How to improve mobile banking experience with in-app messages?
How to improve mobile banking experience with in-app messages?
Great advantage of in app messages is that they do not require opt-in from the user compared to push notifications or web push. You can immediately reach your whole user base. However, you do want to be cautious, because un-personalized, general notifications do frustrate users and can lead to the deletion of the mobile app. Personalizing your communication has additional benefits for your users, then simply reaching them with a general offer, which make it more engaging and more likely to get responses to.
Let’s see a few examples for in-app messages that provide added value, without being just another notification, which they will ignore.
Increase customer retention and usefulness of the mobile app
One of the greatest struggles of mobile app offerings is to keep the customers using the app after they have been downloaded from the store. Many people stop using the app after the first time and delete it eventually.
A great way to make sure that the user keeps using the app is to help her understand how it works and what great things she can do via your mobile app.
In-app messages provide a great opportunity here. With these type of notifications companies can explain their users how to use the app in a timely and relevant fashion.
The user will feel more empowered and encouraged to keep using the application.
Notify customers regarding the unavailability of the service
People want to make sure they can handle their financial transaction in a timely and orderly manner. Unfortunately, it can happen that transactions cannot be completed at a given moment, due to internal issues or external events.
Using in-app messages is a great way to notify customers about upcoming maintenance activities or send reminder about public holidays, in advance.
Not only will customers be less frustrated and thankful to get notified on time to be able to adjust their transactions, it will also reduce the bank’s customer service costs. Instead of customers having to call with the bank to get information about the unavailability of the service, the mobile app can be used to communicate in advance.
Educate customers and create up-and cross-sell opportunities
Due to automatic update feature on mobile phones, often an update can go unnoticed by the user. A great way to keep the user informed about new feature added to the app and increasing engagement is to educate the user with in-app messages about these updates and show them how they work.
Next to educating, in app messages can also be used to offer relevant offers to users based on the information available about them. Due to smart mobile technologies like location tracking or in app behavior tracking, user can get personalized offers based on their needs.
Frequent travels can get travel insurance offers while someone who’s account balance has decreased below a certain threshold can get an overdraft loan, to weather temporary decrease in their funds.
These offers are great, because they cater to the user personal situation, instead of offering a general service, which she doesn’t need.
Conclusion
Benefits of this personalized communication reach far beyond just good user experience but also provide other benefits, such as possible decreased costs on the bank’s side and increased engagement on the user’s side.
Great advantage of in app messages is that they do not require opt-in from the user compared to push notifications or web push. You can immediately reach your whole user base. However, you do want to be cautious, because un-personalized, general notifications do frustrate users and can lead to the deletion of the mobile app. Personalizing your communication has additional benefits for your users, then simply reaching them with a general offer, which make it more engaging and more likely to get responses to.
Let’s see a few examples for in-app messages that provide added value, without being just another notification, which they will ignore.
Increase customer retention and usefulness of the mobile app
One of the greatest struggles of mobile app offerings is to keep the customers using the app after they have been downloaded from the store. Many people stop using the app after the first time and delete it eventually.
A great way to make sure that the user keeps using the app is to help her understand how it works and what great things she can do via your mobile app.
In-app messages provide a great opportunity here. With these type of notifications companies can explain their users how to use the app in a timely and relevant fashion.
The user will feel more empowered and encouraged to keep using the application.
Notify customers regarding the unavailability of the service
People want to make sure they can handle their financial transaction in a timely and orderly manner. Unfortunately, it can happen that transactions cannot be completed at a given moment, due to internal issues or external events.
Using in-app messages is a great way to notify customers about upcoming maintenance activities or send reminder about public holidays, in advance.
Not only will customers be less frustrated and thankful to get notified on time to be able to adjust their transactions, it will also reduce the bank’s customer service costs. Instead of customers having to call with the bank to get information about the unavailability of the service, the mobile app can be used to communicate in advance.
Educate customers and create up-and cross-sell opportunities
Due to automatic update feature on mobile phones, often an update can go unnoticed by the user. A great way to keep the user informed about new feature added to the app and increasing engagement is to educate the user with in-app messages about these updates and show them how they work.
Next to educating, in app messages can also be used to offer relevant offers to users based on the information available about them. Due to smart mobile technologies like location tracking or in app behavior tracking, user can get personalized offers based on their needs.
Frequent travels can get travel insurance offers while someone who’s account balance has decreased below a certain threshold can get an overdraft loan, to weather temporary decrease in their funds.
These offers are great, because they cater to the user personal situation, instead of offering a general service, which she doesn’t need.
Conclusion
Benefits of this personalized communication reach far beyond just good user experience but also provide other benefits, such as possible decreased costs on the bank’s side and increased engagement on the user’s side.
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