Join Mobile expert Hannah Chaplin as she shares best practices and real examples to help you improve your mobile apps with in-app guides.

5. Have a bit of a plan!
● What do you want to communicate
and why
○ Announcements
○ Feedback
○ Onboarding
● Who should own the plan?
○ Marketing
○ Product
○ Prod ops

6. Why engaging customers with
in-app messaging is so powerful
● React quickly
● Keep communication relevant by targeting the
right users, at the right time
● Look for tools that let you can deliver in-app
messaging without being dependent on app
updates!
● Let’s explore 3 popular use cases…

7. Use case #1:
Create a beautiful user experience
using contextual onboarding
• Make users aware of the app’s benefits and main features
• Users today don’t have patience for long intros
• Onboarding Tour: Get your users right into the app and
highlight important features
• This flow can also be used for a new feature announcement

8. Contextual onboarding tips
• Let users relaunch important guidance flows
• Prepare dedicated guidance flows
for specific app areas
• Add contextual help buttons when needed -
keep users inside your app when they need
guidance

9. Use case #2:
Increase your App Store rating
• When? Ask at the right time; while users are in your app
• How? Make it as smooth as possible by allowing in-app rating
• Who? Be smart about who you ask for rating

10. Drove a 1.5 point
increase in App Store
ratings
Improved their mobile
app experience
C H A L L E N G E S
App Store ratings were low, posing a
problem for the Sales team.
Building tooltips and walkthroughs
took up valuable engineering and dev
time.
S O L U T I O N S
Used an in-app guide to
encourage positive reviews from
happy users.
Codeless analytics and easy-to-
build guides could be deployed in
minutes by the product team
themselves.
ACME used a single in-app guide to boost
their App Store ratings from 3.3 to 4.7,
turning it from a sales liability to an asset
practically overnight.
REAL ESTATE
PLATFORM

11. ● Capture user sentiment directly in-app to get a good
response rate
● Target your NPS surveys and follow up activities so they
are timely and relevant to your users
● Gather user feedback so you know how to improve
● Create a great user experience by having a solid follow-
up process
Use case #3:
Deliver NPS + collect user feedback

12. Use case #3:
Deliver NPS in-app: Follow-up process

13. Customer engagement dos and don’ts
• Build a guidance strategy with other teams
• Know your audience; target any in-app activity
carefully
• Be respectful of users needs
• Listen to the voice of the customer + close the loop