We want our members to get the most value possible out of their app. In fact, we’re starting a new series on how to maximize the ROI with your CardTapp app. First up we’ll look at how you can use the CardTapp solution to wow customers with proactive service. Using the real-time notifications of TappTracker and engagement data from the dashboard can help you maximize return. It not only can increase your sales but can also help you provide best in class customer service.
Importance of Engagement Insights
One of the most valuable parts of the CardTapp solution are the real-time engagement insights. Since CardTapp captures app user activity for you to review, it’s easy to get timely insights. Members can review this activity in real time to identify sales or service follow-up opportunities. Though timely data is wonderful, we know that too many push notifications can definitely get annoying. That’s why we made it possible for you to customize your app usage notifications to your preference. Adjust your notifications to alert you on the things that are important for your business.
Use Real-Time Engagement Insights to Help Sell
Because customers generally make buying decisions quickly, it’s critical to “strike while the iron is hot”. Each click in your app is a clue into what your prospects and current customers are interested in. Watch closely and you could see clues for opportunities to close new business or expand a relationship.
Often, app users will research other product offerings within the app. Frequent access of resources could indicate interest, so be sure to keep an eye out for this type of activity. It’s great to review app activity before your normal customer outreach or annual account reviews. Depending on your industry, engagement opportunities might look like:
- borrowers with a growing family performing an affordability calculation looking for a larger home
- policyholders researching boat or motorcycle insurance to protect a new purchase
- families new to the area reviewing listings or neighborhood resources
- health insurance policyholders researching short term disability and hospital benefits
Just like that, you have an opportunity to follow up on. You’ve likely identified an opportunity to provide proactive service by offering a better product mix or expert insight on life changes.
Use App Usage Insights to Provide Proactive Service
Along with anticipating new client needs, CardTapp can help you provide mind-blowing, proactive customer service. As you monitor customer engagement, you might see them tapping on the same material over and over or you might see them tap on “submit a request.”
You might also see app users click the “call” or “email” button for you several times after engaging with one of your resources. If you don’t receive a call or email, it’s time for proactive service!
This is a great time to just give them a call in the moment and help them get what they need. You’ll likely either deliver information on your offerings or provide a nice courtesy call. This is a great time to ask for referrals, too! You might be surprised with a few referrals that were the direct result of your proactive follow up. This type of outreach also helps retain customers, which provides a critical return on investment. Since it’s significantly less expensive to keep current clients than to source new ones, using your app to reduce customer churn is critical.
Start Delivering Proactive Service
Between identifying sales opportunities and customer service needs, CardTapp can help you make and save money. Start looking for buying signals and service opportunities in your app activity today. Don’t have a tool to capture client or prospect engagement? Schedule a demo today!