Did you know that the average mobile user uses nine apps daily, and that number climbs to 30 monthly?
Today, we have different apps and tools for almost every aspect of our lives at our disposal. From fitness and meditation apps to productivity and communication tools, it's often quite hard to choose which app to use.
Considering the competitive market, app makers need to go above and beyond to make their apps attractive to consumers and increase app engagement. Besides making a truly useful app, they need to engage users and retain them to ensure their app's success.
Here, we share useful app engagement statistics along with customer engagement statistics to help you scale your product faster and easier.
How Do You Measure App Engagement?
Before we dive in and provide you with our list of user engagement statistics, let’s see how app developers can measure their app engagement and what metrics are vital. They should measure:
Engagement rate. The engagement rate represents the average number of interactions the app receives per user. Experts agree that an engagement rate between 1% and 5% can be considered good.
The number of active users. We define an active user as somebody who continues to use an app after downloading it. We can measure user engagement by the number of active users.
App abandonment rate. When we say the abandonment rate, we are referencing the percentage of users that abandoned the app after one use.
Retention rate. The retention rate is the opposite of the app abandonment rate. It shows how good your app is at engaging users. It's one of the most important user engagement metrics that app makers should closely monitor.
Session time. We can measure engagement by calculating users' session time, such as the average session length, average daily sessions per daily active user, average daily sessions per user, and the interval between sessions.
Chat App Engagement Statistics
1. Around 70% of apps doubled their user engagement after implementing an in-app chat. (Source: Getstream)
Data shows that live chat is, by far, the most effective way for companies to drive user engagement.
2. Around 80% of businesses state that live chat has had a positive effect on sales, revenue, and customer loyalty. (Source: Amity)
Besides driving engagement, offering a live chat to customers also positively impacts the revenue the company is making.
3. Over 50% of businesses that use chatbots report they generate higher-quality leads. (Source: Startupbonsai)
4. Customers who visit online stores using live chat are 20% more likely to convert. (Source: Tidio)
Chat is one of the best ways to lead customers through the sales funnel, and data shows it!
5. By 2022 over 85% of businesses will offer live chat support. (Source: Servicebell)
6. 79% of consumers state they prefer live chat since it’s much faster. (Source: Superoffice)
Live chat provides immediacy, and customers can quickly make better and more informed purchasing decisions.
7. Almost 30% of consumers state they’ve shared a positive chat experience with friends. (Source: Gorgias)
App and Website Engagement Statistics
8. Companies that used gamification as a part of their customer engagement strategy experienced a 54% increase in trial usage. For buy clicks, the increase was around 15%. (Source: lxahub)
Gamification plays a huge role in customer engagement. Customers who are offered a competitive and curious in-app experience tend to continue using apps they download.
9. Gamifying the website experience improves customer engagement by 30%. (Source: Venturebeat).
When it comes to gamification, it applies to website experience too. Users who’re provided with a gamified website experience tend to stick to the website for longer.
10. An average app user uses nine apps daily and 30 applications every month. (Source: Financeonline)
Given the high amount of apps we can choose from, app makers should devote special attention to making their apps relevant and engaging to avoid high churn rates.
11. Every one in two apps is uninstalled during the first month after downloading. The main reason for this is that consumers don’t use it. (Source: Appsflyer)
Due to the high churn volume, app developers should ensure they’re providing their customers with relevant and accurate experiences.
12. Of app users, 90% who engage with an app tend to stick around. (Source: Appsflyer)
Once they engage with the app, users tend to stick around. So, showcasing and highlighting the apps’ functionalities right away is essential.
Customer Engagement and Customer Retention
13. Over 30% of consumers leave their favorite brand after just one bad customer experience. (Source: Review42)
Considering the data, businesses should focus their efforts on improving their customer experience.
14. Around 70% of customers will pay more for a product/service offered by a brand with a good track of customer experience. (Source: Hubspot)
Negative customer experience can have a detrimental effect on business. However, following the competition is another crucial factor. Businesses should keep an eye on what their competitors are doing and focus their efforts on providing a better customer experience.
