Introduction
Re-engaging customers at the right moment is critical to preventing churn and improving product adoption. In-app notifications provide a real-time, contextual way to guide users back to key features, remind them about unused functionalities, or offer assistance when they hit a roadblock. This article will walk you through using in-app notifications in Gainsight to proactively engage customers and drive better product outcomes.
Step 1: Identify Engagement Opportunities for In-App Notifications
Start by identifying moments in the customer journey where in-app notifications can be most impactful:
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Low Feature Adoption: Use Adoption Explorer to identify customers who aren’t fully using key product features and prompt them to engage with a notification.
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Milestone Reminders: For onboarding customers, use in-app notifications to remind users of critical milestones, such as completing setup or exploring a new feature.
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Product Underuse: Notify users when they haven’t used a feature for a certain period, encouraging them to revisit it and explaining the feature’s value.
By identifying the right opportunities, you ensure that notifications are timely, relevant, and helpful in re-engaging users.
Step 2: Create and Customize In-App Notifications
Once you’ve identified the key engagement points, create personalized in-app notifications:
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Personalize Messages: Tailor notifications based on customer data, such as how long they’ve been using your product or their current lifecycle stage. Use Gainsight PX to create and send personalized notifications to specific user segments.
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Trigger Notifications Based on Usage: Set up notifications to automatically trigger when usage data indicates a drop in engagement or feature underutilization. For example, if a customer hasn’t used a key feature in two weeks, prompt them with an in-app notification encouraging re-engagement.
Customizing notifications ensures that each message resonates with the user, making it more likely they will take the desired action.
Step 3: Monitor Engagement Metrics and Refine Notifications
Regularly track the performance of in-app notifications to refine your strategy and improve results:
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Track Notification Performance: Use Dashboards to monitor metrics like click-through rates and feature re-engagement. Analyze which notifications are driving the best results and which may need improvement.
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Refine Notifications Based on Results: Adjust the content, timing, or frequency of your notifications based on the performance data. For instance, if users are not engaging with a specific notification, try rewording the message or offering additional incentives like product tips.
By continuously refining notifications, you ensure they stay relevant and effective at driving user engagement.
Step 4: Integrate Notifications with Broader Engagement Strategies
In-app notifications should work in harmony with your broader engagement strategies to maximize their impact:
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Combine with Email Campaigns: Use Journey Orchestrator to follow up in-app notifications with personalized emails, reinforcing the message and guiding users to further resources.
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Trigger Playbooks for At-Risk Users: Automatically trigger Playbooks when key notifications are ignored, guiding CSMs through steps to personally engage the customer and resolve any issues.
Integrating in-app notifications with broader engagement efforts helps create a seamless, multi-channel approach to customer success.
Next Steps for Success
With in-app notifications set up:
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Track and refine performance: Regularly monitor how effective notifications are at re-engaging users and refine the messaging based on data insights.
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Combine notifications with other strategies: Integrate in-app notifications with email campaigns and Playbooks to ensure multi-channel customer engagement.
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