Software producers are looking beyond email to communicate with their customers - here’s why, and what they’re doing.
Once you’ve packaged and deployed your software to customers you need to reach those same customers to help support them, keep them informed and promote your solutions. After all, effective and timely customer communication is the cornerstone for providing a great customer experience.
Many product teams use email to communicate with customers, but the reality is that email is becoming increasingly ineffective.
Emailing your customers means you’re getting in line along with hundreds of other messages. And that’s assuming you have a working email address, and if you do, that your messages doesn’t get sent to junk mail automatically.
Increasingly, software developers and product managers are fed-up with shortcomings of email and are now adding targeted in-product messaging into their communication mix to improve customer communication effectiveness.
What is it?
Targeted in-product messaging refers to the ability to send messages, tailored with content to fit the actual profiles and preferences of each recipient, directly to the user’s screen while they’re using your products.
But the delivery mechanism is only part of the value – since these messages can be tailored to specific segments and sub-segments based on installed product and version, language, machine characteristics, location, entitlement status, and more you can be assured that the right person is getting the right message.
What kinds of messages can be sent?
You can use in-product messaging to communicate things on-screen like:
- Scheduled maintenance windows
- Reminders to take software updates
- End-of-life (EOL) updates
- Support window changes (e.g. holiday support hours)
- Promotions (e.g. new features, upsell/cross-sell campaigns, renewal information)
Key take-away: If you’re still relying on email for customer communications, look to targeted in-product messaging to reach your customers and bolster your relationship with them – learn more here!
Contact us so you can join your peers who are delivering winning installations and achieving customer intimacy by automating their update processes and more!
InstallShield® is the world's leading Windows installation development solution.
InstallAnywhere is the leading multiplatform development solution for application producers who need to deliver a professional and consistent cross installation experience for physical, virtual and cloud environments.
FlexNet Connect® provides application producers (software vendors and intelligent device manufacturers) the most efficient way to provide end-users with the latest software/firmware updates and to obtain valuable insight on their product use.