It’s Friday night, and your phone buzzes: “Craving something sweet? Get 20% off your favorite brownie sundae today!” You order the treat with a couple of taps. The app remembers your last order, stores your payment information and even allows you to track your delivery in real-time. Half an hour later, you’re digging into your dessert. No hassle involved. Pretty neat, right?
This simple example highlights the power of mobile engagement. We rely on our phones for almost everything — ordering food, booking tickets, or speaking with support. Engaging in seamless, personalized mobile experiences is vital for businesses to stay connected with their customers.
In 2024, worldwide consumer spending on mobile apps soared to *$35.34 billion*, representing an increase of almost 5% compared to 2023. Today, as Android users have over 2.3 million apps to choose from and iOS users, two million, standing out is getting harder than ever. Needless to say, having a solid mobile engagement strategy isn’t just essential — it’s the only way your business can avoid being forgotten.
In this blog, we’ll discuss what mobile customer engagement is, why it’s important, and how to successfully implement an effective mobile engagement strategy. You’ll learn actionable tips to develop customer loyalty, increase retention, and foster sustainable growth for your company. Let’s get started!
Table of Contents
- What is mobile customer engagement?
- Why is mobile customer engagement important?
- How to develop a mobile customer engagement strategy
- 10 tips and strategies to improve mobile customer engagement
- Essential metrics to track mobile customer engagement
- Turning mobile interactions into lasting connections
[cta_block]
What is mobile customer engagement?
Mobile customer engagement is the process of interacting with users through their mobile devices to build relationships, encourage loyalty, and drive actions. It’s about creating meaningful, personalized connections that add value to the user’s experience while meeting business goals.
In simpler terms, this is how brands interact with their customers where they’re most active—on their phones. Whether through an app, a text, or a quick social media reply, these interactions keep users engaged and coming back for more.
Here’s why it matters: Nearly 47% of people use their phones to pay for online purchases and 42% order products directly from mobile apps. If your brand isn’t engaging with customers where they’re already shopping, you’re missing a huge opportunity.
Where does mobile customer engagement happen?
- Mobile apps: Think personalized offers, quick checkouts, and order tracking.
- SMS and push notifications: Short, timely updates that keep customers informed.
- Social media platforms: Interactions that make users feel heard and valued.
- Mobile-optimized websites: Seamless browsing experiences on any device.
When done right, mobile customer engagement ensures every interaction feels personal and purposeful, turning users into loyal customers.
Why is mobile customer engagement important?
Let’s face it: we’re glued to our phones. Whether it’s scrolling through apps, texting friends, or checking social media, our mobile devices are always within reach. This isn’t just a trend for businesses—it’s an opportunity to connect with customers in real-time and on their terms. With the number of mobile users projected to reach 7.49 billion by 2025, it’s clear that mobile engagement is the future of customer interaction.
Here’s why mobile engagement matters:
- You meet customers where they are: Mobile phones are the go-to device for almost everything. Reaching users here ensures your brand stays relevant in their daily lives.
- It boosts retention and loyalty: Consistent, personalized interactions build trust and keep customers returning for more. A study shows that sending targeted push notifications can increase retention rates to 39%, compared to 21% for broadcast messages. With thoughtful mobile strategies, you can create experiences that keep users engaged and loyal over time.
- It drives revenue growth: A well-timed push notification or exclusive mobile deal can turn window shoppers into loyal customers. Personalized notifications, for instance, can boost reaction rates by up to 400%, while tailoring send times can increase those rates by 40%.
- You provide fast, convenient service: Apps, texts, and messaging platforms allow businesses to embed chatbots, self-service options, and help centers. This ensures customers can get the support they need anytime, anywhere.
- It creates a competitive edge: With billions of apps and platforms out there, effective mobile engagement makes your brand stand out in a crowded market.
Mobile engagement isn’t just about communication; it’s about creating a seamless experience that fosters lasting customer loyalty. Whether it’s through a personalized offer, a chatbot answering questions at midnight, or a quick order confirmation, the right strategy ensures your business stays connected—and unforgettable.
