User engagement – Strategies

User engagement is the measure of how often users interact with your product – either through the app, device, or a combination of both.

It's an incredibly important measure of customer experience and satisfaction, so improving user engagement should be a key goal in your campaign plan.

Let's look at some top user engagement strategies and how they can help you.

Create a user journey

Map out the end-to-end journey of your users and look for points where engagement is particularly low, or churn is particularly high. And be sure to incorporate your yearly calendar to spot usage patterns based on seasonality.

This holistic approach can quickly inspire new campaigns with the power to make a difference overnight.

For example: If you notice that engagement dips by 20% after the first three months, you could set up an educational sequence to start sending just before that point to keep users engaged.

Drive feature adoption

Use Copilot.cx's Segmented NPS to identify features that correlate with high customer satisfaction.

If any of these features have below average engagement, set up a feature adoption campaign to encourage more users to give them a try.

For example: If smart bulb users with an active day-and-night routine have an average NPS of 80+, set up an email and in-app sequence to promote it to other user segments.

Educate your users

There are two main reasons for low engagement:

• Your users don't understand the value they're missing out on
• Your users don't know how to access that value

To keep your users engaged, send out regular educational campaigns to help address those two points.

For example: "How our robot vacuum saved Jessie 21 hours per year".

Guide users through their problems

When it comes to churn and returns, technical issues are a high-risk area.

So look out for anything that could be tripping your users up and set up automated issue handling campaigns to solve their problems in real time.

For example: If a user fails to connect their device to their network within X hours, send a short guide to help them out.