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Have you tried push notifications as a communication channel with your customers?
Maybe it is because you do not have a mobile app, which for the longest time was how consumers could subscribe to
Progressive Web Applications make native push notifications available to any website using a service
worker on just about every platform and browser.
Apple is the lone holdout at this point. Which is ironic since they introduced push notifications to the world in
But that should change in the future as they feel market pressure build toward progressive web apps and native push
notifications via service workers.
Push notifications are CMS or server platform agnostic. So, they will work with sites based on WordPress, Magento,
You will need a push management service and of course client-side code to manage subscriptions and a service worker
to display messages.
Even better push messaging is a low cost, high engagement channel. Push consistently out performs email and other
marketing channels, with higher returns on investment.
Notifications are a great marketing tool for businesses because they help you stay in contact with your users.
Push notifications are a messages sent from a server to a subscribed client. They are passed in the background and
do not require the user to be active on your website or even have the browser open.
When a device receives a push notification a toast or message window is displayed. If the user is not active on
their phone Android will display the notification on their lock screen.
While push is similar to SMS and email but there are some key differences I will review below.
Push notifications are a low-cost messaging channel with proven high engagement rates and low friction for consumers
to manage subscriptions.
Just don’t abuse the channel or you will be sure to lose valuable subscribers.
The Business Case for Push Notifications
When a customer or visitor enables your push notifications you have an opportunity to send them messages at your
Now you can immediately send them a message when you have a new coupon, discount or promotional offer.
But it gets better, you can do more than just send promotions, you can send valuable information or encourage them
to read your latest content or watch a new video.
Another idea is to send a content sequence to educate about your products or services.
Basically, anything you might have traditionally sent an email to communicate information can be done via a push
notification with a call to action that drives them back to your site.
From there you can kick in additional steps in your sales funnel.
Do you have an abandoned cart problem? A subscribed user can be nudged a little to finish their order!
So let’s look at some rules for maximizing engagement rates.
Notifications from any channel are interruptions to a user’s focus. Too many or inconvenient interruptions run the
risk of alienating subscribers by overloading them with irrelevant content.
Don’t overuse push notifications to avoid a negative impact on your overall engagement. A strategy that bombards
readers may generate an initial spike in traffic, but this comes at the cost of the reader experience.
In fact for most verticals users get fatigued when more than 2 messages are sent per week. But this can vary by
demographics. Even millennials don’t like getting pestered.
A general rule is be kind to your subscribers.
You need to realize there is a truth about message subscriptions:
All readers will stop engaging with your notifications, at some point.
On average, the CTR decreases by a factor 0.4 from week one to week five. That is if the CTR is 1% at week one, in
week five it is at 0.4%.
Eventually a subscriber will ignore messages and eventually unsubscribe.
I know I have turned off messages from different social media services. They were so annoying, especially Facebook.
This is why a good notification service will allow you to not only track engagements, but also build some
intellegence into your service.
I like to think of this as pumping the breaks. When a subscriber has not engaged with notifications over a period of
time, I like to mute them for a period of time or slow down messages.
If done properly this can increase their engagement with future messages. In a way infrequent messages can seem more
important to the subscriber.
There are many situations you may need to manage. What happens when a consumer unchecks the subscribe button and
then checks it again?
Do you run them through your onboarding sequence again?
Hopefully not, but it can reset their message frequency, which may not be desireable. This is why you need
additional tracking beyond just the subscription object supplied by the browser.
For most businesses I suggest keeping their strategy simple until they get a handle on how push notifications work
and how their audience reacts.
A Quick Introduction to How Push Notifications Work
Push notifications are enabled by service workers. This means your website needs to register a service worker before
push is enabled.
If you are not familiar with service workers this is the key technology powering progressive web applications. Each
site can register a service worker, which runs in a background process.
It is this background process model that empowers service workers to be able to receive and display push
notifications, even when the user is not actively using their device or when the browser is closed.
Before you can send notifications to a customer or lead you need their permission. You may be seeing requests to
send you notifications on many sites.
This is because you, the visitor needs to agree to let the site send you push notifications first.
