Learn how to build in-app communities that boost engagement, retention, and loyalty through chat, moderation, and user-driven features.

What Are In-App Communities, and How to Build Them From Scratch

The latest releases introduce new solutions to boost user engagement, education tools for admin panel users, and improved control and management features. Read more, and book a demo call if you’d like to learn more.

The latest release introduces new solutions to boost user engagement, enhanced education tools for admin panel users, and improved control and management features. Read more, and book a demo call if you’d like to learn more.

AI Coach, Spanish back office, and many more

<h2>New features for your users&nbsp;</h2><h3>Personal conversational AI bot&nbsp;</h3>Users watch and cheer on many various events on our clients’ platforms, and of course, they cannot be experts in all of them by default. So, they used to need to go somewhere else to Google and search for all the desired information about athletes, teams, results, and more. Now, they can get all of these right in a chat. Due <a target="_blank" rel="noopener noreferrer" href="https://watchers.io/ai-assistants">to AI Coach, an AI agent </a>that finds and shares sports info with your users in a private convo or in a public chat. Learn more about our new functions or try to ask AI Coach yourself <a target="_blank" rel="noopener noreferrer" href="https://watchers.io/stands">on the demo stand.</a><h3>Giveaway-bot</h3>You can run the giveaway quizzes for your users in a chat. Engage them more and grow retention at the same time: if your users joined the quiz, they will definitely come back to know the results. You can run such quizzes for all users or for those with specific badges.The bot can be activated through the admin panel.<h2>New opportunities in the back office</h2><h3>User profile, and search</h3>You can find any user who visited your chat even once and use this userID or nickname. Besides this, you can check the last activity of these users, their avatars, nicknames, messages, as well as bans if they were banned and reports if they were reported. Using these user pages, you can also manage them, for example, reset avatars or nicknames if they break some rules.<h3>Spanish back office</h3>The back office interface switches the language according to your browser settings. Still, you can also choose the needed language manually.<h3>Educational videos</h3>We’ve added video guides that will help you to learn the admin panel, its settings and functions, and how to operate with the best results you can achieve.<figure class="image"><img style="aspect-ratio:1928/1088;" src="https://cdn.eu.watchers.io/06bb0e0b-30ca-4008-b7f6-6642f0b85816.png" width="1928" height="1088"></figure><h3>Data on marketing offer usage</h3>You can download the useIDs of users who viewed and engaged with your marketing offers, in-feed and pop-ups. You can reuse this info for more precise management of your promo and marketing activities.<h3>Pre-moderation managing</h3>Now, even default blocking lists can be set up or turned off. Manage pre-moderation as you wish, and add new filter lists more conveniently.<h2>Additional control</h2><h3>Limits for sharing</h3>If you use any of our social widgets, you can restrict how many times users can send the same win, deal, or bet in a chat. The setting is optional; the number can be limited on the widget settings page on the admin panel.<h3>Read-only mode opportunities</h3>You can decide on your own how <a target="_blank" rel="noopener noreferrer" href="https://docs.watchers.io/docs/read-only-mode-in-no-auth-zone#/">read-only mode </a>will look on your chat. You can add a button, link, or just explain what users should do to join the conversation. Also, you can set specific information widgets just for read-only users.<h2>Small improvements</h2><ul><li>Badges with triggers: you can award your users not only for future actions but also retrospectively.</li><li>Communication mode became even more convenient: decide from a regular user or admin you want to communicate in a chat.</li><li>Video changes its layout when the user changes the device orientation while watching. So, video watching in a chat becomes more natural and habitual.</li><li>We’ve started to inform you about the dashboard updates. See the exact time and date when the metrics were updated last.</li><li>Badge tooltips can be multilingual, as is your whole chat. Just add all necessary variations while setting up the badge, and the tooltips will be shown accordingly with the interface language of the user.</li><li>Users can send HEIX images in a chat.</li><li>While creating the badge, you can use the HEX code to choose the specific colour.&nbsp;</li></ul>&nbsp;And of course, besides this, we always work with the security of our chats to guarantee all our clients and their users the most comfortable and trusted environments for exchanging ideas and emotions.<h2>Get in touch</h2><p class="MsoNormal" style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);border-width:0px;box-sizing:border-box;color:rgb(0, 0, 0);font-family:Inter;font-size:0.9375vw;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:1.35417vw;margin:0px 0px 1.30208vw;orphans:2;outline:0px;padding:0px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:baseline;white-space:normal;widows:2;word-spacing:0px;"><span style="-webkit-tap-highlight-color:transparent;border:1pt none windowtext;box-sizing:border-box;font-style:inherit;font-weight:inherit;line-height:16.1px;margin:0px;outline:0px;padding:0cm;vertical-align:baseline;" lang="EN-GB" dir="ltr">Please <a style="-webkit-tap-highlight-color:transparent;border-width:0px;box-sizing:border-box;color:rgb(87, 89, 255);font-family:Inter;font-size:0.9375vw;font-style:inherit;font-weight:400;line-height:1.35417vw;margin:0px;outline:0px;overflow-wrap:break-word;padding:0px;text-decoration:none;transition:color 0.4s;vertical-align:baseline;" target="_blank" rel="noopener noreferrer" href="https://calendly.com/watchers-platform/social-tools-for-your?month=2025-08"><span style="-webkit-tap-highlight-color:transparent;border:1pt none windowtext;box-sizing:border-box;font-style:inherit;font-weight:inherit;line-height:16.1px;margin:0px;outline:0px;padding:0cm;vertical-align:baseline;" lang="EN-GB" dir="ltr">get in touch with us</a><span style="-webkit-tap-highlight-color:transparent;border:1pt none windowtext;box-sizing:border-box;font-style:inherit;font-weight:inherit;line-height:16.1px;margin:0px;outline:0px;padding:0cm;vertical-align:baseline;" lang="EN-GB" dir="ltr"> if you'd like to integrate community chats with your website or app. We'll be happy to help you find the best solution.&nbsp;

