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Latest customer engagement trend: in-app messaging

One effective customer engagement trend I’ve noticed recently is that the communications between vendors and users is being done increasingly via the application itself. This applies to both trial/free users and paying customers. Maybe it’s because it simplifies switching in and out of different channels (email, social media, or another browser!) – and being able to communicate directly through the service makes things easier.

Products have started incorporating social features, community features (like customer communities), and social engagement features within the app. Companies have taken a direction where instead of building social apps, they’re making their apps social.

SproutSocial does a great job at this. In their dashboard, they have an in-app pop-up that’s not very intrusive to your experience and they post the most important news or content they want to promote. In some cases it links to a white paper that I might be interested in or a new feature they’ve added.

in-app messaging is a great way to engage your existing customers

In-app messagingĀ is a great way to engage your existing user and remind them of useful content, events, etc. without requiring a lot of effort on their part. From there, they get more value out of the app and it makes it easier for them be advocate for your company. If you’re interested, check out Appbox.js.

Ellis Luk

I'm the marketing and communications manager at Totango - but you can call me Chief Content Officer. When I'm not writing, you can find me obsessing over memes, debating grammatical usage or getting distracted by the latest Tumblr gif blogs. Customer love starts with a friendly hello!

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