When you agree to push notifications the site is given a subscription object, which it needs to manage. What happens
is all invisible to the user. The subscription data should be sent to the server or cloud to be managed by the
Once you get permission you can then send notifications. The subscription object contains some encrypted, anonymous
information you will need to send to the device’s notification service.
Your system can send a message, which is a string, but is typically a JSON formatted piece of data the service
worker will consume and display the desired message.
Don’t worry if you are not technical, a good push service will abstract the geeky stuff away. You will only need to
manage your messages, schedules and triggers. Hopefully this will be done through a non-tech friendly
How Push Notifications Differ From Text (SMS) Messages
The two message types appear similar on a user’s lock screen and both have similar response rates. They differ in
how you can convey information, banding and actions.
Both mediums display messages almost instantaneously, assuming the consumer’s device is connected to the Internet.
Both will sync or transmit when they come back online.
Text messages are just that, plain text. You can include a call to action, like a link to a promotion or your latest
blog post. But you generally do not attach imagery or more than one option.
A push notification can include more than just text, you can also reference a product or promotional image. You can
also add a one or two call to action buttons.
While there are some tools that allow you to text a desktop, this is rare. Push notifications can be sent to any
device your customer has subscribed. This is typically their phone, but progressive web applications make it
possible to push messages to desktops as well.
One big difference between the two channels is cost. SMS messages cost more to send and may trigger usage fees for
your customer. Push notifications have no charge associated with the platform for either the sender or the
Both forms of messaging do require management for businesses, which is what messaging services charge.
The other current difference between the two channels is Apple. Right now web based push notifications (subscribed
from your progressive web app) are not supported by Apple. They are the only platform that does not support native
As a fallback, or polyfill in geek terms, SMS provides a viable alternative.
When Apple enables native push notifications any site supporting push should be able to implement them without code
changes, assuming your code is properly designed.
While the two channels are similar, they do have a few differences. We offer both communication channels as a
standalone service and integrated with our web solutions.
A best practice is to let your visitors decide what channel they would like to receive notifications. They might
want both, you never know.
Push Notifications Engagement vs Alternatives
Today there are several direct messaging channels consumers can subscribe or interact. These include native push
notifications, SMS/Text messaging, email and chatbots.
Since I am covering push in detail in this article I will focus on the other channels for a few paragraphs.
SMS Text Messaging
Very simlar to push notifications SMS or text messages allow you to send a short message to the subscriber. You are
typically limited to about 160 characters, but today many platforms will combine longer messages.
You can attach media, like images or video, but this typically costs extra.
Speaking of cost, SMS messaging can be expensive for you and your customer.
Today most phone plans include unlimited text messaging, but many consumers still have plans with limited messaging
and are often charged $0.10 or more per message.
Services, like ours, also charge a little more for SMS messaging than push notifications. This is because it cost a
little more to send these messages than push.
Both channels have similar management infrastructure, the services are billed differently for message transport.
SMS, like push, has a very high engagement history and can serve as a fallback for platforms, like Apple, that do
not support native push notifications yet.
The king of direct modern marketing, email marketing has been used since the Internet became mainstream. That may
also be its Achilles heel.
If you are like me I get about 100-300 emails a day from a automated subscriptions and newsletters. Many I signed up
for years ago and cannot unsubscribe.
The engagement rates for email is relatively low.
Messages take a while to create, if you want them to stand out.
Email services like ConvertKit, MailChimp and AWeber start at $30/month and increase. There are some free plans to
help you start out, but once you have more than a few thousand subscribers, and you will need thousands of
subscribers to see tangible engagement, the costs quickly add up.
On top of that you have to be careful to stay out of junk message folders or have your server blocked all together.
Since many consumers use GMail as their service and email client, most subscription message wind up in the
promotions tab, which is often ignored.
These are just some of the reasons why email marketing is seeing diminishing returns.
It still works, just not as well as it used to.
This is another relatively new communication channel. The popularity and accessibility of artificial intelligence
has make chatbots affordable for most businesses.
The challenge they present is training the chatbot engine to provide proper answer to questions. The consumer also
needs to be on your website or engaged through another platform, like Facebook.
Engagement rates for chatbots seem to be good.
There are two types of chatbots I see used, artificial intelligence driven and a live person.