Explore 10 of the best multiplayer games with in-game chat, from Roblox to Rust. Learn how voice, text, and proximity chat shape player experiences.

Talking, Teaming, and Thriving: How In-Game Chats Affect Players’ Experience

<div style="font-size:14px;line-height:1;" id="toc">On this page&nbsp;&nbsp;<a href="#introduction">Introduction</a>&nbsp;<a href="#roblox">1. Roblox</a>&nbsp;<a href="#call-of-duty">2. Call of Duty</a>&nbsp;<a href="#dota-2">3. Dota 2</a>&nbsp;<a href="#league-of-legends">4. League of Legends</a>&nbsp;<a href="#apex-legends">5. Apex Legends</a>&nbsp;&nbsp;<a href="#minecraft">6. Minecraft&nbsp;</a>&nbsp;<a href="#sea-of-thieves">7. Sea of Thieves</a>&nbsp;<a href="#rust">8. Rusts</a>&nbsp;<a href="#fortnite">9. Fortnite</a>&nbsp;<a href="#warframe">10. Warframe</a>&nbsp;</div><div class="page-break" style="page-break-after:always;">&nbsp;</div><h2 id="introduction">Introduction</h2><a target="_blank" rel="noopener noreferrer" href="https://watchers.io/post/You-Never-Game-Alone-Chats-and-Live-Streaming-to-Make-Gaming-Brighter">In-game community chats have become</a> the lifeblood of multiplayer titles. Beyond the action itself, players bond, joke, strategise, and sometimes clash through the chat windows or voice channels embedded directly in the gameplay. While moderation and design vary, these systems shape how communities grow. Below, we explore ten popular titles where the chat isn’t just a feature; it’s a vital part of the experience.Recently, Nintendo Switch announced and released in-game chat, allowing players to communicate during gameplay with voice or video. The news is stunning: Mario games are becoming even better than they used to be. There is a new chat creation feature, along with a list of chats available. So players can now literally be together on the road. Players can share screens and delete backgrounds from their videos, as in meetings. Let’s explore other game solutions that enable gamers to express emotions directly within the game.<h2 id="roblox">1. Roblox</h2>Roblox has a mix of text chat and console-style voice chat, depending on the game within the platform. Also, players can convert voice into text, which helps them stay on track. Players use the chat feature to coordinate in mini-games, roleplay, or just hang out. However, moderation <a target="_blank" rel="noopener noreferrer" href="https://www.youtube.com/shorts/gZ_DsIs4xaM">remains</a> a hot topic: many users note flaws in the system, where inappropriate language sometimes slips through. Despite this, Roblox’s in-game chat is still central to its identity, particularly for younger players experimenting with social play.<figure class="image"><img style="aspect-ratio:1947/978;" src="https://cdn.eu.watchers.io/d7094266-b24a-455b-a16b-693cb7a10768.png" alt="The best games with in-game proximity text chat - Roblox" width="1947" height="978"></figure><h2 id="сall-of-duty">2. Call of Duty (Modern Warfare III, Modern Warfare II, and Warzone)</h2>COD’s in-game chat is voice-first, with text channels supplementing lobbies. Recently, Activision integrated AI moderation (ToxMod) to combat harassment and hate speech. Some players welcome the reduction in toxicity, while others <a target="_blank" rel="noopener noreferrer" href="https://www.youtube.com/shorts/k9RLIV0B9J8">complain</a> that the filter also discourages free banter (you can find many discussions of this on <a target="_blank" rel="noopener noreferrer" href="https://www.reddit.com/r/COD/comments/1h6z0h9/down_with_ai_moderation/">Reddit</a>). Still, the immediacy of COD’s voice comms, whether for “smack talk” or tactical updates, remains a hallmark of its multiplayer atmosphere.