"Consumers are getting bombarded with marketing messages, so in order to get their incredibly valuable feedback, companies must solicit that feedback at the right moment, and via the right medium—mobile," said Robi Ganguly, CEO of Apptentive.
Seattle, WA (PRWEB) July 19, 2016
Apptentive, the mobile customer engagement software for enterprise apps, brings NPS to mobile apps with the latest addition to their product suite: NPS for Mobile Surveys. With advanced targeting capabilities, and a mobile-first approach, Apptentive is challenging traditional NPS response rate expectations by helping brands reach out to their consumers at the right place and right time in their mobile journey. This approach allows companies to hear from a significantly larger group of their customer base as compared to desktop and web, and unlock insights that build out customer profile data that previously did not exist.
“The elephant in the room with NPS has been that while companies acknowledge the value of collecting NPS, they hear from an abysmally low percentage of their customers, particularly in B2C. Consumers are getting bombarded with marketing messages, so in order to get their incredibly valuable feedback, companies must solicit that feedback at the right moment, and via the right medium—mobile,” said Robi Ganguly, CEO and Co-founder of Apptentive. “With the addition of NPS to the Apptentive product suite, they can do this easily.”
Apptentive’s segmentation and in-app messaging capabilities amplify the power of NPS—imagine the value in easily designing campaigns to turn detractors into promoters, move passives up on the NPS scale, and identify power-customers to participate in product development (such as beta-testing). By segmenting detractors, passives and promoters in specific ways, companies move from tracking a number to taking action. While follow-up is historically challenging after NPS, Apptentive’s NPS Surveys make it a core part of the strategy.
“Increasing the percentage of customers who respond to NPS is a game changer. Not only does it help our customers know how they’re doing by measuring customer satisfaction, it allows them to make more customer-centric business decisions—changing the trajectory of their entire business,” said Christy Culp, Head of Customer Success at Apptentive. “With our suite of tools, our customers can pinpoint areas of opportunity for increasing retention, and customer lifetime value.”
For more information on NPS for Mobile Surveys, please visit: http://www.apptentive.com/blog/announcing-nps-for-mobile-surveys/.
Apptentive’s mobile customer engagement software helps companies listen to, engage with, and retain their customers. The product gives brands the opportunity to identify who to talk to, intelligently engage user segments, and mobilize customers to take action through in-app messages, surveys, and ratings prompts. Integrated into thousands of mobile apps, Apptentive helps companies engage mobile customers, boost app ratings, drive downloads, and earn customer loyalty. The company powers millions of customer conversations every month for companies including Concur, DraftKings, eBay, eHarmony, Intercontinental Hotels Group, Nordstrom, and Zillow. The company is based in Seattle, Washington.