Reduce customer churn with in-app messages

Business Benefits

Improve customer support and retain more customers.


Send an effective welcome message to introduce your brand to new customers and show them how to get started with your products or services.

Your welcome message should be personalized to build trust with new subscribers. If your brand is more casual in nature and geared towards female millennials, you may consider using a greeting like Oh, hey girl!

The welcome message should be sent automatically once a user downloads your app. The message should tell prospects about your company, how your solutions can help them, and the next steps they can take. Some tips for a successful welcome message are to:

  • Greet users by their first name.
  • Introduce yourself in a friendly way.
  • Use a warm tone, as it will determine whether the next onboarding texts get read.
  • Offer an engaging next step to encourage visitors to continue using your app. For example, invite users to update their profile page or sign up for a webinar.

Use in-app messages to send an interactive walkthrough of your products or services to new subscribers.

Take advantage of subsequent user logins to improve the onboarding experience. Use in-app messaging to highlight guided tours that show the user around and demonstrate the value of your solutions.

Segment your users to send more personalized in-app messages and improve message open rates.

Use in-app data to segment users into groups based on attributes like behaviors, milestones, and goals. This allows you to offer contextual and relevant messaging.

Each user should receive a message that’s based on their past preferences and interactions with your app. Users are more likely to engage with in-app messages that are relevant to them. Segmenting users also has a positive effect on lead conversion.

Engage your audience and ask questions that encourage them to respond.

Find out:

  • Whether they need help to get started.
  • If they have ideas for new product developments.
  • If they need to speak with a live support representative.

Offer help whenever you notice a customer is having a hard time on your platform. Provide tips or offer to hop on a call with them.

Request feedback on new features or solutions you’re promoting to show users that you value their input.

  • Use in-app messaging to confirm that you’ve received feedback.
  • Use the feedback to make improvements and improve the user experience.

Automate your processes to send timely responses and prevent churn. Greet your customers with positive phrases that show appreciation, like glad to see you or we missed you. But, don’t forget that a customer service-oriented culture prioritizes human interactions.

Integrate live chat into your app to enable instant messaging. This allows you to render quick help to customers who are looking for immediate answers. Real-time help maximizes the user experience. Also, ensure that your customer service reps are available to respond to questions in a timely manner.

Use tools like Hotjar to identify rage clicks or repeated clicks on specific elements of your app. Implement fixes immediately to decrease user frustration.

Rage clicks may signal problems on your site such as bugs, broken elements, slow loading pages, or dead links. Detect rage clicks during in-person usability testing or with session recording features in Hotjar. Session recordings track taps, mouse movements, and scrolls across multiple pages, offering insights into how users interact with or react to the features of your site.

Use tools like Pendo and Intercom to drive more customer satisfaction.

Intercom lets you deliver messenger based experiences across the customer journey. It supports web based, iPhone, and Android platforms and offers knowledge based customer support. A knowledge base is a collection of help articles featuring solutions to the most common issues.

Pendo is a product experience platform that lets you collect feedback, record product usage data, and leverage in-app messaging to influence user behaviors. It only supports web based platforms, but offers phone customer support.

We use Pendo Guides for this type of walkthroughs. It is quite easy to set up the walkthroughs using their designer. Intercom also offers this feature and is quite simple as well as other CS features.

The walkthroughs should be targeted based on user’s actions so you’re not annoying people who are already aware of a feature highlighted in the guide.