<h2 id="dota-2">3. Dota 2</h2>Valve’s Dota 2 features team voice chat, party chat, and the <a target="_blank" rel="noopener noreferrer" href="https://www.youtube.com/watch?v=flLahwS4kS4">famous “chat wheel,”</a> which is a radial menu of quick, often sarcastic, preset lines. This design lets players communicate instantly without typing, which is critical during fast matches. The community is divided: some adore the humour, others bemoan the saltiness. Still, the chat wheel has become a cultural touchstone in e-sports broadcasts.<h2 id="league-of-legends">4. League of Legends</h2>Like Dota, League of Legends offers team text chat and pings. Voice chat is limited to premade parties, which reduces random toxicity but also <a target="_blank" rel="noopener noreferrer" href="https://www.youtube.com/watch?v=_jWojvzeXyM&amp;t=5s">frustrates</a> players who want whole team comms. The typed chat system, meanwhile, is infamous: memes about “mid or feed” trace back to LoL lobbies. Riot has invested heavily in moderation tools, but the chat remains both loved and loathed.<h2 id="apex-legends">5. Apex Legends</h2>Apex stands out for its ping system, a smart contextual tool allowing players to “chat” non-verbally with markers. Players can press a button on PlayStation, RB on Xbox, or PC to place a contextual ping or send an "enemy here" ping. The game also includes squad voice chat, which fans say enhances immersion during firefights. <a target="_blank" rel="noopener noreferrer" href="https://www.ign.com/articles/2019/02/12/apex-legends-review">Reviewers</a> and players note the community is more cooperative than in other shooters, largely thanks to Respawn’s clever blend of silent and spoken communication.<h2 id="minecraft">6. Minecraft&nbsp;</h2>The world of little Minecrafters offers a text-based in-game chat system that serves both communication and commands. Players can use the chat box to type messages and run commands. In Bedrock Edition, users enjoy more customisation within the chat screen itself, such as changing font, text colour, and size, as well as options for opacity and delay settings. Of course, Minecraft supports quite<a target="_blank" rel="noopener noreferrer" href="https://help.minecraft.net/hc/en-us/articles/360058605852-Understanding-Minecraft-Social-Features-for-Child-Safety-Online"> strict moderation</a>. Still, because of the extremely young audience, the constant <a target="_blank" rel="noopener noreferrer" href="https://www.cybersafetyguy.com/p/minecraft-a-parents-guide-7189228ba96c">argument</a> about the safety of the Minecraft community tools continues.<figure class="image"><img style="aspect-ratio:1920/1080;" src="https://cdn.eu.watchers.io/8b6d9018-023c-4fe2-9d15-71f318d59886.png" width="1920" height="1080"></figure><h2 id="sea-of-thieves">7. Sea of Thieves</h2>In Rare’s pirate sandbox, proximity voice chat is as important as the sword or cannon. Crew members coordinate their sailing, but nearby strangers can also be heard, leading to hilarious, tense, or chaotic encounters on the high seas. Many players say these unpredictable voice interactions are the game’s “secret sauce,” creating emergent stories that no script could match. Sea of Thieves &lt;a target=" rel="noopener noreferrer" href="https://www.gamesradar.com/sea-of-thieves-is-pulling-voice-and-text-chat-between-crews-from-arena-due-to-toxicity/"&gt;faced problems with toxicity, and instead of shutting the chat, aimed to make the “criticism of other ships” constructive and polite. Now chat, voice-to-text, and Pirate Chat wheel are available in the game.