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Interaction Response Targeting – Use Cases

Interaction Response Targeting is a feature which allows you to target any new interactions to only display to customers that responded a specific way on a past Survey and/or Note.

It is a great way to keep a feedback loop going with customers and make them feel heard when you follow up with them. Below are two common use cases that highlight how you could utilize this feature.

If you are looking to learn more about how to use this feature please refer to this article: https://learn.apptentive.com/knowledge-base/how-to-use-interaction-response-targeting/

Note: this feature is currently only available in our Web SDK. Support for iOS and Android is coming soon.

Ways To Use

Gather Product Feedback

Interaction Response Targeting will enable you to get product feedback from your customers and also let them know you’ve shipped something based on that feedback! 

For example, if you have sent a Survey to customers asking them questions around What should we build next?.

When analyzing the results, you might find some common feature areas for improvement. If you want to follow up with customers to learn more about a specific feature area, you can use Interaction Response Targeting. This will allow you to send another Survey which targets only the customers that responded a specific way in the prior Survey and will allow you to ask more targeted questions based on the previous feedback.

If you ship new features based on this feedback, you could use Interaction Response Targeting to display a personalized Note to customers to let them know the feature is live and thank or reward them for their feedback!

Promotional Offers

Oftentimes companies can present promotion offers for their customers, and Interaction Response Targeting is a great way to get their feedback on the offer (or see if there are other offers you should present to them). 

One example is to alert customers via a Note that a new offer is available in the product.

If they selected the Note action which allows them to take the offer, you can then use Interaction Response Targeting to send a Survey a few days later to get their feedback on the experience. 

If they didn’t take the offer and “Dismissed” the Note you can then use Interaction Response Targeting to send a follow up survey to understand more about the customer and what types of offers might better resonate with them in the future.

Looking for More Assistance?

Now it’s your turn to get started interacting with your customers! If you’d like more guidance, please don’t hesitate to reach out to your Customer Success Manager or support@apptentive.com.

Updated on September 2, 2021

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