Name: How Dunkin' Uses Apptentive to Improve the Mobile Customer Experience
Uploaded: 2021-08-17T17:28:51.000Z
Duration: 4 min 28 s
Description: "How Dunkin’ Uses Apptentive to Improve Mobile Customer Experience"

Help Desk

Web and Video Conferencing

Customer Support

Kubernetes Monitoring

Development

Career Center

Education

Association Management

Barcode

Business Intelligence (BI)

Business Process Management (BPM)

Calibration Management

Collaboration

Corporate Performance Management (CPM)

Interactive Voice Response (IVR)

Project Portfolio Management

Unified Communications as a Service (UCaaS)

Enterprise

Accounting

FinTech

Finance and Accounting

Applicant Tracking

Benefits Administration

Corporate Learning Management

Credentialing

HR Management

International Payroll

Payroll

Stock Option Plan Administration

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Change Management

Cloud Storage

Complex Event Processing

File Sync and Share

Fraud Detection

Infrastructure Capacity Planning

Integration Platform as a Service (iPaaS)

Internet Performance Monitoring

Modular Storage Area Network (SAN)

Network Access Control (NAC)

Network Performance Monitoring

Remote Desktop

Routers

SSL Certificate

Telecom Expense Management (TEM)

Unified Endpoint Management (UEM)

VoIP Monitoring

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Conversion Rate Optimization

Customer Success

Digital Signage

Email Marketing

Employee Advocacy

Graphics

Marketing Automation

Presentation

Search Marketing Intelligence

Social Login

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Field Sales Software

Sales Pipeline

Sales

Data Loss Prevention

Security

Automotive

Awards Management

Car Rental

Emergency Notification

Legal Research

PCB Design

Real Estate Property Management

Vertical-Specific

Find top rated software and services based on in-depth reviews from verified users. 400+ software categories including PaaS, NoSQL, BI, HR, and more.

Qualtrics XM for Strategy and Research

Qualtrics

Medallia

Alchemer

Widgix, dba Alchemer

Adobe Analytics

Adobe

Firebase

Google

Sprig

Salesforce Service Cloud

Salesforce

Instabug

Instabug, Inc.

Salesforce Sales Cloud

SurveyMonkey

SurveyMonkey, Inc

Pendo.io

Usabilla (discontinued)

Braze

Airship

Amazon Simple Notification Service (SNS)

mParticle

Slack

UserVoice

Zendesk Suite

Apptimize from Airship

Oracle Service

### Customer Engagement Strategies
Users consistently praise Apptentive's customer engagement strategies for their effectiveness in fostering meaningful interactions with customers and managing feedback efficiently. The ability to engage users through event-based triggers and personalized surveys has been highlighted as a key strength, enabling businesses to gather valuable insights and enhance customer satisfaction. Despite some minor limitations in customization and automation, overall feedback indicates that Apptentive's customer engagement strategies play a vital role in driving positive user engagement and app ratings.

### User Feedback Collection
Users consistently praise Apptentive for its effective gathering of valuable customer feedback. The platform's ability to collect feedback directly within the app is highlighted as a powerful feature by many reviewers. While some users express concerns about the manual process of analyzing free-form feedback, overall, Apptentive is commended for providing a direct channel for users to share their thoughts and experiences. The convenience of in-app feedback collection is a key advantage noted by users, allowing for prompt identification of issues and continuous improvement of app functionality based on real user insights.

### Survey Implementation and Analysis
Users generally praise Apptentive's survey capabilities, highlighting its effectiveness in gathering customer feedback and improving app ratings. While some users appreciate the ease of launching surveys and the ability to segment customers for personalized feedback, others express concerns about the clunky navigation within the platform and the limitations in survey customization. Despite these drawbacks, the overall consensus leans towards the positive impact of Apptentive's survey implementation and analysis features in driving user engagement and app enhancements.