<h2 id="rust">8. Rust</h2>Another survival title, Rust, relies heavily <a target="_blank" rel="noopener noreferrer" href="https://www.pcgamer.com/rust-review/">on proximity and party chat</a>. Players can shout warnings, negotiate trades or roleplay, though betrayal is always a risk. Reviews often <a target="_blank" rel="noopener noreferrer" href="https://www.cyberpowerpc.com/blog/rust-early-access-review-a-game-i-love-to-hate/#:~:text=But%20at%20its%20best%2C%20Rust,is%20an%20exercise%20in%20masochism.">highlight</a> how a simple “hello” over the voice can spark alliances… or ambushes. Rust’s chat is unfiltered and raw, which many see as part of its charm, but many players’ reviews highlight its connection with high-level toxicity and a potentially frustrating experience.“Everyone’s already playing with their friends, communicating with each other exclusively on party chat. I’ve only ONCE met a couple of friendly people via proximity/game chat. 99.99% of the time, this game just feels like Call of Duty with the addition of base-building elements. I like talking to randoms.” — <a target="_blank" rel="noopener noreferrer" href="https://www.thexboxhub.com/rust-console-edition-review/#:~:text=The%20animation%20on%20the%20characters,department%20can%20take%20a%20bow">TheBoxHub.</a><h2 id="fortnite">9. Fortnite</h2>Fortnite recently <a target="_blank" rel="noopener noreferrer" href="https://gamerant.com/fortnite-text-chat/">introduced</a> a redesigned chat feature, which now includes three channels: game (all players), party (chatting with squad members), and direct messaging. Also, they improved the filtering system to provide stronger protection of personal data. Fortnite <a target="_blank" rel="noopener noreferrer" href="https://www.researchgate.net/publication/350314539_Fortnite_and_New_Kids'_Sociabilities">boasts</a> the largest community, and its internal social features are poised to take it to the next level.&nbsp;<figure class="image"><img style="aspect-ratio:1920/1080;" src="https://cdn.eu.watchers.io/bbda4eb7-9480-4b10-bf1c-4eadb0b2c9e7.jpg" alt="The best games with in-game chat feature - Fortnite" width="1920" height="1080"></figure><h2 id="warframe">10. Warframe</h2>Digital Extremes’ Warframe has a reputation for being one of the friendliest online communities. Its chat channels (region, clan, squad, trade, and private whispers) are well-moderated, with staff and players alike encouraging a welcoming tone. For newcomers, chatting in-game often leads to veterans gifting resources or tips. The chat feels less like a battleground, more like a lounge.“[The in-game chat] is a place you can go and say ‘I really have no idea what I’m doing’ or ‘does anyone have advice for this build?’ Warframe is a complex cooperative hard sci-fi world. For us that channel has been a necessity.” — <a target="_blank" rel="noopener noreferrer" href="https://www.theguardian.com/games/2024/feb/28/in-a-toxic-online-world-warframe-is-a-refuge-for-my-son-and-millions-of-others#:~:text=But%20with%20Warframe%2C%20the%20experience,who%20regularly%20play%20with%20him">Guardian</a>.***From Roblox’s creative chaos to strictly moderated Warframe, in-game chat defines how we experience multiplayer worlds. While moderation, toxicity, and design all affect the mood, the chat window or mic button remains the digital campfire around which communities gather. Whether you’re shouting across the seas in Sea of Thieves or dropping a cheeky “Well Played!” in Dota 2, these interactions are what transform games into living worlds.