Digicel Group, a leading communications and entertainment provider spanning 33 markets across the Caribbean, Central America, and Asia Pacific, embarked on a mission to enhance its mobile app user experience.
With a legacy of over 17 years and a total investment exceeding $5 billion globally, Digicel aimed to exceed customer expectations. Their goal was clear: to forge deeper customer connections, reduce reliance on customer support teams, and boost customer lifetime value through memorable app interactions.
Retention
50% surge in retention rates, solidifying Digicel’s position as a customer-centric brand.
Sessions
One million additional app sessions, a testament to Digicel’s commitment to delivering a positive user experience.
Engagement
3x increase in mobile engagement rate, signaling a substantial improvement in customer satisfaction.
Insights
Enhanced insights into customer preferences and behavior, translating to tailored offerings for every user.
The Challenge
In a world saturated with apps vying for attention, Digicel faced a considerable challenge. They needed to ramp up app activity while simultaneously reducing customer service calls. But they didn’t stop there. Digicel dreamed of creating personalized app experiences that would captivate users and nurture long-term relationships.
They knew if they could reach users when it mattered most with relevant messaging, they could maximize engagement and strengthen customer connections.
By implementing a solution that could process and segment billions of live customer actions and optimize messaging, Digicel could confidently scale meaningful communications and refine their engagement.
The Solution
To address these challenges, Digicel partnered with MessageGears, leveraging advanced targeting and triggering capabilities to create dynamic user journeys at scale. Using sophisticated A/B testing, Digicel fine-tuned their messaging to deliver experiences that deeply resonate with customers.
With the ability to experiment with as many as 99 resource variants at a time, Digicel could gain valuable insights into user behavior and identify the variants generating the most ROI. They could then use these insights to deliver optimized push and in-app messages that deliver real value, inspire action, and move the needle on engagement, retention, and revenue.
The Outcome
With MessageGears, Digicel could confidently scale relevant communications in a way that showcases the value of their app and deepens customer relationships. Through this strategic partnership and innovative solutions, Digicel has made a positive impact on its mobile engagement strategy, achieving remarkable growth in retention rates and app user activity.
The results speak volumes:
- 50% surge in retention rates, solidifying Digicel’s position as a customer-centric brand
- One million additional app sessions, a testament to Digicel’s commitment to delivering a positive user experience
- 3x increase in mobile engagement rate, demonstrating a substantial improvement in user satisfaction
~ Lola Akinyinka, Director of Digital Products
Driving high-value interactions at scale
In an ongoing collaboration, MessageGears proudly stands as Digicel’s trusted partner, continually delivering push and in-app messages that improve onboarding, engagement, and customer satisfaction.
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