### Ratings and Reviews Management
Users across various reviews have expressed satisfaction with Apptentive's capabilities in managing ratings and reviews effectively. They appreciate features such as the ability to track customer reviews, identify rating trends, and respond to client concerns promptly. Some users have highlighted the platform's effectiveness in increasing app store ratings and engaging with users to gather valuable feedback. However, there are also mentions of challenges, such as difficulty in viewing all reviews in one place and the need for improvements in sentiment analysis accuracy. Despite these minor drawbacks, overall sentiment leans towards the positive, with users acknowledging the value that Apptentive brings to enhancing app ratings and managing customer reviews efficiently.

### Sentiment Analysis and Insights
Reviewers have expressed a mix of opinions regarding Apptentive's sentiment analysis and insights capabilities. While some users appreciate the insights gained and the ability to understand customer sentiment, others have highlighted areas for improvement. Common feedback includes the need for enhanced sentiment tracking accuracy and more refined sentiment categorization. Despite some challenges, users acknowledge the value of gathering insights from surveys and reviews to inform decision-making processes. There is a consensus that while Apptentive offers valuable features and functionality, there is room for enhancement in sentiment analysis to provide more accurate and actionable insights for users.

### Mobile App Improvement
Users appreciate Apptentive's ability to facilitate app store rating improvements and gather constructive feedback from users. The platform's feature set enables users to enhance their app's performance and user experience through targeted surveys and direct conversations with customers. While some users find the dashboard interface slightly clunky, overall, Apptentive is recognized for its effectiveness in driving app enhancements and boosting app ratings.

### App User Experience Optimization
Users have expressed a mix of opinions regarding Apptentive's app user experience optimization capabilities. While many appreciate the user-friendly dashboard and insightful reports, some have raised concerns about the clunkiness of the interface and the need for improved UX. The ability to track app performance and gather valuable feedback without the need for extensive code changes has been a notable advantage for users. However, challenges such as slow data loading and cumbersome navigation between different app versions have been highlighted as areas for improvement. Despite these drawbacks, the overall sentiment leans towards recognizing the value of Apptentive's app user experience optimization features in enhancing app functionality and user satisfaction.

### App Version Management and Updates
Users have expressed mixed opinions about Apptentive's app version management and updates functionality. While some users appreciate the detailed breakdown of reviews by device type and version, others have encountered issues such as delays in survey updates and challenges in navigating between different app versions. The ability to target app versions distributed via TestFlight/Play alpha track has been highlighted as a feature that could enhance the overall experience for users. Despite some minor setbacks like delays in survey updates and occasional warnings from app stores, the general sentiment leans towards a need for further improvements in the app version management and updates aspect of Apptentive.

### Customer Communication Channels
Users consistently highlight Apptentive's customer communication channels as a key strength, emphasizing the platform's ability to effectively target specific user groups and facilitate communication with customers. The feature that stands out the most is the dynamic questions and targeting capabilities, which enable users to engage with their app users in a strategic and personalized manner. While some users express minor concerns, such as limitations on list uploads and organizational features, the overall sentiment remains positive towards Apptentive's customer communication channels.

### SDK Integration and Usability
User feedback on Apptentive's sdk integration and usability is varied. While some users appreciate the ease of integration and the ability to target surveys within the app, others have encountered issues with event reporting and implementation on both iOS and Android platforms. Recommendations for improvement include enhancing the ease of SDK implementation and addressing known issues with event capturing. Despite some challenges, users acknowledge the platform's potential for gathering customer feedback effectively once the SDK is properly implemented.

Difficult Initial Set Up: Several users have found the initial set up of the platform to be difficult and unexpected, resulting in a long learning curve. They mentioned that it took them some time to get familiar with the platform and they faced challenges during the setup process.

Lack of User-Friendliness: Many users have mentioned that the analytical platform needs to be more user-friendly and self-explanatory. They feel that it requires additional improvements in terms of ease of use and intuitiveness. Some users found it challenging to navigate through different features and understand how to utilize them effectively.

Issues with Android Version: Some users experienced issues with the Android version, specifically where the feedback prompt did not always display as expected. This inconsistency has caused frustration for these users who rely on collecting feedback from their Android app users.

Users commonly recommend using Apptentive for study recruitment and understanding mobile users. They highly recommend it for gathering meaningful feedback, improving app ratings, boosting user engagement, increasing daily active users, and improving customer satisfaction. Users also suggest using Apptentive to send timely messages to app users, manage customer feedback, understand customer preferences, and identify consumer reactions.