<p style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);border-width:0px;box-sizing:border-box;color:rgb(0, 0, 0);font-family:Inter;font-size:0.9375vw;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:1.38;margin:0pt 0px;orphans:2;outline:0px;padding:0px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:baseline;white-space:normal;widows:2;word-spacing:0px;" dir="ltr"><span style="-webkit-tap-highlight-color:transparent;border-width:0px;box-sizing:border-box;font-style:normal;font-variant:normal;font-weight:400;margin:0px;outline:0px;padding:0px;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">***<p class="MsoNormal" style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);border-width:0px;box-sizing:border-box;color:rgb(0, 0, 0);font-family:Inter;font-size:0.9375vw;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:1.35417vw;margin:0px 0px 1.30208vw;orphans:2;outline:0px;padding:0px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:baseline;white-space:normal;widows:2;word-spacing:0px;"><span style="-webkit-tap-highlight-color:transparent;border:1pt none windowtext;box-sizing:border-box;font-style:inherit;font-weight:inherit;line-height:16.1px;margin:0px;outline:0px;padding:0cm;vertical-align:baseline;" lang="EN-GB" dir="ltr">Please <a target="_blank" rel="noopener noreferrer" href="https://calendly.com/watchers-platform/social-tools-for-your?month=2025-08"><span style="-webkit-tap-highlight-color:transparent;border:1pt none windowtext;box-sizing:border-box;font-style:inherit;font-weight:inherit;line-height:16.1px;margin:0px;outline:0px;padding:0cm;vertical-align:baseline;" lang="EN-GB" dir="ltr">get in touch with us</a><span style="-webkit-tap-highlight-color:transparent;border:1pt none windowtext;box-sizing:border-box;font-style:inherit;font-weight:inherit;line-height:16.1px;margin:0px;outline:0px;padding:0cm;vertical-align:baseline;" lang="EN-GB" dir="ltr"> if you'd like to integrate in-app community chats with the high-level moderation system into your website, app, or game. We'll be happy to help you find the best solution.***<h2>Sources</h2><ul><li>In a toxic online world, Warframe is a refuge for my son – and millions of others | <a target="_blank" rel="noopener noreferrer" href="https://www.theguardian.com/games/2024/feb/28/in-a-toxic-online-world-warframe-is-a-refuge-for-my-son-and-millions-of-others#:~:text=But%20with%20Warframe%2C%20the%20experience,who%20regularly%20play%20with%20him">Guardian</a></li><li>Rust Console Edition Review | <a target="_blank" rel="noopener noreferrer" href="https://www.thexboxhub.com/rust-console-edition-review/#:~:text=The%20animation%20on%20the%20characters,department%20can%20take%20a%20bow">TheBoxHub</a></li><li>Rust Reviews | <a target="_blank" rel="noopener noreferrer" href="https://www.pcgamer.com/rust-review/">PC Gamer</a></li><li>Early Access Review - A game I love to hate | <a target="_blank" rel="noopener noreferrer" href="https://www.cyberpowerpc.com/blog/rust-early-access-review-a-game-i-love-to-hate/#:~:text=But%20at%20its%20best%2C%20Rust,is%20an%20exercise%20in%20masochism.">CyberPower PC</a></li><li>Sea of Thieves is pulling voice and text chat between crews from Arena | <a target="_blank" rel="noopener noreferrer" href="https://www.gamesradar.com/sea-of-thieves-is-pulling-voice-and-text-chat-between-crews-from-arena-due-to-toxicity/">GamesRadar+</a></li><li>Apex Legend Reviews |<a target="_blank" rel="noopener noreferrer" href="https://www.ign.com/articles/2019/02/12/apex-legends-review"> IGN</a></li><li>You Never Game Alone: Live Chats and In-app Live-Streaming to Make Gaming Brighter | <a target="_blank" rel="noopener noreferrer" href="https://watchers.io/post/You-Never-Game-Alone-Chats-and-Live-Streaming-to-Make-Gaming-Brighter">Watchers Blog</a></li><li>Fortnite and New Kids Sociabilities | <a target="_blank" rel="noopener noreferrer" href="https://www.researchgate.net/publication/350314539_Fortnite_and_New_Kids'_Sociabilities">European Journal of Social Sciences</a></li><li>Fortnite is finally adding the chat feature &nbsp;| <a target="_blank" rel="noopener noreferrer" href="https://gamerant.com/fortnite-text-chat/">GameRant</a></li></ul>&nbsp;

