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We tailor each demo to your specific business needs. See it for yourself and contact us today!

Thanks for reaching out! While you wait for confirmation from an Apptentive team member, you may find these free resources to be of interest:

Guide

View resource

Guide

The Five Stages of Reducing Mobile Customer Churn

Retention is a top priority for mobile marketers. Our new five-step framework is here to help you improve your existing strategy.

Download Now

Guide

View resource

Guide

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.

Download Now

The Mobile Feedback Checklist

Ashley Sefferman  //  March 14, 2018  //  3 min read

Whether it’s a notification to encourage fans to download your app’s latest update or a paid advertisement to re-engage churned customers, branded communication is an integral component to a brand’s success. App publishers have dozens of ways to communicate with their customers and deliver their messages. Unfortunately, the same is not true for customers.

At the end of the day, many customers feel that providing feedback is simply too time consuming, too annoying, and too much of a hassle. It’s much easier for them to simply uninstall your app and move on to the next alternative. Conversely, app publishers may feel overwhelmed by the idea of collecting feedback from too many of their app’s customers because they aren’t confident in their abilities to make sense of it in a way that can help drive their product roadmap.

But it doesn’t have to be this hard. There are easier ways to gather customer feedback and turn it into your app’s biggest strength, unique only to your business. Our new guide The Mobile Feedback Checklist is here to help!

The Mobile Feedback Checklist

Read on to learn more about what the guide covers, or download your free version now to get started right away.

The importance of mobile feedback

By and large, an app’s customers have incredibly limited ways of communicating with the app’s publishers as customer communication is typically one-way: business to consumer. Customers are left with no avenue to voice suggestions, ask questions, or get help.

Of course, publishers aren’t exactly raising floodgates to keep out app feedback, and may even be encouraging feedback. Currently, publishers promote two channels for feedback:

  1. App store ratings and reviews, organic or requested with a rating
    prompt or in-app CTA
  2. Email, with a redirect link or plug found in the app’s navigation or
    app store product page

These two channels package feedback nicely for publishers, bringing all communication to one, easily manageable channel. They can integrate incoming email with their CRM of choice and automatically filter reviews using any modern App Store Optimization tool. But for customers, these two channels are neither convenient nor conducive to their experience. Both channels require leaving the app, launching an app store or email client, and describing the query at hand using an obnoxiously small keyboard.

To make matters worse, neither channel offers much in the form of a response. The publisher might respond to your email, but by the time it finally comes, the issue will no longer be top-of-mind—especially as you’ve already been forced to leave the app. With an app store review, you may get a response, but few app publishers take the time to give anything more than a templated response.

Collecting and making sense of customer feedback isn’t a walk in the park for app publishers, either. There’s a big analytics challenge in finding a data scientist to set up the data cubes, pull in the right sources of information, and prepare the right views for leaders and product owners to consume. It can take months to set up a first version and years to get it right as sorting through feedback from different customer segments is difficult, especially as the size of your customer base grows.

Fortunately, it no longer has to be guesswork. Many publishers are taking big steps when it comes to better evaluating their in-app customer experience. Every day, we work with new customer-centric developers to integrate in-app surveys and customer communication tools into their apps. These tools, seen commonly all over the internet but rarely inside mobile apps, empower businesses to understand their customers. They unlock a wealth of insights in a much greater volume, and of a far more representative nature, than what the limited information app store ratings seem to convey. And that’s the focus of this new guide.

Improve your mobile feedback strategy

It’s time to start communicating with your customers where they already are: in your app. When asked for correctly, customer feedback will help improve your business by benefiting revenue, product, and data collection, but most importantly, will have a positive impact on your customers which helps drive their loyalty.

To get started, grab your copy of The Mobile Feedback Checklist and start putting customers at the center of your mobile communication strategy.

About Ashley Sefferman

Ashley Sefferman is Head of Content at Apptentive. A digital communication and content strategy enthusiast, she writes about multichannel engagement strategies, customer communication, and making the digital world a better place for people. Follow Ashley on Twitter at @ashseff.
View all posts by Ashley Sefferman >

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