Apptentive SDK 1.5.0: New Features and Updates
We’re excited to release version 1.5.0 of the Apptentive SDK that comes with many new improvements to our service. It is now easier than ever to communicate with your customers at the right time and place in your app. Both our Surveys and Ratings Prompts now use Events that allow a more personal and targeted approach to customer communication. The goal is to increase retention and create a positive customer experience that really wows your customers without interrupting them.
By using Events to track customer behavior inside your app and you can find the best place to interact with your customers. Events represent a place in your code where your customers performed an action or completed a significant milestone. Whether it is the in-app purchase confirmation page, completing a level in a game, sending exactly 10 messages, or sharing through your social networks, Apptentive keeps track of all the Events you and your team define, enabling you to perform very fine grained customer targeting to display interactions at the right moment.
The more Events you create the more opportunities you have to communicate with your customers. Our customers are finding that Events you may already track with analytic services such as Flurry, Localytics, or Google are great places to track in Apptentive as well.
Benefits of Events
- Improved customer targeting by controlling who an interaction is displayed to, when it is shown, and where inside the app it is allowed to be displayed.
- Easily create customer groups based on device and behavior to define segments of your customer base to display interactions to. You can use options such as device OS, OS version, locale country code, local country language, device model, carrier, and custom data to target the customers you want to interact with.
- The same interaction can now be set to be displayed at multiple places in the app.
- Increased ease of use for non-developers to control settings around displaying the interactions straight from our dashboard.
- A single API method to call all of our interactions.
- Surveys and rating prompts are now on the same platform, making it easier to organize and manage how many in-app interactions a customer will see.
The Right Way To Interact Inside Mobile Apps
In the beginning of 2014 there were many discussions about how ratings prompts should and shouldn’t be used in a mobile app. The truth of the matter is that the problem is larger than ratings prompts and spreads to any kind of interaction that may interrupt the core purpose of the app. Yet, it is important to acknowledge that mobile is the future tool for companies to communicate with their customers. What’s important is to establish a foundation now on how to communicate in-app the correct way.
Apptentive allows you to proactively interact with mobile customers at key moments of Happiness, Completion, Frustration and Confusion. By instrumenting your app with Events that span these 4 categories, it’s very easy for you and your team to provide support, assistance and communication at essential moments to maintain a positive customer experience. By enabling app developers and publishers to find the perfect moment to communicate with their mobile customers, we have helped boost retention in apps by over 100% and we’re confident that these new capabilities will improve that even further.
Other New Features and Updates
We’ve updated some of our Survey capabilities, increasing the power of the ratings prompts so many of you use. We’ve also released quick responses for paying customers and have rolled out reminders that help you and your team ensure that you’re on top of customer requests and conversations.
In addition to using Events to control when Surveys are displayed, Surveys have now been integrated into our Ratings Prompt. When a customer responds with “No” to the “Do You Love (AppName)” they can be shown a survey instead of a general feedback form. Surveys are great for asking specific questions to gather important information on your mobile app and get feedback from your customers in a structured format. As one of our most requested features, we’re excited to ship this to our customers and to increase the amount of information companies can glean from their customer interactions.
Quick responses are the perfect tool to quickly respond to multiple questions, feedback, or comments that are all the same. Instead of rewriting the same answer repeatedly you can write it once and then send it as many times as you need with two simple clicks from inside the conversation.
From inside any conversation you can use a pre-existing Quick Response or create a new one.
In the Settings for each app you can edit and delete your Quick Responses as well as make new ones. Every quick response that you create is saved app-wide, making it easy for every team member to use them when responding to customers.
Pending Message Notifications
We all tend to forget things from time to time. When running a business, the last thing you should ever forget are your customers. These notifications keep your customer relationships strong by notifying you when you have messages from customers in your inbox that need a response. In your personal settings, you can choose whether or not you’d like to receive these notifications. Here’s a sample email notification:
We’re excited to finally share our broader communications framework with the world, making it easier than ever before for companies with mobile apps to communicate with their customers based upon where they are in their experience, identifying moments of Happiness, Completion, Frustration and Confusion.
As with all new features and releases, we have a lot to learn, so be sure to let us know what you think by sending us any feedback that you may have. Customer feedback is incredibly important to us and we love hearing from our customers.