Why is moderation so crucial for platforms? How does it influence customer behaviour and loyalty? What do recent studies claim on the connection between safety in digital space and business growth? And how do we handle this?

Keep community chats safe without censorship. See how Watchers uses layered AI and human moderation to reduce toxicity, block spam and protect your brand.

Safety vs Censorship: Watchers’ Community Moderation

Watchers’ CPO Adel Gaisin discusses analytics, metrics, and user insights that can completely transform platform performance.

Adel Gaisin, CPO at Watchers, shares how their analytics system was built and can be used, how the company protects personal data and complies with regulations in different markets, and how user insights gathered from chats can change everything.

Adel Gaisin: “We know how to work with user feedback, extract the meaning, and communicate it to the client”

An AI assistant will help with the back office, triggers for badges award your users automatically... Read to know about other improvements for the best and clearest experience.

Discover the latest Watchers community chat platform updates: automated badge triggers, enhanced user experience, paywall integration, and powerful back office tools to boost engagement and monetisation.

Last Product Updates: New Features & Enhancements

<h2>Triggers for Badges</h2>We’ve added triggers to <a target="_blank" rel="noopener noreferrer" href="https://docs.watchers.io/docs/badges">our badge system</a>. Now, our clients can build an automated badge experience. This means your users can earn badges by sending a certain number of messages, frequently reacting (e.g., Chat Empath), or maintaining a streak – for example, by using chats regularly. This helps users feel more engaged, similar to how Duolingo motivates learners.<h2>Look and Feel in Chat</h2>We prioritise making the <a target="_blank" rel="noopener noreferrer" href="https://watchers.io/post/perfect-UX-criteria-watchers">end-user experience simple and enjoyable</a>. Digitally savvy users engage with multiple messengers and social platforms, and they have high expectations. That’s why, over the past month, we’ve introduced several minor improvements to make users feel as comfortable as possible:<ul><li>Swipe to reply</li><li>A selected image gallery</li></ul><h2>Paywall in Chat</h2>Previously, chats could be shown in read-only mode. Now, you can place <a target="_blank" rel="noopener noreferrer" href="https://docs.watchers.io/docs/readonly-mode-ui">a paywall over chat.</a> Why is this useful? It enables you to transform the chat feature into a powerful conversion tool. You can restrict chat access to subscribers or users who have completed specific actions. The paywall doesn’t just block the chat – it explains its value and communicates what users need to do to gain access.<h2>Back Office Improvements</h2>Since our chats are managed via a back office, it must remain user-friendly and familiar. Here’s what we’ve recently improved:<ul><li>New statuses and templates for marketing offers</li><li><code data-start="1652" data-end="1665">postMessage</code> support for theme, language, and coefficient changes without reloading the chat</li><li>Avatar settings flow redesigned: you can now choose between platform-driven avatars, which you provide from your primary platform, and user-controlled avatars, which users select or upload.</li><li>Support for various language code formats</li><li>An assistant who helps you find an answer to any question about the admin panel usage and creates a ticket if the problem hasn't been solved</li></ul><p style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);border-width:0px;box-sizing:border-box;color:rgb(0, 0, 0);font-family:Inter;font-size:0.9375vw;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:1.38;margin:0pt 0px;orphans:2;outline:0px;padding:0px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:baseline;white-space:normal;widows:2;word-spacing:0px;" dir="ltr"><span style="-webkit-tap-highlight-color:transparent;border-width:0px;box-sizing:border-box;font-style:normal;font-variant:normal;font-weight:400;margin:0px;outline:0px;padding:0px;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">***<p style="-webkit-tap-highlight-color:transparent;-webkit-text-stroke-width:0px;background-color:rgb(255, 255, 255);border-width:0px;box-sizing:border-box;color:rgb(0, 0, 0);font-family:Inter;font-size:0.9375vw;font-style:normal;font-variant-caps:normal;font-variant-ligatures:normal;font-weight:400;letter-spacing:normal;line-height:1.38;margin:0pt 0px;orphans:2;outline:0px;padding:0px;text-align:start;text-decoration-color:initial;text-decoration-style:initial;text-decoration-thickness:initial;text-indent:0px;text-transform:none;vertical-align:baseline;white-space:normal;widows:2;word-spacing:0px;" dir="ltr"><span style="-webkit-tap-highlight-color:transparent;border-width:0px;box-sizing:border-box;font-style:normal;font-variant:normal;font-weight:400;margin:0px;outline:0px;padding:0px;text-decoration:none;vertical-align:baseline;white-space:pre-wrap;">Please fill out the form below if you'd like to integrate community-based live chat or other social tools into your website or app. We will help you find the best solution for your engagement strategy.&nbsp;

Community is often seen as a universal remedy for digital success. Community is the answer, they say, but what’s the answer to how to build one? Now it’s here. Follow seven strategic steps, along with several technical actions, to create it.

Learn how to build and grow a thriving online community for your app or website with these 7 essential steps, from defining purpose and audience to ensuring safety and engagement.

How to Turn The Platform into Community-driven

Fans are the heart of any sports club or brand, and you must ensure fan engagement is done right. Discover how to increase fan engagement in sports with these best practices and fan engagement strategies.

Fan engagement should be a top priority for sports clubs and brands, given that it can improve ticket sales and brand reputation. Learn what fan engagement in sports is, why it’s beneficial, and eight fan engagement strategies you can use.

From Fans to Family: How to Increase Fan Engagement in Sports

Collecting user insights is vital for providing a personalised user experience. Gathering information directly from your target audience will help improve the user journey and content strategy.

Learn how to collect first-party data with the right tools and why it matters.

