Platform Messaging: Communicating Partnership

Summary

When it comes to ClaimSearch, a reliable SaaS product, keeping users in the loop is key—especially during performance hiccups or outages. That’s where in-app messaging shines. It lets us communicate quickly and effectively, ensuring users feel informed and confident even in challenging moments.

Opportunity

Before moving to the cloud, we faced frequent outages and poor performance. For our ClaimSearch app, which promised 24/7 access across devices, communication delays were a major issue. It sometimes took hours—sometimes over a day—to notify users about server problems, often after the issue was already resolved. By leveraging in-app messaging, we’ve eliminated these delays, ensuring real-time updates and a better user experience.

Challenges

When using in-app messaging, we had to carefully determine which notifications were important enough to share without risking our brand’s reputation for stability and security. To make this work, we created a clear playbook for prioritizing and managing messages. Plus, we put thought into how these notifications would look to ensure a seamless user experience. It’s all about striking the right balance—keeping users informed while maintaining trust.

Outcome

I took charge of finding a better way to communicate with users since email wasn’t cutting it. After thorough research, I chose an in-app messaging tool called Appcues. Once we got it up and running, I quickly mastered its features and created guides to streamline its use. From there, we started using it right away for things like product updates, event announcements, tutorials, compliance alerts, and surveys. The results? Immediate and effective communication that truly engages users.

Related Strategies