In addition, users find Apptentive helpful for managing the dashboard, adding feature-based rollout, and solving review problems. It is highly recommended for boosting app ratings, getting feedback, and improving reputation. Users appreciate the great support from Apptentive and recommend trying it out to engage with users effectively. They also suggest fully testing the product before implementation and being mindful of communication frequency to avoid turning off users.

Finally, users suggest having an onboarding process for new employees using Apptentive. They find it useful for analyzing user behavior, boosting app store review presence, driving user discovery, clarifying user sentiment, addressing negative feedback, triggering events for leaving favorable feedback, and solving review problems. Users trust Apptentive to increase app ratings, improve customer satisfaction, and manage customer feedback effectively.

Overall, users highly recommend Apptentive for its various features and benefits in studying mobile users, collecting meaningful feedback, managing customer feedback, improving app ratings, boosting user engagement, and enhancing reputation.

Multiple Levels of Targeting: Users have expressed their appreciation for the ability to utilize multiple levels of targeting in Apptentive, which allows them to effectively reach and engage with their desired audience. This feature has been mentioned by several reviewers as a valuable tool for tailoring communication efforts.

Easy Implementation and Seamless Customer Communication: Reviewers find that integrating Apptentive into their own applications is straightforward and hassle-free. They appreciate the seamless customer communication that the app provides, making it easy to establish a direct line of interaction with customers.

Game-changing Tool with Great Support and Resources: Several reviewers consider Apptentive to be a game-changer for their app launch. They highlight the straightforward purchasing process and the ease of integration. The early insights directly from customers have proven invaluable in improving marketing efforts. Additionally, users mention that the customer support provided by Apptentive is excellent, backed up by plenty of resources available on the website.

Apptentive has proven to be an invaluable tool for users looking to enhance their app store ratings and gather customer reviews. With this software, users have been able to effectively collect and address customer feedback directly from the user, leading to improved customer satisfaction and retention. Additionally, Apptentive has been instrumental in managing and monitoring customer feedback, resulting in reduced drop-offs in the funnel and an improved overall user experience.

One of the key use cases of Apptentive is its ability to provide users with a better understanding of their customers and app performance. By utilizing this software, users have been able to gather valuable qualitative insights that have allowed them to make their apps more user-friendly and even offer additional products and services. Not only has Apptentive been used for app feedback and feature feedback, but it has also served as a valuable tool for market research and enterprise feedback management.

Another significant use case of Apptentive is its effectiveness in driving ratings for apps on the app store. The software has helped users validate customer problems and reach out for further details, enabling them to gather the necessary information needed to improve their apps. Additionally, users have used Apptentive for customer support, app reviews, qualitative feedback on specific features, as well as basic customer reachouts and gathering return and tracking information.

Overall, Apptentive has proven itself as a versatile tool that enhances the mobile feedback loop, improves app ratings, facilitates communication with customers, and provides valuable insights into user preferences. By conveying customer feedback directly to stakeholders and making it easier to communicate with customers, Apptentive allows users to identify return on investment and continuously improve their apps.

Text-Em-All, headquartered in Frisco, delivers personalized, informational, emergency mass text messages and phone calls, whether they’re going to five people or 50,000.

Credits

Monthly

Starter

Text-Em-All

Suite Team

Suite Professional

Suite Enterprise

Suite Growth

Apptentive

Customer Engagement

TechStars Demo Day 2012 — Apptentive

Apptentive - iOS integration with Xcode 4

Apptentive at TechStars Seattle's 2012 Demo Day

Likelihood to Recommend

Sentiment and Topic Analysis - The Apptentive dashboard provides key insights into who customers are, what they care about, and how to communicate with them. Apptentive works from day one using machine learning and semantic analysis to bubble up key trends, so the user can stop guessing what customers want and recognize issues not readily seen.

The Love Dialog shows how customers feel about a brand and mobile experience by asking one simple question, ‘Do you love our company?’. The Love Dialog allows users to track and analyze customer sentiment over time, and by app version.