How & Why Is Collecting Users' Insights Crucial for Your Business

<div style="font-size:14px;line-height:1;" id="toc">On this page&nbsp;&nbsp;<a href="#go-through-numbers">Going Through the Numbers</a>&nbsp;<a href="#why-direct-user-insights-matter">Why Direct User Insights Matter</a>&nbsp;<a href="#making-the-most-from-first-party-data">Making the Most of First-Party Data</a>&nbsp;<a href="#five-ways-to-collect-user-insights">How to Collect User Insights in Five Ways</a>&nbsp;<hr style="margin-bottom:1vw;">Continuous development, driven by customer feedback, is a crucial component of any successful business strategy. But when it comes to identifying these insights, where do you turn? The easy answer is providing cusdev interviews, constant focus groups, or just voluntary surveys or interactions, but there is a tricky point.Firstly, people participating in such research can be, on the one hand, not sincere enough — trying to be polite or not to look critical; on the other hand, they try to be helpful and notice all potential problems and mistakes, while at the same time losing their real user impression. They can help to find some platform’s inconveniences, but being in an artificial situation, they can skip what is really important. Also, participants of any focus group or custdev present just a tiny part of your audience. But where to get insights from real users in satisfactory amounts?Continuous improvement based on user feedback is key to a strong business strategy. But when it comes to understanding user needs, where should you look?<figure class="image" style="margin-bottom:1vw;"><img style="aspect-ratio:2410/1378;" src="https://cdn.eu.watchers.io/6a57aca0-b2be-49b1-b5cd-6960f8d1311d.webp" width="2410" height="1378"></figure>Obvious solutions include customer development interviews, focus groups, or voluntary surveys. Yet, these methods come with challenges. Participants might not be entirely candid, may overanalyse, or simply represent too small a portion of your audience. While these can uncover usability issues, they often miss the subtle behaviours that matter most. So, where do you get scalable, authentic insights from your actual users?One of today’s strongest approaches involves deriving real-time insights directly through your platform interactions. As digital marketing moves toward deeper audience understanding and AI-powered analysis, accessing meaningful audience signals is more critical than ever. But how do you translate engagement into strategic insight? And what tools make it easier?Focusing on users’ direct insights is one of the current digital marketing trends you can’t ignore, especially as the world heightens its focus on AI and datafication. However, many companies struggle to understand how to collect and utilise this information effectively. For example, why would you pick user insights over third-party data when the latter often comes cheaper? And what tools can you add to your platform to gather such primary insights?<h2 id="go-through-numbers">Going Through the Numbers</h2>Brands can obtain data from various sources. The most accurate information is acquired directly and consensually from the customer through surveys, questionnaires, reviews, social media engagement, and website interactions.Then you have second-party insights, which is very similar, except you’re using another company’s trusted first-party data. You interact with the company directly to obtain this information.Third-party data is different still. This is information typically purchased through an external data aggregator that has no direct contact with the customers. Third-party cookies, tracking details like browser history and time spent online, were once common in search engines, although companies like Apple and Google are already beginning to phase them out.<figure class="image" style="margin-bottom:1vw;"><a href="#go-through-numbers"><img style="aspect-ratio:1080/1080;" src="https://cdn.eu.watchers.io/c5d17a88-0299-418d-b5bc-b1f46e8cb28e.png" width="1080" height="1080"></a></figure>And lastly, zero-party data is a relatively new data type that is almost identical to first-party. This involves information voluntarily and explicitly given by the customer, such as purchase intentions and communication preferences.<h2 id="why-direct-user-insights-matter">Why Direct User Insights Matter</h2>Data benefits your business by providing reliable information collected directly from your target audience. That’s invaluable in a world where <a target="_blank" rel="noopener noreferrer" href="https://www.forbes.com/sites/shephyken/2024/04/14/the-personalized-customer-experience-customers-want-you-to-know-them/">81% of consumers prefer </a>a tailored experience. Brands must adapt their digital marketing strategies to offer more personalisation for their customers. From budgetary figures alone, we can see this trend taking shape. In 2023, <a target="_blank" rel="noopener noreferrer" href="https://admin.comviva.com/wp-content/uploads/2023/02/2023-Global-Survey-Report-The-Business-Value-of-Real-Time-Personalization-1.pdf">around 22% of a digital marketing budget</a> was allocated to personalisation. In 2024, that figure jumped to 40%. This highlights the significant importance of personalisation for both consumers and marketers.Direct users’ insights give you a deeper understanding of customer preferences and habits. You can identify which channels they prefer to interact with and learn about their browsing and purchasing behaviour in real time, what exact content they like and why. These insights then allow you to refine your marketing and content strategy to include personalised outreach and targeted ad campaigns, creating a more tailored approach and correcting the roadmap. And a more personalised approach brings additional benefits, such as brand loyalty and user engagement.