Understanding how your customers are using your mobile and web applications is critical to improving both your customer engagement efforts as well as your products themselves. You can use the usage data collected by Amazon Pinpoint to identify opportunities for product improvement, trigger messages when customers take certain actions, create dynamic or static audiences, and analyze how your messages impact downstream behavior. Learn more about usage analytics.
IMPROVE YOUR PRODUCT
You can use application usage metrics drive better product decisions. For example, you can identify stages where customers tend to stop using your mobile or web application. Then, if you determine that this trend is caused by a poor product experience, you can improve that experience and re-engage your customers with personalized messages. You can also trigger feedback requests to send at certain stages of a customer’s journey, such as after they make a purchase or try a new level in a game, and then use the feedback to inform detailed product improvement plans.
INCREASE CUSTOMER RETENTION
Usage behavior can help you identify customers that are at risk of churning. You can then send them messages designed to re-engage them, such as special offers, reminders, or tips for how to successfully use your product. This helps you mitigate churn and enhance the customer experience, leading to improved retention rates.
SEND TIMELY MESSAGES
With event-based campaigns, you can trigger your campaigns to begin when your customers take, or fail to take, specific actions within a certain timeframe. This allows you to instantly send a congratulatory email when a customer reaches a certain level in your mobile game or send a reminder to a customer who left unpurchased items in their shopping cart.
You can customize the events that you track to ensure you are collecting usage data about interactions that are important to your business. For example, a video streaming company can track custom attributes and metrics, such as video titles and duration of videos watched, to understand which videos resonate best with their customers and to deliver personalized messages that includes content related to videos that customers previously viewed.
CONNECT ENGAGEMENTS TO OUTCOMES
Usage data allows you understand how your engagement efforts impact outcomes in your mobile and web applications. For example, if your ideal outcome for a promotional campaign is to drive purchases of a newly released product, you can create goal events that you track in Amazon Pinpoint. You can then analyze which campaign drove the most purchases, attribute the success to those engagement efforts, and optimize future engagements to lead to similar outcomes.