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How many times have you downloaded an app on your phone and deleted it a few days later? .
This can be due to a variety of factors, including poor app performance, slow load times, an unintuitive interface, and poor customer engagement. do you think you have?
If so, you are in the right place. This article covers app usage, user engagement, and user retention. But that’s not all. Instead of downloading from your competitors, give your app users an easy and smart way to keep them from churn and keep them coming back for more.
What is user retention and how do you measure it?
Let’s start by defining the concept of “user retention”. This is a metric that represents the percentage of users who return to your app on a regular basis. The interesting thing about user retention is that it also reveals how many users are churn.
To calculate your user retention rate, you first need to establish a specific time period. This could be the past month or week, for example, and you might want to compare that time period to the same time last year.
Depending on what kind of apps you’re running, it may make more sense to calculate user retention based on logins rather than app usage, and vice versa. Generally speaking, this is a calculation to determine your app’s user retention rate.
The number of users who logged into or used the app during the specified time period
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Number of users in the same category who have previously logged into or used the app
Now that you know your user retention rate and how it’s calculated, let’s take a look at 10 ways to keep your retention rate high.
1. Onboarding made simple and accurate
Most of us download apps because we want to simplify some aspects of our lives. Whether it’s a fitness routine, eating habits, or a simple game to kill time, I like things that work fast, well, and easily. When you’re opening an app for the first time, and another app is trying to finalize the legal signature, the last thing you want (or need) is a long app load time.
To work well and attract users in the long run, your app should keep things nice and easy from the start. This means limiting the number of welcome pages and details you provide to ensure that users have an overview of your app and how to get the most out of it.
Let them do the rest and your retention rate will skyrocket.
2. Be ultra-personalized
Personalizing the customer experience is one of the most important concepts in increasing user retention of your app. In our digital age, we are so accustomed to customized services that we have come to expect them from almost everything we use, including simple mobile apps.
Therefore, customizing the app can be easily done for user retention. To do this, you first need to collect data about your users and keep them engaged on a regular basis via in-app messages, chatbots, and emails. Communicating frequently with our users allows us to research their wants and needs in detail and to keep our offers fresh and relevant.
Likewise, such personalized and ongoing communication also allows us to learn about potential app bugs and issues and fix them quickly. This is essential as low ratings and negative reviews can have a huge negative impact on your app and its user retention.
3. Engage users with app previews
We all like to get a sneak peek at what we’re about to buy, so why not apply this concept to your app? Providing a visual tour of your app can improve user engagement and retention. A great way to elevate.
Give them a free introduction to your app before they sign up and let them know how awesome your app is, how beautifully designed it is, and how easy it is to use.
4. Incorporate hotspots and tooltips
Did you recently add new and important functionality to your app? Make use of interactive content devices such as hotspots and tooltips to let users know about it. These simple additions are great at increasing engagement and retention because they make users feel more valued and involved in the inner workings of your app.
Hotspots are small circles that appear on your screen to indicate hints and hints about app functionality. New app users must click the hotspot to see the tip. The hotspot disappears from the screen.
Tooltips, on the other hand, are brief advice and explanations that appear when the user hovers over an app icon. Unlike hotspots, tooltips are more descriptive than action-driven, so they don’t always prompt the user for a specific action.
Five. Make tutorials and app tours optional (easy to skip)
So far, we’ve talked about how important it is to give your users, especially new users, tips and support to get the most out of your app. However, it’s equally important to remember that not everyone likes this approach.
In some cases, users may revert to an old app they were already using or open a new user account. In other cases, users don’t bother waiting for their virtual tour to end and just want to start using the app right away.
Whatever the reason, remember to always make app tours and tutorials optional and give users the option to skip them with a single click.
6. Go a step further with in-app customer support
A high user retention rate depends on providing excellent customer support. But no one wants to call an international number when he’s having problems with his mobile app. Effective and efficient support should be provided within the app itself, including fast and guided support. How to create a digital signatureThis is to make the whole experience smooth, seamless and comfortable.