15. Of consumers, 73% state that customer experience plays a big role in purchasing decisions. (Source: PWC)
Not only does customer experience influence customer retention, but it also impacts how much customers will spend once they visit the store, app, or website.
Customer Engagement and ROI
16. Customers spend around 46% more when engagement is personalized. (Source: Twilio)
Personalization plays a huge role in our purchasing decisions. Customers want tailor-made offers that are relevant to their needs and lifestyle. That said, businesses should focus their efforts on providing a more personalized approach to customers.
17. On average, companies that invested in digital customer engagement reported a 70% increase in revenue and expect their investment to double by 2025. (Source: Venturebeat)
Offline is a thing of the past, and data shows it. Therefore, companies should invest more in their digital presence and actively work on online customer engagement.
18. In the consumer electronics industry, engaged shoppers make 44% more visits per year to their favorite retailer compared to actively disengaged shoppers. (Source: Gallup)
Customer Engagement Challenges
19. Over 34% of marketers state that the lack of real-time analytics in their current tech stack is a problem. Without it, they cannot create relevant and personalized customer journeys that will positively impact customer experience. (Source: Moengage )
Considering the data, it’s important to invest in proper tools and tech, as well as educate employees on how to understand and read the data to drive better results.
20. Almost 20% of marketers state that their biggest problems are: a lack of understanding which their most effective marketing channels are, and when is the best time to send. (Source: Moengage)
21. 53% of companies state that staffing issues will negatively impact their ability to deliver customer engagement and experience this year. (Source: Verint)
“Quiet Quitting” and “The Great Resignation” had a detrimental effect on many businesses. Businesses will have to dive deeper and try to come to the root of the staffing issues and shortages if they want to engage customers and drive revenue.
22. 46% of customers frequently feel frustrated because they need to repeat information. (Source: Cxotoday)
Customers usually have to repeat themselves when talking with customer service agents, which can be highly frustrating. Companies should look into finding better solutions that will help them track their customer interactions better.
23. 30% of customers feel frustrated because agents lack context about them. (Source: Cxotoday)
Social Media and Customer Engagement
24. Social media is a preferred channel consumer use to engage with brands, especially among Gen Z. (Source: Emplifi)
Over the past decade, social media has played a huge role in how brands communicate with consumers, and this trend doesn’t show signs of slowing down. Businesses should focus their efforts on building their social media presence.
25. 68% of US consumers use social media to engage with brands to ask questions before making a purchase. (Source: Emplifi)
Social media is a crucial part of the sales funnel, and brands should build their social media presence and engage with consumers via social media channels as much as possible.
26. Around 76% of consumers expect brands to respond within a day of contacting them. (Source: Sprout Social)
Having social media profiles is not enough for success. Brands should actively participate and respond to customers' inquiries for the best results.
27. 55% of companies don’t have a cross-channel strategy. (Source: Thecmoclub)
Many businesses still don’t have a consistent and well-developed cross-channel strategy, crucial for business success.
28. Brands with Facebook posts with less than 250 characters get 60% more engagement. (Source: Buffer)
Brands should make their social media posts clear, concise, and short to drive engagement.
29. Twitter engagement decreases if a brand is tweeting more than three times a day. (Source: Adespresso)
As is the case with Facebook, less is more. Brands should be wary about how many times they post on social media and try to be moderate.
30. 43% of consumers report an increase in the use of social media in order to discover new products and brands. (Marketing Charts)
31. 80% of consumers expect companies to interact with them through social media channels. (Convince & Convert)
Interaction through social media is not just desirable anymore; it’s mandatory for business success.
32. Customer advocacy increases by 25% if a business responds to a customer complaint on social media regularly. (Convince & Convert)
Consumers respect businesses that publicly show they’re ready to deal with customer complaints and they’re more ready to advocate for them.
33. Businesses that don’t respond to comments on social media face up to a 15% increase in churn rate. (Source: Superoffice)
On the other hand, businesses that overlook their social media face a greater churn rate.