Apptentive’s Surveys can be changed without updating the app. Collect quantitative data and qualitative information with a tap. Optimized for mobile with in-depth targeting, gather thousands of responses to make faster data-driven decisions.

Apptentive allows companies to measure shifts in customer emotion and gather actionable feedback across their mobile customer journeys. Our mobile customer feedback solution helps brands manage their brand reputation, prioritize product roadmaps, and measure customer experience down to individual customer IDs. With powerful event-based targeting, brands can ask the right customers the right question at the right time—yielding industry-leading response rates that are 10x higher than web and email. Apptentive’s ability to connect identity to feedback allows brands to move faster, enhance first-party data, acquire customers at lower costs, and increase customer lifetime value. We power millions of consumer interactions across billions of mobile devices each month, and help the world’s top brands—including FanDuel, eBay, CNN, Capital One, JetBlue, Arby’s, Zillow, Norwegian Cruise Lines, Safeway, and Sonic— enhance customer love and improve customer experience. 

One-sheet overview of Apptentive’s mobile voice of the customer solution.

Six statistics on why customers love Apptentive.

"How Dunkin’ Uses Apptentive to Improve Mobile Customer Experience"

How Dunkin' Uses Apptentive to Improve the Mobile Customer Experience

With Apptentive, the Dunkin’ team is able to quickly create meaningful product changes, deploy important communication to customers, and consistently keep a pulse on customer sentiment. Through this approach, they’re able to improve app store ratings, make data-driven product decisions, perfect the mobile customer experience, and increase customer retention.

Learn more: https://www.apptentive.com/customer-story/dunkin/?utm_source=YouTube&utm_medium=Social&utm_campaign=OS_YT_Q3_2021&utm_content=Customer-Story_Dunkin_08.17.22.

Apptentive 2020-02-27 21:00:06

Hootsuite

Iconosquare

Microsoft Teams

Apptentive 2019-04-03 12:07:05

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

Multiple apps

Ios and android

Finding the right

Multiple tests

Daily use

New messages

Managing multiple

App store

Direct access

Support team

Difficult to manage

B testing

Better understand

Push notifications

App messaging

Home

Customer Engagement Platforms

Apptentive is being used by our B2C side to help consolidate interactions on our mobile app. It helps to solve the issue of providing not only insights and metrics into usage and ratings/reviews but also helps to promote the app or other updates with the ability to place messaging into either iOS or Android apps so we can customize as best as possible our users' experience and their interaction with rating our app at the most opportune times.

Provides notes and interactions within your app so you can connect with users better.
Also allows for more support-driven interactions and engaging feedback from customers so it isn't all routed through app store reviews that are more difficult to manage and interact with users.
Apptentive measures satisfaction with its Love metric that helps us better understand usage instead of just store ratings and anecdotal feedback.

Apptentive's metrics aren't as customizable as we would like but what it does measure it does a good job at.
Managing multiple apps (iOS and Android) can make for extra work because you're duplicating work on Notes and Events.
Finding the right way to interact can take multiple tests, surfacing best practices across the industry would be a help.

Apptentive has helped us increase our app store ratings which results in better listings in search results, etc.
Apptentive has helped give us better insights from our users.
Apptentive has helped us better manage emergencies that we can address without an App Store update now.

We are using Apptentive to drive customer reviews and feedback for our mobile application. It is used primarily by the Marketing department and our development team. We use it to gather more 5-star app store reviews. It serves as an in-app messaging center for our users, it allows us to push surveys and notifications of new app features, and it also provides us valuable analytics on app usage and user sentiment.

Push notifications for app store reviews.
Targeted interactions based on in-app events.
Easy in-app messaging service for direct access to our support team.

Sometimes the notifications of new messages do not come through email as they should, so you can miss some.
I would like to see more interaction options.
More app analytics.

We have seen over 100 5 star reviews come in via the Apptentive interactions.
User adoption of our mobile app was swift and easy with the help of Apptentive.
It is hard to put an ROI on it when we aren't selling through the app, but it is a great tool.

Apptentive

Overview

What is Apptentive?