevant messaging. When it comes to retention, how you message your customers matters just as much as what you message them.

Feedback Software 199

Feedback Software Finance Reporting Tools Data Visualization 199

Alchemer Mobile

APRIL 9, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? Data from our 2016 , 2017 , 2018 , and 2019 reports is included to show shifts in brand focus and engagement over time. There’s always another delivery app or loyalty program trying to lure customers away, especially for QSR brands.

Research Software 246

Research Software Feedback Software Data Visualization User Testing 246

Alchemer Mobile

JUNE 16, 2022

It’s much easier for them to simply uninstall an app and move on to the next alternative rather than trying to communicate with a brand and troubleshoot the issue. You also avoid the pitfalls of traditional feedback channels like email surveys. Neither one of these channels is particularly efficient or effective.

Feedback Software 246

Feedback Software User Testing Customer Feedback Product Research 246

Alchemer Mobile

FEBRUARY 24, 2022

To get a sense of how customers feel about your brand, you must start by tracking customer sentiment. The goal of a Net Promoter Score-type survey should be to determine the path necessary to change detractors, neutral customers, and even promoters to strong brand advocates. But where should you start? NPS+ does just that.

User Testing 246

User Testing Feedback Software Customer Feedback Customer Experience 246

Alchemer Mobile

JUNE 4, 2019

Their A/B testing capabilities can uncover how different changes and features impact success metrics such as purchase rates, trial requests, onboarding, survey results, and more. Apptimize can help brands create powerful audience segments, identify the cause of conversion funnel drop-offs, and test new features.

Feedback Software 240

Feedback Software Analytic Tools Data Visualization User Testing 240

Alchemer Mobile

NOVEMBER 22, 2024

Use traditional surveys distributed across multiple channels to gather valuable insights. Alchemer’s Survey and Digital solutions enable you to engage with customers at the moments that matter. Prior survey or prompt interactions – Target customers based on their past engagement with surveys or prompts.

Feedback Software 130

Feedback Software User Testing Research Software Customer Feedback 130

Intercom, Inc.

MAY 18, 2022

With this data you can personalize every interaction on your site – send targeted messages by segment, personalize campaigns, view customer interactions and chat history, or even automate your chatbots by training them to recognize frequently asked questions. Implement Intercom Surveys to drive truly personalized customer experiences.

Data Visualization 217

Data Visualization Analytic Tools Feedback Software User Testing 217

Alchemer Mobile

MAY 14, 2020

So, what can these brands do to capture, analyze, and act on these changing customer behaviors? Data from our 2016 , 2017 , 2018 , and 2019 reports is included to show shifts in brand focus and engagement over time. In-app survey response rates. Average inbound and outbound message volume. Average app review volume.

Research Software 208

Research Software Feedback Software User Testing Customer Feedback 208