3 ways to upgrade mobile customer engagement in 2021

3 ways to upgrade mobile customer engagement in 2021

3 ways to upgrade mobile customer engagement in 2021
Natalie Karakina
Chief Marketing Officer at InAppStory

Nowadays when technology is more accessible, making an app is easier than ever. But it is also more difficult than ever to get a user’s attention and convert them into loyal customers. Users only spend a certain amount of time on online activities. So if you don’t have an effective strategy to grab the users’ attention, somebody else will. In today’s article, we will show you 3 trendy ways to tackle customer engagement in 2021. Scroll down to check them out!


1. Influencer marketing


In 2021, the influencer marketing industry is expected to be worth $13.8 billion. It’s safe to say influencer marketing is becoming super effective as 89% of marketers believe influencer is better, if not as good as other marketing tactics. Influencer marketing is showing a plethora of benefits to businesses: 

  • Brands gain better exposer to the audience. Even though each year, businesses are spending billions of dollars on digital ads, this marketing method shows some egregious shortcomings. A recent study shows that 40% of web-user have ad-blocking software, and 55% of them don’t trust the ads they see. Meanwhile, 74% of people trust buying guides on social media. 
  • Cost-effective. Influencer marketing shows the best ROI compared with other common digital marketing strategies such as paid ads or email marketing. There are many reasons why it is the most cost-effective solution. First, it has a low production cost. Brands don’t have to hire professional photographers to make flawless video advertisings. They only pay for influencers to take their own photos and post on social media. Second, influencers have lower CPM compared to ads. Third, the engagement of an average influencer post is 4 times higher than a brand’s post. 


Let’s take a look at a winning case study from the mobile game Disney Emoji Blitz. Twitch streamer CupQuake joined the partnership with YouTube to promote an online game event. The influencer simply published a Twitter post announcing the new event, with the affiliate link and also a chance for players to win an in-game character. 


influencer marketing example
The truth is that people love recommendations


2. Mobile app Stories


As 500 million Instagram users use Stories on a daily basis, Stories has become an effective channel for businesses to deliver their content and expand engagement on social media. But have you ever think of using Stories in your own app? Let’s see why Stories can bring huge benefits for your mobile app engagement

  • Encourage user interaction. Don’t make your app a one-way communication. Customers are human and they want to share their opinions and ideas all the time. They want to be heard. With Stories, you can encourage users to share their thoughts and feelings via like/dislike, favorite, or share via social media. This allows users to engage more with the brand and strengthen loyalty. 
  • Build personalized content with multi-media types. Since impersonal content makes at least 71% of customers frustrated, customization plays a significant role in helping boost engagement. Stories allow you to design user-centric content using multiple media types such as animation, text, images, layout, links, widgets, leveraging your mobile app personalization to the next level.  
  • Make ordinary activities more interesting. You can make basic content such as the onboarding process, survey, quiz become more interesting with Stories. Stories are fun, appealing, easy-to-access - perfect for refreshing the content. 


3. Offer in-app customer support


in-app customer chat bot
Chat with a customer — probably the best way to support one today


In-app support allows users to communicate with the customer support team instantly inside the app without having to switch to another platform. This app feature is extremely time-saving and convenient to users. 


When users want to contact the customer support team, they usually have to go through many steps. First, go to an app’s official website. Second, navigate to the support page. Third, sign in with an email or social media account. Next, verify the account via email or SMS. Then, submit a ticket or email. 


All of these steps can be eliminated by in-app support. Users can reach out to the support team when they’re using the app to ask for bug fixing, etc. When you help customers save time and bring more convenience to them, they’re more likely to stay with you for a long time. 


Some tips to design an in-app support feature: 

  • Make an intuitive and visually appealing design. Many mobile apps use designs similar to Facebook Messenger or SMS, making it so easy for users to use the feature. 
  • Create a knowledge base with the search bar. This combo will help users find their solution real quick without having to wait for a response from a customer support team. This is so time-saving for both users and supporters. 
  • Make automatic follow-up. Consumers don’t like their complaints unresolved. Therefore, automatic follow-up can be a good way to let them know they’re heard and their concerns will be solved soon.  



Find the best mobile app customer engagement strategy


It’s important to start the experiment and A/B testing as much as possible to figure out which strategies are the best for your app. Don’t focus too much on following trends. Rather, find a solution that fits your budget, your industry, and your customer persona. 


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