Also read: Mobile Help Desk: Benefits, Use cases, Apps
How to develop a mobile customer engagement strategy
Creating a mobile engagement strategy isn’t rocket science—but it does require a bit of thought and planning. Think of it like hosting a party: you need the right people (target audience), the right venue (channels), and a vibe (content) that keeps everyone hooked. Let’s break it down step by step so your business can keep customers engaged and happy.
1. Define goals and target audience
Every great strategy starts with a clear destination. Ask yourself: What do I want to achieve with mobile engagement? Is it higher customer retention, better customer reviews, or boosting sales? Your goals will shape the rest of your strategy.
Next, get to know your audience. Who are they? What do they care about? This enables your customer service team to focus on making interactions faster and more personal. Here are a few example questions to guide you:
- What are your customers’ pain points?
- When do they usually interact with your mobile channels?
- Which services do they need the most?
Example: Imagine you’re running a SaaS company with a mobile-first product. Your audience consists of busy professionals who rely on their phones for on-the-go problem-solving. Knowing this, your goal could be to enhance mobile engagement by offering instant in-app chat support, push notifications for timely updates, and a seamless self-service knowledge base optimized for mobile users.
2. Choose the right mobile channels
Reaching customers effectively starts with making thoughtful choices about where to engage them. Choosing the right channels is all about meeting your customers where they already hang out.
- Mobile apps: Perfect for personalized services like order tracking or account management.
- SMS and push notifications: Great for quick updates and time-sensitive alerts.
- Messaging platforms: Ideal for support requests on apps like WhatsApp or Facebook Messenger.
Example: A fitness app might use push notifications to remind users about their workout schedule, while a food delivery service might prioritize in-app updates about order status. Choose what fits your goals.
3. Craft personalized and engaging content
Personalization is the secret sauce that makes your customers feel valued. Use their purchase history, past interactions, or even location to craft content they care about. How to do it right:
- Use their name in messages.
- Send offers based on past purchases or interactions.
- Keep the tone conversational and relatable.
Example: A customer support app can greet users with “Hi, Sarah! Need help with your recent order?” rather than an impersonal “How can we help you today?” It’s the little touches that count.
4. Work on designs and CX
Even the best strategies can fall apart if the user experience is clunky. Your mobile platforms should be fast, intuitive, and easy on the eyes. Focus on these essentials:
- Optimize for speed—nobody likes waiting for a slow app to load.
- Use clear, simple navigation.
- People often multi-task, so ensure you design for one-thumb use.
Example: Think about a customer trying to troubleshoot their account. If your app buries the “Help” button in a maze of menus, they’ll give up. Keep it simple, like a bright, visible support icon on the home screen.
5. Track performance and optimize
A strategy is only as good as the data backing it. Use analytics to see what’s working and where you can improve. Look at metrics like app downloads, message open rates, and average resolution times. Here are some questions to ask about your data:
- Are customers engaging with push notifications?
- Which features are most used in your app?
- Is your response time improving customer satisfaction?
Example: Say your analytics show customers ignoring your push notifications. A little A/B testing might reveal that sending updates at 9 a.m. works better than 9 p.m. Adjust and optimize as you go.
10 tips and strategies to improve mobile customer engagement
Engaging customers on mobile isn’t about spamming their phones with endless notifications or flashy gimmicks. It’s about creating moments that matter—ones that feel seamless, helpful, and maybe even fun. Here are some actionable tips for improving mobile engagement and improving user retention:
1. Simplify onboarding with interactive walkthroughs
First impressions matter, especially on mobile. Imagine downloading an app and immediately getting lost in a maze of buttons and features. Frustrating, right? Simplifying onboarding with interactive walkthroughs ensures users feel welcome and confident from the start.
What to do:
- Break the onboarding process into small, guided steps.
- Use checklists to help users track their progress (because who doesn’t love ticking off a to-do list?).
- Offer tooltips or pop-ups to explain features as users explore.
Example: Amazon’s shopping app guides new users through creating an account, setting up payment preferences, and personalizing their homepage with product categories they’re interested in.
2. Send push notifications that add real value
Push notifications work best when they deliver value, not noise. Personalized, timely notifications can boost reaction rates by an impressive 400%, making them a powerful tool when done right.
Best Practices:
- Tailor notifications to user behavior, like sending a reminder for a cart item left behind.
- Keep the tone friendly but professional. “Hey, your favorite coffee is back in stock!” feels better than “BUY NOW!”