The problem with the later is it requires a dedicated employee to answer questions and is only available while they
Artificial intelligence can work for your 24/7, but require structured training by you or your staff. They also
require a limited vocabulary to be used by your clients, otherwise they may not understand how to answer inquiries.
Pricing for many services tends to be on the high side today. But that can change as the service becomes more
Push Notification Best Practices
The first rule for successful push notifications is to not immediately interrupt a site visitor begging for
permission to send notifications.
How many sites immediately assume you want a long term relationship the moment you click a search result.
Instead let the consumer see what you have to offer and get to know you. You can chose several engagement strategies
for prompting a visitor to opt into receiving push notifications.
The first strategy is in your long form content inject an offer or promotion halfway or later in the content.
Include a call to action button or link. You can then trigger the permission prompt.
You could also take then through a nurturing sequence, much like most lead magnet sequences. Offer them some value
for permission to send notifications.
In fact you will probably see higher conversions on your lead magnets with push notifications because the user does
not need to switch context to check their email, click a link that opens a new browser tab, etc.
You can prompt them and immediately send a notification that opens the final offer.
It is less friction for your lead and a cheaper option for you.
In the near future I think browser vendors like Google and Microsoft will gate push notification permissions behind
a user action. This means they must choose to press a button before you can execute code to prompt them for
permission. So you might as well build this into your strategy.
Plus, it is just more friendly. When was the last time you enjoyed a stranger running up to you and asking you to
purchase something from them?
No one wants to glance down at a book. Notifications are meant to be short and simple. You can add call to action
buttons on most platforms so those more interested can read more or engage directly.
Your first notification engagement is probably the user’s lock screen. Here is where you need to be concise and get
your message across as quickly as possible.
For Androids the actual length varies, probably due to screen size. But you have between 35-42 characters to get
that user to unlock their phone and check out your full message.
So make those first few characters count.
The limitations do not end there, long messages are truncated in the notification toast. Some browsers allow
messages to expand when the user rolls over the message.
While there no magical length, shorter and more concise is probably the winning formula.
Each customer is unique. Don’t send the same message to everyone.
Connect with individual subscribers with information they want. This is why subscriber segmentation is important.
A restaurant open for breakfast, lunch and dinner has three unique customer types. Sending a lunch promotion to
someone that works across town may not be useful. But a dinner special might.
This is why it is important to learn more about your subscribers than just their encrypted subscriber data.
This practice adds a layer of management to your marketing strategy but can pay high dividends. Instead of
interrupting customers with offers they are not interested in seeing, you only send messages they are more likely
This means they will have a higher level of satisfaction with their subscription and your messages will have a
higher engagement rate and return on investment.
What Browsers and Platforms Support Push Notifications?
As of this writing the only modern browser without push notification support is Apple’s Safari. Edge, Chrome,
FireFox, Samsung Internet etc. all support native push notifications.
Beyond the browser Windows and Android both support push.
And if you are wondering if Edge, FireFox or Chrome on iOS support push, they don’t. They are what we call pseudo
browsers. Because of Apple policies they are not allowed to use their engines on iOS, they must use the same engine
Safari uses. This means no push notifications.
You may also see some push service providers claim they can send push notifications on iOS. But they cannot. When
you dig into what they offer it is often messages through another application, like Facebook Messenger, and not
native push messages.
This is bad because now you have two layers of abstraction, Facebook and the platform. Either could disrupt your
ability to communicate with customers.
Push is one channel to reach your customers with your brand and marketing messages. You can obviously promote
specials and coupons, but don’t forget important news, announcements and retargeting opportunities.
One key difference push messages offer over other messaging channels is a simpler to create and cheaper to send
medium. Plus response rates are much higher than traditional messaging channels like email marketing.
We think push is a tool every business should leverage, but it is only one channel. It should be integrated with
your overall marketing strategy.
Other channels your business should also utilize is SMS, email and even chatbots. An important thing to remember is
you need to be accessible by customers in the channel they want to use. Push is one of those channels.
If you want to know more about how our chat service works please reach out to us. We make it
available as part our custom web solutions and as a subscription-based service.
This content was originally published here.