Drive better user experiences with contextual in-app feedback

User feedback is a vital source of information that shows how your users feel and think about your app.

One of the top reasons why users abandon carts, uninstall apps, or stop using products isn't because they find the user experience buggy or complicated. It’s because they realize no one is there to address their problems. In fact, 96% of unhappy customers won’t proactively complain; they’ll simply leave (source). This leaves you guessing about the reason behind user churn while they’ve already switched to alternatives. That’s why a user willingly sharing their experience is incredibly valuable in itself (source).

So when you collect feedback and use it to optimize your product, your users feel heard. This way, you can achieve five goals through a single action:

• Collect valuable feedback with relevant data.
• Understand user requirements and expectations.
• Address problems.
• Act on changes.
• Boost user satisfaction.

Feedback can be collected in various forms, from multiple channels, using different tools. You can learn more about the differences between feedback types and their benefits in our blog on collecting user feedback.

Among the different options, in-app feedback stands out as one of the most reliable forms because of its ability to capture real-time, contextual responses from users while they're interacting with an application. 

Contextual feedback helps analyze immediate user responses tied to specific interactions inside the app, maintaining the clarity and relevance of their feedback. Users can report bugs, share suggestions, and leave feedback immediately through a simple, frictionless interface.

Collect valuable feedback in simple steps

Products naturally gravitate toward a user-centric approach, aiming to provide a streamlined experience with fewer steps and less friction. That’s why setting up a user-friendly in-app feedback system is a must-have for any digital product. It not only simplifies feedback collection but also contributes to designing a more intuitive and seamless user experience.

It's important to implement a complete, two-way feedback loop, not just for mature products but also for the early stages of development. Early feedback helps product teams gain valuable insights into user behavior and make more informed decisions across various development phases.

Here are some feedback sources you can collect in-app feedback from within the app interface:

• Feedback widgets in the user interface
• Feedback from app settings (on mobile interfaces)
• Resource sections or help icons in forums (on web interfaces)
• In-app surveys and rating pop-ups
• Shake-to-send feedback pop-ups

There are many tools available today to help you collect in-app feedback. Zoho Apptics is a product analytics solution that provides simple methods to collect and analyze user feedback and draw actionable insights to address issues. Let's see how features like in-app feedback and instant bug reporting in Zoho Apptics help you collect contextual feedback sent by users while using your app.

Design a complete feedback loop with Zoho Apptics

Zoho Apptics lets your users share feedback with context and report any bugs or issues immediately without having to leave the application and go through multiple steps. 

Implementing in-app feedback from Apptics helps you analyze user feedback and sentiments, identify and prioritize requirements, and act on them immediately. You can allow users to share their input with relevant diagnostic information and attachments like screenshots and screen recordings for further analysis.

Apptics' in-app feedback feature gives developers complete control over when and how users can share feedback within the app. Feedback pop-ups can be triggered through gestures like shaking the device or taking a screenshot and through UI elements like a help icon, a feedback button, or an option in the app settings, whatever fits best with the app's flow. There are two options:

• Share feedback: Your app users can share their feedback with relevant attachments, like screenshots or a screen recording. They also have the option to share their feedback with their email ID or anonymously.
• Report bug: Similarly, users can take screenshots or screen recordings of issues and report any bugs as they spot them. They can annotate screenshots and mask PII (personally identifiable information) or sensitive information before sharing. 

Provide a privacy-friendly environment for feedback sharing

A good feedback mechanism empowers users to share their thoughts openly, without worrying about exposing personal information in the process.

With Zoho Apptics, you can:

• Automatically mask any sensitive information or PII when users submit screenshots using simple APIs.
• Provide users with the option to annotate and manually mask any additional sensitive information before sharing their feedback or reporting bugs.

When users share feedback anonymously, developers often face a common challenge: they can't follow up to gather additional details or context. This lack of information can lead to ambiguity and delays in resolving issues.

With in-app feedback, users can provide detailed input with rich context without revealing their identity. This way, developers get enough technical details to take action without the need for back-and-forth conversations.

Leverage feedback analysis to improve user experience

Once you collect in-app feedback, you can see an aggregated overview of all types of user responses—feedback, bugs, help, and reports received across platforms in a central dashboard. You can perform sentiment analysis, dive deeper into individual feedback, and access detailed reports to better understand what users are experiencing.

Each piece of feedback is enriched with technical information and detailed context, such as:

• Device-specific info: Includes device ID, model, type, orientation, available memory, and more
• Session details: Logs that capture traces of events, screen navigation, and APIs triggered during the session when the feedback was sent
• Environment details: Covers app version, OS version, battery status, and network connectivity and strength
• Attachments: Screenshots and screen recordings that capture the real user experience

These granular details give you an all-around view of each feedback instance, helping you connect the dots, identify bottlenecks, and spot patterns for the bigger picture. This enables your product team to make data-driven decisions, fine-tune your CI and CD cycles, and implement solutions to continuously optimize user experience.
 

Prioritize and act on feedback effectively

Integration with project management tools like Zoho Projects and ticketing software tools like Zoho Desk and Zendesk helps you prioritize and manage user feedback efficiently. You can assign feedback as bugs, tasks, or support tickets to your team members so they can quickly address the most important issues.

Integrate in-app feedback into the DNA of your product

In-app feedback is vital for understanding what problems users face while interacting with your app and what they expect; whether it's improvements or new features. It reveals what’s working, what’s confusing, and what users really want. 

Zoho Apptics offers the platform you need to build your own in-app feedback system for your digital products across platforms. With Zoho Apptics, you can collect contextual feedback and draw actionable insights that help you deliver optimized experiences that your users will appreciate! 

Learn more about the in-app feedback module and explore our SDK guides for platforms like iOS (Cocoa), Android, Flutter, React Native, Windows, and JavaScript to help you get started.