- Avoid overloading users—space out notifications to keep them engaged without annoyance.
Example: Starbucks takes push notifications to the next level by combining customer preferences with real-time location data. For instance, a notification like “Hi Phil! You’re near Starbucks Oxford St. Currently 50% off on your favorite drink: Vanilla Latte!” doesn’t just inform—it creates an irresistible reason to engage.
This personalized approach taps into the customer’s habits and preferences, delivering a timely and relevant offer that feels tailored just for them. It’s a simple yet powerful way to boost foot traffic and foster loyalty.
3. Build an in-app community hub
Humans are social creatures, and we love connecting with like-minded people. Creating an in-app community hub allows users to interact, share experiences, and even solve problems together. Think of it as turning your app into a mini town square.
Why it works:
- Users can exchange tips, share feedback, and create a sense of belonging.
- Reduces the burden on your customer service team—users often help each other.
- Encourages regular app use as users return to engage with the community.
Example: Hiver’s Community forum is a perfect example of this in action. It provides a platform for users to discuss best practices, share insights, and collaborate on ways to optimize their customer support and use of Hiver’s extensive features.
This not only fosters a strong sense of community but also enables users to solve challenges collectively while staying connected to the brand.
4. Make engagement fun with gamified milestones
Who says work can’t feel like play? Gamifying your app adds an element of fun, motivating users to engage more frequently. People love earning rewards, badges, or points for completing tasks—even if it’s for something as small as opening the app daily.
Gamification ideas:
- Award badges for milestones like completing profile setup, using the app consistently for 7 days, or leaving a review.
- Create challenges with leaderboards to encourage friendly competition.
- Offer rewards like discounts or exclusive features for loyal users.
Example: Nike’s Run Club app rewards users with badges for completing a 5K, hitting monthly running goals, or participating in community challenges. It makes the fitness journey feel more like an adventure.
5. Let users customize notifications
We’ve all been there: a barrage of irrelevant notifications that make us want to uninstall an app. Letting users customize their notification preferences shows respect for their time and ensures they only get updates they care about.
Steps to implement:
- Include an easy-to-find settings page where users can toggle notification types.
- Offer options like frequency (daily, weekly, etc.) and preferred channels (push, SMS, email).
- Clearly explain what each type of notification covers.
Example: Uber lets users choose alerts for ride promotions, trip details, or driver arrival updates, keeping notifications relevant to their preferences.
6. Offer mobile support with a human touch
No one likes being stuck in an endless loop with a robotic “Sorry, I didn’t catch that.” Offering mobile support that combines AI efficiency with human empathy can turn frustrating moments into seamless resolutions.
How to make it work:
- Blend AI with human agents: Let the AI chatbots handle simple queries and escalate complex issues to real people.
- Keep the tone friendly: A conversational approach like, “Hi there! I’m Sarah, here to help!” feels warm and welcoming.
- Use multimedia: Allow users to send screenshots or recordings to explain issues clearly.
Example: The world’s largest sporting goods retailer, Decathlon, reimagined its support experience by providing customer service via WhatsApp. By combining automated responses with human assistance, Decathlon was able to address more queries without overwhelming the team. WhatsApp’s asynchronous nature means customers can dip in and out of conversations, allowing agents to handle multiple tickets simultaneously.
This approach reduced average handling time by 50% and helped Decathlon maintain an impressive 4.5 out of 5 customer satisfaction score—all without hiring additional agents.
With Hiver, businesses can offer personalized multichannel support directly from their inbox–including mobile channels like WhatsApp. Its live chat feature enables chatbots to deliver instant, intelligent responses to routine queries while ensuring a seamless handoff to human agents for complex issues. The result? Improved efficiency, faster support, and a perfect balance between automation and the human touch.
7. Integrate real-time collaboration tools
Customers expect seamless collaboration options that enhance their experience. Real-time collaboration tools in your mobile app can help users share, coordinate, and achieve their goals together without breaking a sweat.
Ideas to include:
- File sharing: Enable users to upload and exchange documents or images for streamlined communication.
- Co-browsing features: Allow users to collaborate with other users or even customer support by navigating app features or troubleshooting together in real-time.
- Live annotations: Let users comment on shared items, like product details or shared orders, to finalize decisions faster.
