CricHeroes in a snapshot
With nearly 17 million users, CricHeroes is the world’s largest cricket network. Originally a scorekeeping app for grassroots cricketers, it has evolved into a social sports network relying on performance analytics to improve how members play, watch, and understand cricket.
With CricHeroes, you can do the following:
- Score, analyze, and discuss cricket matches
- Receive detailed insights to improve individual player and team performance
- Find teams to join, tournaments, grounds, umpires, and more
- Register and manage your own tournaments
CricHeroes was looking for precise data regarding how their app is used so they can help improve user engagement and retention rates
CricHeroes wanted to continually improve their app’s features to grow their user base and ensure their customers were getting the best experience possible. The problem was they didn’t have access to data that allowed them to visualize how the user journey unfolded, including where users misclicked and got stuck. Without this data, CricHeroes couldn’t make informed decisions about how to upgrade their app’s features or develop new ones.
To solve the problem, CricHeroes implemented a behavior analytics tool to generate the data and insights they needed. Specifically, they wanted:
- A step-by-step understanding of how people use their app
- To encourage behavior linked to higher user engagement and retention
- Identify points where users stop engaging and mitigate them
- Identify points of strong user engagement and amplify them
Smartlook is a flexible, affordable way for CricHeroes to analyze user behavior
CricHeroes chose Smartlook as it includes the behavior analytics features they wanted at a competitive price.
Once Smartlook was implemented, the CricHeroes team was immediately able to access and explore insights into the user journey.
CricHeroes improves and streamlines the user experience with data and insights from Smartlook
CricHeroes’ product growth team uses session recordings and events to streamline and improve the user journey. Now they have access to precise, real-life data regarding how users interact with their app. With this, they can adjust existing features and develop new ones to optimize the user experience.
This includes improving the onboarding experience, removing unnecessary features, and encouraging user behavior (such as direct messaging) which leads to stronger engagement and retention.
Boosting direct messaging by 11% by giving relevant nudges
Direct messaging is one of the app’s core engagement features. CricHeroes uses automated nudging to encourage users to exchange messages with one another.
By analyzing session recordings, they successfully identified new points along the user journey where users are likely to contact other users. After adding extra nudges at these points, users sent 11% more messages.
Improving the onboarding experience to optimize user retention
Now, CricHeroes is no longer in the dark about what users do after signing up. By pulling up data on specific events — such as viewing scorecards, creating teams, and visiting leaderboards — the CricHeroes team can view all relevant session recordings to identify and analyze behavior patterns.
Seeing what users do before and after a specific event helps CricHeroes understand what users are looking for, what makes them stick around, and what turns them away. These insights enable CricHeroes to adjust their features and workflows to provide a smoother, more enjoyable user onboarding experience and maximize the likelihood that users will continue coming back.
Streamlining the user interface by removing unnecessary or unpopular features
Using Smartlook’s session recordings, the CricHeroes team realized that users rarely responded to pop-ups encouraging them to check their achievements. Instead, users tended to view their achievements after prompts from notifications. To resolve the problem, CricHeroes simply removed the pop-ups.
Analyzing session recordings for specific workflows helps the CricHeroes team identify and mitigate the obstacles that led some users to drop off early. For example, users can challenge other teams to matches. Before, users were required to share their contact information with opposing teams. But once CricHeroes realized this requirement was causing some users to abandon the challenge, they changed it.
Resolving customer queries faster using Smartlook
CricHeroes’ customer support team uses Smartlook to help them resolve customer queries faster. By filtering session recordings to search for user IDs, the team can see what occurred when a specific person was using the app and quickly determine how to resolve the underlying issue.
Next steps for CricHeroes and Smartlook
The CricHeroes team is excited to continue updating and developing new app features based on insights gained from Smartlook. Next, they plan to improve nudges that encourage paid users to repeat purchases. They’re also exploring how insights from Smartlook can help their sales team optimize their landing pages and sales funnel.