Customer Engagement and Loyalty Statistics
34. According to statistics, 72% of satisfied customers will share their positive experiences with 11 different people. (Source: HelpScout)
It’s known that people trust referrals and recommendations more than traditional advertising. Therefore, improving customer experience is extremely important.
35. Almost 60% percent of loyal customers will refer their friends and family to brands they love. (Source: Yotpo)
36. 96% of customers state customer service is important when it comes to loyalty to a brand. (Source: Microsoft)
Brands are judged on how they respond to customer inquiries and complaints. That’s why brands should be wary about how they communicate with consumers and how fast they resolve problems.
Customer Engagement Best Practices
37. Over 60% of customers think surprise gifts and offers are the best way to engage customers. (Source: Accessdevelopment)
Incentives, discounts, special offers—you name it, customers love it. Brands should provide tailor-made offers to their customers to drive better engagement.
38. 66% of customers expect personalized communication and tailored engagement based on past interactions. (Source: Salesforce)
Along with incentives, customers expect a personalized approach when it comes to communication with brands.
39. Over 50% of customers won’t engage with a company if they provide a bad mobile experience. (Source: Superoffice)
Mobile is, by far, the most used device, and a vast majority of consumers search and shop for products via their smartphone devices. Brands that fail to provide a good mobile experience risk losing their customers.
40. Almost 80% of customers prefer omnichannel customer engagement. (Source: Salesforce)
41. Almost 50% of customers admit they engage in impulse buying after getting a more personalized experience. (Source: Notifyvisitors)
Not only do customers who had a personalized experience tend to stick with a brand, but they spend more and engage in impulse buying.
42. Companies that engage their B2B customers successfully report 50% higher productivity than those that do not. (Source: Skilljar)
43. Retargeted visitors are 70% more likely to convert than those who are not. (Source: Notifyvisitors)
Brands need to remind potential customers about their existence, and the best way to do so is via retargeting.
44. Almost 70% of customers report a better customer experience when agents sound natural rather than sounding like reading from the script. (Source: Notifyvisitors)
45. 71% of customers expect agents to be informed about their previous interactions with the brand. (Source: Notifyvisitors)
46. 46% of consumers will abandon a brand whose employees aren’t knowledgeable. (Source: Notifyvisitors).
Employees are the best brand ambassadors. They are the first people customers face, and they should be trained to provide help on every inquiry a customer has.
Customer Engagement Current State and Predictions
47. Around 40% of all customer interactions will be automated through AI and machine learning by 2023. (Source: Superoffice)
AI is constantly developing, and it’s expected it will streamline the process of responding to (and resolving) customers’ inquiries, saving the company’s time and increasing productivity while at the same time improving customer satisfaction.
48. Almost 40% of companies don’t ask customers for feedback on a regular basis. (Source: Lumoa)
Improvement is possible only when you know what to improve. Many companies are making mistakes by not asking for customer feedback.
49. 81% of engagements are influenced by price. (Source: Aspiresys)
50. 80% of engagements are influenced by the quality of the product. (Source: Aspiresys)
51. 85% of marketers state they’ll make their decisions based on analytics in the future. (Source: Gartner)
Data is important for decision-making. To drive success and results, companies should focus on the data they get through analytics.
53. During the COVID-19 pandemic, digital customer interaction increased by 65%. (Source: Contactpigeon)
Customer Engagement Expectations
54. 75% of consumers state they want a consistent customer experience across all channels. (Source: Playvox)
As we mentioned before, companies need to devise a better plan for how they’ll interact with customers to drive better engagement.
55. Around 71% of consumers prefer resolving customer-related problems through an app. (Source: American Express)
Many people live on the go, and dealing with customer service through chat or an app is much more convenient.
Want to drive more user engagement on your app?
In-app messaging can help you drive customer engagement effortlessly! As a trusted provider, we deliver a top-notch customer experience that actually drives engagement by implementing a scalable and customized text, voice and video messaging solution.
Interested in finding out more? Have a chat with our development team!
Nabeel Keblawi
CometChat