<a target="_blank" rel="noopener noreferrer" href="https://www.researchgate.net/publication/367128795_The_Impact_of_Personalization_on_Customer_Loyalty_and_Retention">In his recent publication,</a> “The Impact of Personalization on Customer Loyalty and Retention,” Shezan Ahmed notes that “customers are more likely to make additional purchases and remain loyal to a business that personalizes their experiences.” Meanwhile, user engagement through first-party data is another benefit of increased personalisation. Customers are more likely to engage with your platform when you know exactly what they wish.By contrast, third-party data offers limited scope for personalisation. It does not come directly from your target audience, which means it provides little insight into the genuine wants and needs of your customers. This is why gathering first-party data is crucial.<h2 id="making-the-most-from-first-party-data">Making the Most of User Insights</h2>All sorts of companies can benefit from gathering first-party data. For example, sports apps, due to such insights, establish and sustain a likeable brand reputation — an important metric for clubs looking to cater to a diverse customer network.Another example? Fitness apps that use live streaming feeds for at-home personal training (like Peloton) can adjust staff schedules to accommodate busier times, thanks to insights on when users like to train and what kind of instructor they prefer.It’s evident that all of this is vital for companies in the entertainment industry. However, obtaining user insights can be difficult without adequate channels for user engagement.Collecting user insights helps companies identify the following user metrics: · Engagement levels · Busiest traffic times · Preferred communication channels · Most popular film and TV genres · Favourite sports to watch and bet on · Overall opinionsEntertainment businesses can then use these metrics to refine their offerings and enhance user engagement through the use of first-party data.<blockquote>User engagement is crucial for sports betting companies like Sky Bet and Paddy Power, where competition is fierce. If a sports betting app learns that its customers prefer to bet on tennis but have little interest in badminton, the site can then look to increase its coverage of tennis games (if it offers live streaming features) or broaden its betting markets for the most popular tournaments (like Wimbledon and the US Open). This data-driven marketing will likely increase customer retention and brand loyalty.</blockquote><h2 id="five-ways-to-collect-user-insights">How to Collect User Insights in Five Ways</h2>Implement a range of user insights collection strategies to gather a broad and varied scope of information from your customers.<h3>Use AI for Insights Collection and Tagging</h3>AI tools are on the rise. <a target="_blank" rel="noopener noreferrer" href="https://www.mckinsey.com/capabilities/mckinsey-digital/our-insights/superagency-in-the-workplace-empowering-people-to-unlock-ais-full-potential-at-work">More than 92%</a> of businesses are looking to increase their AI spending over the next three years. Fortunately, AI and analytics combine well. You can use AI tools to gather vast troves of data, including customer purchase history and frequency of communication, at once. Automated algorithms track these metrics and record each time a customer interacts with your brand. They then collate this first-party data to build a profile of every customer, allowing you to personalise the experience for each user.<blockquote>Tools like Bardeen use natural language to implement workflows that can scrape and enrich data in bulk. Other apps, such as Databricks, facilitate data analysis by learning your analysis habits and preferences.</blockquote>But you’ll need somewhere to store the masses of data you collect from AI tools. That’s where data lakes come in. An alternative to the rigid structures of data warehouses, data lakes are more fluid and flexible. They can house large amounts of data and allow analysts to compare and extract insights more easily.<h3>Send Out Surveys &amp; Questionnaires</h3>Of course, there are other manual methods of collecting first-party data. Surveys and questionnaires are classic examples of obtaining primary data right from the source. You can learn lots from your customers if they complete the form, helping you identify what aspects of your site are under and what are overperforming. Incentivise your users to complete the survey by offering a reward, such as a discount or a free in-app item.<h3>Integrate community in-app chats</h3>Chat rooms provide a unique setting for data collection. They allow app users to engage with your brand directly, offering unfiltered views on your services and voluntarily divulging preferences. Plus, the time stamps from each message tell you the busiest communication times.<h3>Add Comment Sections</h3>Similar to live chat rooms, companies can retrieve valuable information from comment sections. For example, a broadcaster could learn when users are most active via the number of comments over a given period. This would then allow them to show targeted ads at the most advantageous times.<h3>Second Screens</h3>Use the stunning experience of La Liga and use second screens to offer a space where users can engage with others without leaving your platform. Instead of losing valuable data to messaging sites like X and WhatsApp, you can gain insights into customer behaviour by recording the interactions on your integrated second screen.<hr> You’ve learned how to collect first-party data and why this process is crucial for your business. This is not one of those digital marketing trends that will fade quickly. Start implementing it in your customer success strategies now.<hr>Please fill out the <a target="_blank" rel="noopener noreferrer" href="https://calendly.com/watchers-platform/social-tools-for-your?month=2025-08">Get in Touch form</a> if you'd like to integrate community chats and other tools for gathering user insights into your website or app. We'll be happy to help you find the best solution.</div>