The Top Mobile In-app Feedback Tools of 2019
If you’ve landed on this article, you most likely already understand the immense value of capturing in-app customer feedback. The real challenge comes when you’re deciding how you want to execute on this concept and actually begin gathering mobile feedback in your own app. Where do you start? What tools do you use? How do you manage all of that data? How do you create a successful feedback ecosystem?
We’ve compiled a list of the best tools for mobile in-app feedback—from the technical, back-end side to A/B testing to analyzing VOC (voice of customer). Incorporating these tools into your customer experience tech stack will drive more engagement, deliver high-quality customer feedback, and help inform your product roadmap.
Apptimize specializes in A/B testing. This in-app analytics tool helps companies make data-driven iterations to their apps and gain a better understanding of how product changes impact customer satisfaction. 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.
The mParticle platform helps mobile marketers, product managers, and data scientists seamlessly connect mobile data with the multitude of app services powering their growth initiatives.
Even more essential, developers can remove the pains associated with constantly incorporating new SDKs into an app and focus on delivering products that transform the customer experience. It provides the speed and efficiency mobile apps require for constantly changing products while maintaining the security and integrity of existing systems.
Appsee is a mobile app analytics platform that focuses on qualitative data and is designed to help inform UX decisions. One of the most unique features is their in-app touch heatmaps. In other words, these in-app visual analytics track touch gestures. This helps product managers better understand where people are tapping and interacting with their app.
An in-app heatmap like this can also help product teams understand where customers experience frustration by tracking unresponsive gestures or where they interacted but failed to complete the desired action.
To put it simply, Apptentive is the key to connecting all of these tools. When they are all used together, it creates a powerful and incredibly valuable in-app mobile customer feedback machine. In addition, Apptentive brings all of this feedback together to develop a more holistic snapshot of the customer experience. It then enables companies to thoughtfully engage with customers at the right place and time.
Apptentive’s Apptimize Integration enables the use of Apptentive Surveys, Notes, and the Love Dialog as a follow up to Apptimize experiments for deeper understanding and qualitative analysis. For example, using the Apptentive Apptimize Integration enables you to use Apptentive Surveys to ask customers who have seen a specific variant of a given experiment about their experience. Using Apptentive Notes, you can follow up with a group of variant participants to let them know that the functionality they tested in beta is now generally available in your product.
The integration between mParticle and Apptentive allows mobile app providers to build a bond with their customers through the data that defines them. Combining the two platforms enables app providers to move with the speed and agility to meet the needs of their customers, while still maintaining the security and control required for regulatory concerns. Mobile marketers and product managers can immediately take action on events in Apptentive by simply flipping a switch. Apptentive also offers “codeless integration” through mParticle, without requiring customers to create a new series of events within their apps. Our SDK is instrumented into mParticle, and when a mParticle customer decides to leverage Apptentive, a switch is flipped on in their dashboard which gives them immediate access to Apptentive. This saves companies valuable time and resources.
When a mParticle customer creates an event in their app, the events forward to Apptentive. Customers are then able to access the Apptentive product suite to send ratings prompts, survey customers for product information, use Message Center for customer service, send notes to drive positive outcomes, and push customers to upgrade to the latest version of their app. Customers are also able to select what event data they’d like to pass through to Apptentive through flexible controls.
Finally, while Appsee provides quantitative product and UX feedback, Apptentive gathers qualitative feedback. In combining qualitative and quantitative, companies have a more holistic understanding of VOC. Apptentive also provides the channel to most effectively communicate to customers in those moments of frustration identified by the Appsee platform.
Individually, these top mobile in-app feedback tools will inform pieces of your product roadmap and provide a seamless customer experience. But when used together, they create a supremely powerful tech stack that paints a clear and actionable picture of the entire customer journey.