Create a way for your customers to talk to support whenever they need it, via in-app chat links, chatbots, or links that direct them to your help center or troubleshooting services.
7. Use email to communicate outside the app
Just because you’re running a mobile app and communicating primarily within the app doesn’t mean you should abandon other means of communication entirely. For example, consider email.
Using email to interact with your users is a great option when it comes to increasing retention. There are many ways to use email.
- Send welcome emails to new users: There are two different ways to do this. First, you can send a welcome email to all new users to briefly introduce your brand and app and provide guidance on how to use it. The email can also encourage you to take action and reach out to our team if you have any questions, comments, doubts, or encounter issues with the app.
Apart from this, you can send another email containing a small gift to the new user, either in the form of a freebie or discounted product or service. Don’t worry. It doesn’t have to be too expensive. It’s a way to say thank you for downloading the app and showing your support means a lot to you.
- Send emails to users based on their actions within the app: This approach is especially useful if you notice that some users aren’t taking advantage of one of your app’s features. In these emails, encourage them to explore the app further and discover all the different things it can do.
- Send emails to users at risk of churn: Collect information about users who are likely to churn and target them with special and attractive content such as discounts, offers and giveaways.
- Send an email to all users when a new feature or version of the app is launched: This is one of the few cases where you can send the same email to your entire user base. Whenever you release a new feature or upgrade your app, send an email to inform your users of the change and invite them to check it out.
- Create email drip campaigns for business users: This mainly works when running business-oriented apps and should consider user roles. Instead of sending generic emails to the entire company, relevant content should be sent to the right people.
8. Get the most out of push notifications
Want to share tips, advice, and resources with your users without mass emailing them? Then push notifications are a great alternative. These can be used to prompt users to perform specific actions within your app.
Not only does this encourage users to engage more with your app, but it also helps protect their privacy and personal time, such as signing a business associate agreement, by offering tips and advice in a more respectful way. You can show that you care.
Remember, however, that you should provide users with the option to choose to “opt-in” to push notifications. Otherwise, users will not be able to receive push notifications.
9. Embed In-App Messages
Whether your app features team chat or not, enabling in-app messages is a powerful option for increasing user engagement and retention. As mentioned earlier, you should provide in-app customer support to improve the user experience and, as a result, increase retention.
But there are more. You can also run in-app marketing campaigns, advertise deals, offers and promotions, and send freebies to your loyal users. In-app messages are also useful for alerting users about new app versions, failed payments, or other potential app issues.
Ten. Provide value and keep improving
This may sound obvious, but it’s a benefit to consider as app user retention spikes and remains high. At the core of good and stable app retention is, after all, a good, solid, well-performing app.
Your app should provide a lot of value to your specific users, and you should constantly evaluate its performance and react quickly if you feel it needs improvement. Check app ratings, read (and reply to) app reviews, and address anything that users may deem harmful to her engagement rate.
User retention automatically increases when you introduce a product that is high quality, performs as it should, and offers the right kind of value to your users.
Increase your app’s user retention rate today
Increasing your app’s user retention is no easy task, but the 10 tactics outlined in this article should give you a solid foundation to get started. Remember, hyper-personalization, relevance, and strong performance are all important aspects to consider.
Likewise, you should keep in mind that communication with users inside and outside your app is of utmost importance as it helps drive engagement, loyalty and ultimately retention.
About the author
Jauchen Zalemba PandaDoc Demand Generation Director
Yauhen is PandaDoc’s Director of Demand Generation, providing proposals, documentation, project estimating software, and more. He has been working as a marketer for over 10 years of his life, with the last 5 years dedicated to the e-signature, proposal and document management market. Yauhen has experience speaking at niche conferences where he enjoys sharing his expertise with other curious marketers. In his spare time, he is an avid fisherman, going fishing nearly 20 times each year.
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