Case Study: CricHeroes boosts engagement and retention with Smartlook

How user journey insights helped CricHeroes improve their user engagement and retention rates

CricHeroes, the world’s largest cricket network with nearly 17 million users, needed clearer insight into how people moved through their app so they could improve onboarding, user engagement, and retention. They lacked visibility into where users misclicked, got stuck, or dropped off, making it difficult to decide which features to improve or add. To address this, CricHeroes turned to Smartlook and used its session recordings and events.

With Smartlook, CricHeroes analyzed real user journeys, filtered recordings by events and user traits, and identified friction points and high-value behaviors across onboarding, messaging, leaderboards, and support flows. Smartlook helped them remove unpopular pop-ups, simplify challenges by adding in-app messaging, and improve nudges that encouraged engagement; as a result, direct messaging increased by 11%, and the team also sped up customer support by quickly replaying user sessions to diagnose issues.

CricHeroes

Parita Pithwa

User Engagement Lead