Example: Airbnb lets travel groups collaborate on trip planning with features like shared wishlists, where everyone can add listings, leave notes, and even vote on their favorite stays. A new messages tab keeps all group members in the loop with the host, avoiding miscommunication.
Plus, beautifully designed trip invitations let you share all the details in one place—from Wi-Fi passwords to check-in instructions. These updates make planning trips collaborative, seamless, and even fun.
8. Use personalized rewards for frequent users
Who doesn’t love a little recognition? Personalized rewards show your loyal users that you value them, encouraging them to stick around longer.
Ways to reward users:
- Surprise them with exclusive discounts on their favourite products or services.
- Unlock early access to new features or content as a loyalty perk.
- Celebrate milestones like, “You’ve placed 10 orders this month! Enjoy free shipping on your next purchase.”
Example: Sephora’s Beauty Insider Program, with over 17 million members globally, sets the gold standard for loyalty programs in retail. The tiered system—Insider, VIB (Very Important Beauty Insider), and Rouge—rewards customers with exclusive benefits like early access to sales, premium birthday gifts, and even complimentary makeovers for top-tier members.
By earning points for every dollar spent, members can redeem rewards tailored to their preferences, including curated products from the Rewards Bazaar. Sephora has mastered the art of combining personalization and exclusivity, making customers feel valued while fostering long-term loyalty.
With Hiver’s customer history tracking features, businesses can take personalization to the next level by getting a complete view of each customer’s journey—right inside their inboxes. Imagine getting instant snapshot access to a customer’s past interactions, preferences, and purchase history without digging through old emails. Support teams can use this insight to design tailored rewards based on what customers actually care about. The best part? Every reward is special and relevant, making customers feel cared for.
9. Host exclusive mobile-only events
Everyone loves feeling special, and mobile-only events are a great way to create that VIP experience. Whether it’s a flash sale or an early product preview, exclusivity keeps users engaged and excited.
Event ideas to consider:
- Flash sales: Offer limited-time discounts that can only be accessed via the app.
- Beta testing: Let loyal users test new features before anyone else.
- Live sessions: Host webinars or Q&A sessions exclusively for app users.
Example: Burger King ignited excitement with its “Burn That Ad” campaign, a mobile-first initiative using augmented reality (AR) to engage users. Through the Burger King app, customers could scan rival fast-food ads to “burn” them virtually, earning a free Whopper in the process.
The campaign reached over 17 million people, drove a 60% increase in app downloads, and showcased Burger King’s bold, innovative approach to mobile engagement.
10. Provide dynamic feedback options
Your customers know what they want—so why not let them tell you? Dynamic feedback tools make it easy for users to share their thoughts, helping you improve while keeping them engaged.
What to include:
- Quick polls: Gauge opinions on app features with one-tap answers.
- Micro-surveys: Ask short questions like, “What would you like to see next?”
- Real-time ratings: Let users rate their experience right after interacting with your app.
Example: Domino’s leverages its mobile app to collect dynamic feedback after every order. Customers can rate their delivery experience, provide comments on food quality, and suggest improvements. This feedback enables Domino’s to enhance customer satisfaction by addressing concerns promptly and tailoring future experiences, all while maintaining their reputation for reliable service.
Essential metrics to track mobile customer engagement
Tracking engagement metrics is like having a roadmap for your app’s success. These numbers tell you what’s working, what’s not, and where to make improvements. Here’s a breakdown of the most important metrics to monitor:
1. Daily/Monthly Active Users (DAU/MAU Rate)
DAU/MAU measures how many unique users interact with your app daily compared to monthly. It reveals how “sticky” your app is—whether people keep coming back regularly. A high DAU/MAU rate (close to 1 or 100%) means your app is part of users’ daily habits.
Formula:
Example: If your food delivery app has 10,000 daily users and 50,000 monthly users, the DAU/MAU rate would be 20%. This means one in five users engage daily, signaling room for improvement.
2. Churn rate
Churn rate tracks the percentage of users who stop using your app over a given period of time. High churn rates indicate users aren’t finding long-term value. It’s essential to identify the reasons—whether it’s bugs, lack of engaging content, or strong competition—and fix them quickly.
