There are many ways to get more customer engagement in Receptive.
But before we jump into how to get more - here's a glimpse at what you could achieve!
The graph below shows the average activity over 12 months using Receptive. You can see that the green line shows the new requests that are coming in, but look at all the other customer activity beneath the surface:
So how do you get all of that activity? Read on...
Your "Receptive" link
Make sure your in-app link to Receptive is in a prominent place and clearly worded. Ideally, to cut down even further on support tickets, put it right next to your support link.
Veeqo's link is a great example, which is always showing in their static footer right next to their help center button:
When you're launching Receptive, make sure your customers know what Receptive is, why it's so beneficial to them, and how they can use it.
You can announce Receptive via:
- Intercom / in app chat
- Customer email update
- Prospect / marketing email update
- In-app notifications / updates
- Blog post
- Social media
Bonus: Anything public facing can work as a sales tool to let your prospects know that you take their feedback seriously!
Here's a template to get you started with this announcement.
To boost your launch announcement, consider including a...
Have your CEO (or other executive) record a 1-2 minute video explaining what Receptive is, what your goals are with Receptive, and how it will benefit your customers.
It can take a little organizing but the time spent is worth the effort for the amount of buy-in & engagement that is created.
Share this video with your customers, on your blog, and on social media.
Here's a great example of our customer Planet DDS and their manager explaining what receptive is:
When Veeqo launched Receptive, they sent out an engagement email and received a 40% increase in engagement.
You can send out your engagement email in two clicks on a regular basis.
This is much more effective than simply sending announcements because it's 100% personalized to each user and allows your customers to login directly with one click.
It includes each user's latest priorities, new features you've released that they've requested, and new requests that they can vote on:
Tip: You can preview what each of your customers will see by going to the drop down icon > Customers > Engage more customers > Preview.
Remind your customers in your newsletters and marketing communications to keep their priorities updated.
Over the phone
If you're on the phone with a customer, ask them if their top priority is still current. If not, update their priorities for them!
Much like you wouldn't expect engagement straight after a first date, you shouldn't expect engagement with customer feedback right away. It's a process.
- Review new requests every week and move them to awaiting feedback
- As soon as your product team has reviewed a request and made a decision, update that request in Receptive so your customers are notified
- 198% increase in logins.
- 115% increase in votes.
- 280% increase in new requests submitted.
So basically, the more you use Receptive to manage your customer feedback, the more engagement you'll start to see.
It's all about building trust with your customers, leading to a snowball effect of more engagement and activity as you update your roadmap and release log.
And don't forget, underneath the surface, as you build that trust and engagement, you're also saving your teams hours, days & weeks of time: