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2020 Mobile App Engagement Benchmark Report

Apptentive’s annual mobile app engagement benchmark report serves as a baseline to help app publishers across categories understand their app’s engagement strengths and areas for improvement.

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Company News

Apptentive and Customers Celebrate Major Milestones

Robi Ganguly  //  February 3, 2016  //  4 min read

At Apptentive, we believe it’s about time companies stopped making just software and started designing more customer-oriented experiences. Our customers are dedicated to their mobile consumers, and we’re proud to help them build stronger relationships, gain actionable feedback, and build loyalty.

Today I’m excited to announce some major milestones we’ve experienced with our customers over the last year, and to share insight into what we’re looking forward to in 2016.

2015 brought great metrics

Our joint commitment to building a better mobile world really shined in 2015, bringing the number of mobile consumers we’ve reached to new heights. We’ve powered over 120 million customer conversations on more than a half a billion mobile devices around the world. Our customers’ conversations increased by 136% in 2015, which is a result of our emphasis on consumer receptiveness, leading to a 90% response rate to mobile interactions.

While brands traditionally reach only 1% of their customer base, Apptentive has helped our customers boost engagement to 23%, reaching 20 times more customers than the conventional rate.

Apptentive boosts customer engagement rate to 23%

2015 also brought some amazing deals. We’ve had the opportunity to work with incredibly successful companies across many verticals, but the part that makes us happiest is how we make our customers feel: more empowered in their work, and more tuned-in to their mobile customers.

I’d love to share some of our favorite pieces of customer feedback with you. Here’s what our customers had to say about their 2015 experiences with Apptentive:

“We are so happy with Apptentive! When I’m having a bad day, I go in and look at how great our ratings and reviews are to make myself feel better.”

“Surveys are the only qualitative source of info we really have about our customers—they are invaluable. It’s so huge for us to be able to better understand the impressions and sentiment that our customers have of/towards us.”

“I’m pretty excited about the results of our pilot. I paused the Note for the free app after only four days because we’d had over 1600 responses!”

“Folks above me had some questions about a planned feature, so I decided to throw a survey up on Apptentive. My manager was very impressed when less than 24 hours later, I had clear data points based on hundreds of responses!”

“Apptentive’s SDK was the easiest integration I’ve done. It just works. It’s dead simple.”

“Apptentive has been vital in improving our mobile app ratings, growing our user base and fielding support issues.”

“An amazing tool that revolutionized how we interacted and supported our mobile customers.”

Team growth

To support our massive growth, our team has tripled in size in 2015. Our team is dedicated to helping our customers listen to, engage, and retain their mobile customers, and we’re excited to continue this growth in 2016.

We’ve also put a focus on fostering a culture of developers who are customer-focused. Last year, we hired two Associate Engineers in order to have engineers on the frontline to help support customers. The main benefits of our Associate Engineers are two-fold: 1) When our customers submit a support request that might be a bit more technical, they speak with technically trained staff members to help them solve their problems quickly and efficiently, and 2) our Associate Engineers are able to be our customers’ voices during engineering project prioritization, ensuring we always have our customers’ feedback included in our product building process. It’s been incredibly effective to our process, and we are lucky to have our AEs as part of team Apptentive.

The Apptentive Family

In sum, 2015 was an impressive year for team Apptentive. Here’s a quick visual of all we accomplished:

Apptentive growth and company milestones infographic

A new web presence

Over the last few weeks, you also may have noticed a new look and feel around our website, Apptentive.com. Last year’s growth spurred the need for a brand refresh, which we were thrilled to reveal at the end of January.

The updated website is tailored to better suit the needs of our growing community of mobile enthusiasts. We even added a brand new resources hub where you can sort through free, educational guides, checklists, videos, and more on all things mobile.

As always, the Apptentive blog will continue bringing you regularly released content on mobile industry changes, app marketing tips, product updates, and general mobile news. If you’re a mobile industry leader and are interested in contributing to our blog, we’d love to hear from you.

Looking ahead

With all the changes and success our team saw in 2015, I can’t wait for what the new year holds. Stay tuned for some incredible product updates over the next few months, along with many exciting changes to our fast-growing team.

Thank you to everyone who’s joined us on our journey so far; we couldn’t do it without you. If you haven’t yet seen what Apptentive has to offer, I encourage you to reach out to hear more.

About Robi Ganguly

Robi Ganguly is the Co-founder and CEO at Apptentive. He is passionate about giving customers a voice via mobile. Follow Robi on Twitter @rganguly.
View all posts by Robi Ganguly >

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