Formula:
Example: If your fitness app starts the month with 10,000 users and ends with 8,000, your churn rate would be:
(10,000 − 8,000) / 10,000 × 100 = 20%.
This means 20% of users stopped engaging within that month. Offering personalized workout plans or reminders could encourage them to stay. them.
3. Feature usage
Feature usage shows which parts of your app users engage with most often. This metric tells you what users love and what they ignore, helping you decide where to focus development efforts.
Tools like Mixpanel and Amplitude can provide insights into user behavior to prioritize high-value features.
Example: A travel booking app sees high engagement with the “track my flight” feature but low usage for “hotel recommendations.” This insight might push the team to improve hotel-related features or market them better.
4. Retention rate
Retention rate tracks how many users continue to engage with your app after their first visit. High retention means users find your app valuable enough to return regularly.
Formula:
Example: If a language learning app starts the week with 5,000 users and finds that 3,500 of them return within the week, the retention rate would be:
(3,500 / 5,000) × 100 = 70%.
This shows 70% of users are finding value in the app, but adding features like progress milestones or daily challenges could help retain the remaining 30%.
5. Session length
Session length measures users’ average time in your app during a single visit. It is measured by tracking the time between a user opening and closing an app. With tools like Google Analytics, Firebase, Mixpanel, and Amplitude you can get insights into average duration, user behavior, and engagement trends. Longer sessions typically mean users find your app engaging, while shorter sessions might indicate usability issues.
Example: A gaming app with an average session length of 15 minutes shows players are hooked. Meanwhile, a shopping app with 2-minute sessions might focus on making product discovery faster and more intuitive.
6. Session frequency
Session frequency shows how often users open your app in a set period. High frequency means your app has become part of their routine.
Example: A news app sees users opening it 3–4 times daily for quick updates. Encouraging frequency through push notifications like “Breaking News” keeps users engaged.
7. Conversion rate
Conversion rate tracks how many users complete a specific goal, like purchasing or signing up for a newsletter. It directly ties engagement to revenue and other key business outcomes.
Formula:
Example: If an eCommerce app has 20,000 users in a month and 4,000 of them make a purchase, the conversion rate would be:
(4,000 / 20,000) × 100 = 20%.
This means 1 in 5 users is converting, but introducing personalized recommendations or time-sensitive offers could push this number higher.
8. App store ratings and reviews
Your app’s ratings and store reviews are a goldmine of user feedback. They reveal what users love, what frustrates them, and what they want to improve.
Example: A food delivery app consistently receives complaints about delivery delays. Addressing logistics issues and updating users on efforts to improve can rebuild trust.
9. Crash rate
Crash rate tracks the percentage of sessions where the app crashes. A high crash rate leads to frustration and uninstalls, making it a critical metric to monitor and minimize.
Formula:
Example: If a fitness app logs 10,000 sessions in a week and 500 of those sessions crash, the crash rate would be:
(500 / 10,000) × 100 = 5%.
This highlights the need to fix bugs in critical features—like live workout streams—to maintain user engagement and prevent churn.
10. Lifetime value (LTV)
LTV measures the total revenue a user generates while using your app. It helps prioritize retention strategies for high-value users and optimize marketing spending.
Formula:
Example: If a subscription app earns an ARPU of $10 per month and the average user stays active for 12 months, the LTV is:
$10 × 12 = $120.
To boost this number, the app could introduce premium features or upsell options tailored to user preferences.
Also read: Critical Customer Experience Metrics Nobody Talks About
Turning mobile interactions into lasting connections
Mobile engagement isn’t simply about getting users to open your app—it’s about retaining them by providing value each time they do. And the secret to doing that? A clever mix of seamless onboarding, personalized experiences, and tracking the effectiveness of your strategy using the right metrics. When done correctly, your app does more than retain users—it earns their loyalty, improves revenue and makes you stand out in a crowded market.
But here’s the thing: great engagement is built on great support. No matter how effective your engagement strategy is, customers won’t stay with you long if your support doesn’t meet (and exceed) their expectations.
That’s where Hiver comes in. It helps you reply to your customers in real time, track incoming requests, measure team performance, automate workflows, collaborate seamlessly and provide superior customer service—all without ever leaving your inbox.
Ready to transform your mobile customer engagement strategy? Start with Hiver today!
