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Gainsight Inc.

Which In-App Engagement 'Type' to use when

Overview

The following are the different types of engagement with various use cases and best practices to provide a personalized user experience.

Types of Engagements

Dialogue

  • Announcements - New Product Releases and Upcoming Webinars.
  • Free Trial Conversions
    • Show a Dialogue/ Bar at the bottom either upon log in or when the user tried to access the premium features.
  • Planned or Unforeseen system outages.
  • To Share Important Information - New Releases, End of Trial, Company important news relevant for customers, etc.

Note: Dialogue engagements do not support selector editing and text matching on page elements. This option is critical if the URL doesn't change for the page where you want to display an engagement.

Slider

  • New user on-boarding where each slide contains a concept/value prop, etc.
    • Welcome message
    • A reminder of value props
  • “What’s New” in the form of more prominent new features being introduced.
    • A heavily requested feature from your community is released; Point it out to show you are listening and implementing their ideas.
    • A quick-release that solves an often reported bug or issue that is causing customer complaints.

Guide

  • Welcome Guide/Quick Platform Orientation - Use a combination of Dialogues and Tooltips
    • Welcome Dialogue upon login followed by multiple Tooltips pointing to different areas of the product on the Home Page -> Congratulatory Dialogue upon Completion.
  • New User On-boarding - Use a combination of Dialogues and Tooltips
    • Welcome Dialogue upon login followed by multiple step-by-step tooltips spanning multiple pages guiding them to complete an on-boarding flow -> Congratulatory Dialogue upon Completion.
  • Feature Activation to guide our users to new features or existing features they have yet to take advantage of - Use a combination of Hotspots, Tooltips, and Dialogues:
    • Tooltip is activated on the feature -> User clicks to launch the Guide -> Dialogue to give an overview -> Tooltips to guide user journey. 
  • Assist a user on how to complete critical product tasks - Use a combination of Dialogues, Tooltips, and Tooltip.
    • Show a Dialogue when a critical flow has been unfinished for more than XX days -> Use Tooltip and “Redirect element to..” the unfinished step -> Tooltip pointing to your CTA -> Congratulatory Dialogue.

In-app Surveys:

Net Promoter Score (NPS)

NPS is a signal and should be measured over-time for any of the following:

  • To segment users and priorities
  • To identify room for improvements
  • To identify and convert detractors
  • Identify promoters for referral marketing channels

Customer Effort Score (CES)

Close the feedback loop and gather relevant information about specific user experiences. Gives information about our customers how difficult it is to use your product. Few of the use cases:

  • After a user completes a key action/on-boarding (contact with a core or secondary feature)
  • After using a newly-released feature/reaching a milestone
  • After customer support or educational sessions

Rating

Rating survey is a great way to measure interaction satisfaction for:

  • Newly released feature 
  • One of your core features
  • Customer Interaction

Boolean

Great way to measure basic satisfaction for:

  • Newly released feature 
  • One of your core features
  • Customer Interaction

Multi-Questionnaire:

A great way to capture user intent/experience for:

  • User on-boarding 
  • Collecting targeted feedback on specific topics
  • Post NPS response to get more detailed feedback

Emails

  • Re-engage users who have not logged in to your system for more than XX days and bring them back to your product.
  • Executive communications for those who are not daily users.
  • Releases Notes or Configuration Instructions.
  • Marketing Content.

For the best timing and relevancy to avoid overwhelming users with engagements, refer this guide which lays out a Trust Framework.

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