Fintech
50%
Increase in the conversion rate of physical card requests and first transactions
UpHabit
UpHabit has been called a CRM by some, but as Founder and CEO Neil Wainwright puts it, “UpHabit is about helping you build personal relationships.” The company leans heavily on the “R” of CRM, focusing exclusively on you and your relationships.
Any type. Personal. Professional. Acquaintance. Friend of a friend. Anyone in your contacts list. UpHabit makes it easier to maintain these connections through customisable reminders and follow-up prompts. In the age of endless games of phone/text/message tag, UpHabit keeps the world a little more connected… one relationship at a time.
“We don’t tell you what to say. We just say now’s a good time to talk to that person,” adds Wainwright. With decades of product and customer experience, it only makes sense that Wainwright chose such a common obstacle to tackle.
It’s such a simple thing, but those are how we make good habits.
Keeping the Customer Engaged… and In-App
For UpHabit, the user experience is a focal point. Since declining attention spans helped expedite the need for UpHabit in the first place, Wainwright and team knew their communications with users had to span across channels. Otherwise, they ran the risk of less engagement. Email campaigns were driving users to the app, but UpHabit wanted to see more sustained involvement and engagement. “I always knew we needed a customer engagement solution to improve the way our users interact with the app.”
Increase in subscriber conversion
After some searching, UpHabit chose Iterable for its ease of use and flexibility. The UpHabit and Iterable teams partnered to create a more seamless experience for the user. In line with UpHabit’s vision, Wainwright sought a customer engagement platform whose team would align with the culture he fostered internally. When referencing Iterable, he said, “I liked the team and the approach the most. It was very much about helping us in making sure we made the right choice.” This partnership mentality resulted in a smooth implementation and onboarding process – something UpHabit has achieved using their in-app communications.
drop in subscriber churn.
Using Iterable for a Streamlined Customer Experience
A modern relationship is inherently cross-channel. From texts to social media direct messages to emails to the good old phone call, there are seemingly endless ways to get in contact with someone. It’s about finding the right method that works for each relationship. Much in the same manner, UpHabit worked with Iterable to find the best cross-channel strategy to streamline the customer experience. With consistent messaging reaching across mobile and email, UpHabit is able to sustain a relevant conversation with users. In particular, UpHabit set its sights on in-app messaging as a core piece of its marketing strategy. After all, a message directly in the app is likely to promote further usage and interaction with the product.
While many in-app functions take over the whole screen and cover the app itself, Wainwright knew there had to be a better way. “I wanted a more immersive experience with our app than you’d normally get.” After talking with Iterable, he found it. Using Iterable’s platform flexibility, UpHabit customised their in-app messaging using their own JSON payloads to incorporate their design and create a more dynamic experience. From there, with behavioural data, the company encouraged users to interact with the app.
Small efficiencies like these – in conjunction with the strength and functionality of Iterable’s Workflow Builder – have helped UpHabit build their own direct relationships with users. For new users that have completed the onboarding process, UpHabit utilises a comprehensive cross-channel welcome campaign to ensure users are aware of the platform’s breadth of capabilities – even providing tips and tricks on how to best utilise important features and functions. Based on dozens of event triggers and behavioural data, UpHabit built a detailed, 90-node workflow within Iterable to contact users via multiple channels – email, push notification and in-app – to cultivate a strong foundation from which customers can build their relationships. In this workflow, UpHabit even sends a survey directly from Wainwright. His goal is to keep an open conversation with users for an enhanced customer experience. The cross-channel welcome campaign does just that. “Customers often freak out how quickly I reply!”
Results of In-App
Customisable message design to include text, graphics, animations, calls to action, and more.
Data flexibility to send tips and tricks based on user behavior to highlight important app functionality
Offer beta signups for new features to engaged users in the right context at the right time
Building Meaningful Relationships
The UpHabit-Iterable partnership makes valuable connections easier. These connections are not linear either; they create a network. By incorporating Iterable into their latest product enhancements, UpHabit has seen this network grow with a 718% increase in subscriber conversion and, perhaps more importantly, maintain its size, seeing a 42% drop in subscriber churn.
With Iterable’s technology and expertise simplifying the customer journey, UpHabit has helped users create more meaningful relationships while simultaneously building a more meaningful relationship between the company and its customers.
Our users feel a lot closer to us because they know we’re always engaging with them. We’re always a click away.
Neil Wainwright
CEO & Founder @UpHabit
CEO & Founder @UpHabit
