tbi bank is a bank that is focused on providing alternative payment solutions and operates primarily through mobile devices in South East Europe. It is committed to creating an ecosystem that combines financing and shopping to meet their customers' needs. Its primary objective is to assist merchants in expanding their businesses while also providing consumers with financial products and services that simplify their lives.

Challenge 1: Increasing Monthly Active Users (MAU)

One of tbi's main challenges was to increase the Monthly Active Users (MAU) and maintain it at a high level. To achieve this, tbi planned to implement gamification tactics for their users. However, creating such tactics internally requires a lot of time and resources. Therefore, tbi decided to explore third-party solutions to implement the gamification strategy to keep the MAU high.

Challenge 2: Creating a Dedicated Platform for Engagement and Education 

tbi Bulgaria was struggling to provide users with a dedicated hub for further communication and education. They aim to establish a space where they can actively engage with users, impart financial knowledge, and showcase the latest offers.  For example, they want to highlight merchants' offers, providing users with compelling reasons to regularly log in and explore the available opportunities. 

Solution 1: Gamification with Storyly

tbi Bulgaria has implemented a gamification strategy to increase user engagement by creating a different gamification scenario each month, along with a corresponding prize. They use Storyly to create unique gamified experiences that encourage users to visit the app and participate, resulting in steadily higher MAU.

For example, one of their gamification groups is called "Treasure Hunt", where tbi Bulgaria hides a letter in each of their daily Stories. Users are challenged to find all the letters and uncover the hidden phrase. First five people to correctly guess the phrase are selected by tbi Bulgaria as winners. This gamification tactic has proven to be very successful, with the highest response rate from users. This is how tbi Bulgaria started implementing gamification to enhance user engagement.  

Solution 2: Interactive Sticker to Gather Zero-party Data 

With the interactive stickers, tbi Bulgaria has been given a valuable chance to gather feedback from its users. Through Storyly's platform, tbi Bulgaria can engage with its users in a variety of ways, including polls, quizzes, and question stickers among others. These interactive stickers allow tbi Bulgaria to gain valuable insights into its users' preferences, opinions, and behaviors, which can inform its product development, marketing strategies, and overall business decisions. By using interactive stickers, tbi Bulgaria can create a stronger relationship with their users and create a more loyal and engaged customer base.

“Very useful and quite intuitive to navigate through”
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Storyly is an incredible tool that we use for getting to know our mobile app users as well as for increasing our DAU and MAU through engaging content as well as through some fun games and giveaways. Since we started using Storyly, we have active story groups at all times and we check analytics and performance every day. The analytics pages give us beautiful insights on our audience. 
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We increasingly use Storyly for promoting our campaigns that also aim at increasing MAU as well as sales or products.
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-Valeriya Dimitrova, Senior Product Marketing Specialist, tbi bank

Bonus: Targeting Different User Segments with Different Content

tbi Bulgaria is now focusing on providing more personalized and segmented content to their users. They understand the significance of offering customized content to their users and plan to use Storyly to achieve this goal. By converting interactive sticker responses into new segments, they will be able to deliver more personalized content. For instance, they will use poll stickers to ask users about the app's features and functions. This helps identify users who are not familiar with certain features, and tbi Bulgaria will create segments for these users to send informative messages.

Results

With Storyly's engaging and fun gamification capabilities, tbi Bulgaria was able to achieve incredible results:

• 77% engagement rate
• 53% response rate for interactive content with over 65,000 responses
• 8.85% increase in monthly active users (MAU) after the first implementation of gamification with the initial Treasure Hunt
• 17.7% increase in MAU with a consistent gamification strategy including the use of different games in following months
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Moreover, Storyly helped tbi Bulgaria gather valuable feedback from their customers, create personalized content and provide unique and engaging experiences to their users.