At Appcues, we’re all about empowering businesses to drive meaningful interactions with their users. While converting, activating, and onboarding individual users are crucial steps, engaging customers at the account level is equally vital for sustained growth and retention.
So let’s dive into 10 strategies for effectively engaging with accounts through in-app messaging:
1. Trial account conversion
Keep trialers in the loop by proactively notifying all users related to the account about upcoming free trial end dates. This gentle nudge encourages users to take action before their trial expires, increasing the likelihood of conversion.
Best pattern: Banners
2. Renewal reminders
Don’t let subscription renewals slip through the cracks. Send likely-to-be-seen reminders (automated by renewal dates) that prompt users to renew their subscriptions hassle-free.
Best pattern: Banners
3. Personalized 1:1 conversations
Make sure users know where to turn to for help and assistance. Automatically pull in the sales rep or CSM that owns the account, include their picture and calendar link to allow prospects and customers to schedule meetings effortlessly.
Best pattern: Slideouts (for a one-time push); Pins or Launchpad (for a standing link to chat)
4. Upsell opportunities
Maximize revenue potential by strategically gating features and prompting users on specific plan tiers to upgrade for access. Plus, highlight the value proposition of premium features to encourage upsells effectively.
Best pattern: Slideouts
5. Drive action at scale
Identify key activities that drive value for both users and your business, such as adding billing information or completing setup steps. Surface these actions to all account users, driving engagement and progress.
Best pattern: Slideout
6. Customized onboarding
Tailor onboarding experiences based on account properties to deliver personalized journeys that resonate with each segment. Whether it’s industry, monthly recurring revenue (MRR), company size, or location, leverage account attributes to create relevant onboarding experiences that cater to diverse needs and preferences.
Best pattern: Flows
7. Proactive support
Anticipate and address account concerns before they escalate by offering proactive support within the app. Provide helpful tips and guidance related to specific account needs.
Best pattern: Pins
8. Feature adoption campaigns
Encourage users to explore and adopt new features by launching targeted campaigns within the app. Showcase the benefits and functionality of recently released features, driving usage and engagement across the account.
Best pattern: Tooltips
9. Feedback loops
Soliciting input from your most important accounts and send surveys from their CSM to add a personal touch that’s more likely to garner responses.
Best pattern: Slideout
10. Celebrating milestones
Recognize and celebrate key milestones achieved by users within their accounts. Whether it’s reaching a usage milestone or account anniversary, have a little fun and acknowledge these accomplishments with personalized messages or rewards, reinforcing positive behavior and fostering loyalty.
Best pattern: Slideout
Conclusion
It’s easy to pull in any and every account attribute (MRR, size, industry, renewal date, plan type, etc.) you care about (right from your CRM) and send in-app messages to the users of those accounts within Appcues.
Appcues is ready and excited to help you build lasting relationships, drive retention, and maximize revenue opportunities. Chat with our team of product experts to take your in-app account strategies to the next level!
