With over 230 million US consumers owning a smartphone and 79% of them making purchases using their mobile device, it’s safe to say the ecommerce industry is booming.1
Today, customers have no shortage of ecommerce apps and websites to choose from. The fight for users’ attention has led to sky-high acquisition costs — and uninstall rates that are just as high.
86% of shopping apps get uninstalled in the first 4 weeks of app install.
This is why the user experience is so important for your app. From the moment users install, you’re under the gun to deliver value as quickly as possible — and keep them coming back.
This post will help you turn new users into champions for your brand.
6 Steps to Boosting User Engagement
Improve your user onboarding experience
Onboarding is the first impression users experience upon downloading your app. If users don’t have a seamless experience when they first open your app, they won’t return. Here are some tips to improve your user onboarding:
Get user buy-in with an appealing welcome screen. Your welcome screen needs to provide information about your app’s capabilities. The user needs to clearly understand your USP. Check the image below to see ShowPo’s welcome screens.
Request push notification opt-in. Ask the user to opt into push notifications by conveying the benefits. Give them early access to sales or information on new categories added.
Keep the sign-up process simple. Apps lose up to 56% shoppers at the signup stage*. A simple signup form with Google and Facebook allows users to log in from multiple devices without having to remember several passwords. You could also offer Colombia Phone Numbers List a guest checkout with a friendly reminder that the user will not have access to exclusive offers or earn reward points with these purchases.
Provide quick tips to help users get started. Too much content in the welcome screen can confuse users. Instead, have visual cues mark each step in the user journey.
Shorten the path to the first conversion with relevant offers. Provide users with easy access to the offers listing page so they can check out your best offers. This will help improve your time-to-conversion metric.
Send welcome emails to help onboard shoppers. A welcome email is a great way to educate users regarding new offers, launches, and more. Also, the open rates on welcome emails are 3x greater than the average email campaign*.
If you’d like to read more onboarding tips, check out our previous blog.
These tips help build an awesome first-time user experience (FTUE) that bridges the gap between acquisition and conversion.
Don’t Neglect Unhappy Customers
Unhappy customers are 2 to 3x more likely to share their feedback than happy customers*. They are more likely to tweet, comment on your social media posts, or write a blog about their poor experience. It’s in your best interest to engage with them proactively through DM, email, or a phone call.
As a brand, it is imperative for you to engage these users and be apologetic about the bad experience. Understand their pain points and provide an immediate solution. A faster resolution turns your almost-lost user into a user who might just come back despite their bad experience.
Personalize Messaging Campaigns
Users expect personalized communication across all channels. And personalized messaging doesn’t just benefit the user — it’s proven that personalized experiences result in a 20% increase in sales*. Today users not only expect personalization in terms of marketing communication, emails, push notifications, and SMS, but also their experiences within the app.
A user’s app journey should be contextual based on their preferences, actions, inactions within the app. With CleverTap, you can build personalized experiences at scale using the Journeys tool, that bridges context and personalization in the customer journey.
Nykaa, India’s biggest multi-brand beauty retailer, runs highly targeted push notification campaigns to boost user engagement. Their push campaigns are personalized using the user’s:
Preferred category and brands
App usage patterns
Combat Cart Abandonment with Reminders
Why do your users abandon their shopping cart?
A few common reasons include:
High shipping costs or too long for delivery
Solution: Send a push notification with a “Free Shipping only for 24 hours” or “Express shipping available only for today” to create a sense of urgency. Use terms like “don’t miss the deal,” “only today,” and “last chance.”
Account creation required
Solution: Allow users to login using Facebook or Google so that the signup process is simplified and the user doesn’t have to remember multiple passwords.
Payment or security concerns
Solution: Explain the reasons behind the security measures and compliances to gain trust from your users. Educate the users of the multiple payment options that are available.
They need some more time to check other options
Solution: Embed deep links in the cart a