New Feature: Engagement Overview

If you always wanted to understand how much have you been engaging your users across different channels and compare the performance of the various channels, “Engagement Overview” should be your new trusted ally.

As you can see above, you can compare the channels from many different perspectives.

Reachability

Reachability shows you the number of users you can actually reach out to and the breakdown of this number across various channels. If the reachability is low for a channel, you can either stop using that channel or take some action to increase the reach on that channel. 

Users Engaged, Campaigns, Conversions

For a particular time period that you’ve selected, we’ll show you certain key metrics across different channels:

  • Unique users you’ve engaged
  • Campaigns you have sent
  • Conversions

With these metrics, you can actually compare your usage of the channels and how these channels have performed for you. You can also gain different insights eg. reachability might be very high for a channel but your usage of that channel is actually quite low or that your usage of a channel is very high but the conversions you get from that channel are quite low.

Trends

You’ll also see a graph of the performance of the various channels over time. While the set of data I’ve covered above, gives you a snapshot of the information over a certain time period, if you wanted to understand what the trend has been like, refer to the graph at the bottom of the Engagement Overview section. If you’ve used all the different channels of Engagement and your conversion numbers seem to be approximately the same, your next level of analysis will be around observing the trends of the conversion metric. Maybe the conversion numbers are decreasing for a particular channel while increasing consistently for another channel. It is highly important to understand the trends of all these different metrics before you make your decision.

 
Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

New Feature: Channel & Campaign Insights

WebEngage now enables marketers to get unprecedented insights into the various channels of engagement and the campaigns created on those channels.

As an example, let’s take a look at Email as a channel and a particular Email campaign. Similar insights will be available for other channels and campaigns on those channels. 

Channel Insights

Key Metrics

As you can see in the example above, for the time period selected, we’ll show you certain key metrics such as: users engaged, new subscribers, unsubscribes, opens, clicks etc. for Email as a channel. For other channels such as Push or In-app, we’ll also show you the breakdown of these numbers over OS. Or, in case of Web Push, we’ll show you breakdown over browsers.

Trends

For all the metrics associated with a particular channel, you’ll able to analyze the trends of each of these channels. If you see that the “Opens” and “Clicks” have been increasing over time, you know you’re doing well with the content of the messages and the triggers you’re using to invoke these messages. Or, let’s take a more negative scenario. If you see that the number of “Spam Reports” or “Unsubscribes” increased drastically in a particular week when viewing the data for certain months, you could then drill down and figure out the answer to this problem.

In addition to showing you the trends, we’ll also show you a snapshot of the day and time when most of your users interact with your emails and the type of devices through which they engage. If you see that most of your conversions happen on Saturday and Sunday between 12pm and 4pm, perhaps it means these are the opportune times when you should be sending your users emails. On some other channel, let’s say Push, you might notice that conversions mostly happen between 4pm and 6pm on weekdays. Maybe, Push campaigns should be sent on weekdays between those times.

 

List of Campaigns

This was more of a UI and UX revamp of an already existing feature. You’ll now be able to see a list of your campaigns based on the type of campaign – one-time, triggered, recurring, journey or all.

 

Campaign Report

This was also a UI and UX revamp of an existing feature.

For the results of any campaign you’ve sent through WebEngage, you’ll now be able to view the most important metrics of that campaign followed by the breakdown of these metrics over the different variations. If you hover over certain metrics such as failures, you’ll be able to see the various reasons for the failure. Lastly, by clicking on  the “More Details” link, you’ll now also be able to see the details you had specified during the creation of the campaign such as the conversion event being tracked, whether the campaign was following frequency capping and DND etc.

 
Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

Feature Enhancement: Data Management (Part 2) – CSV Uploads

We’ve just released the second part of Data Management – importing Users and Events data through CSV uploads. As was the case with Part 1 of Data Management, this release also is more of a feature enhancement and UI / UX update than any change in the core functionality. There’s a Part 3 of Data Management which will follow in a couple of months time where we will further build up on the Data Management functionality. I’ll keep the Part 3 vague for now since this is a story for another day.

Why CSV uploads?

WebEngage automatically captures all your user and event data through the SDK that resides on your app or your website. However, there might be a certain list of users or events which you have in a CSV file. What do you do for cases where, let’s say the events happened in the past prior to the integration with WebEngage or let’s say that there is a list of users that you’ve acquired through offline channels or maybe there’s a mass update you need to make on the attributes of a certain subset of your existing user base in WebEngage? CSV uploads is one easy solution for all these use cases. REST API is the other solution but this generally requires the involvement of a developer.

What do I get out of it?

CSV uploads makes life so much easier for the business folks when they need to send user and events data on an ad-hoc basis to WebEngage. Period. 

Now that we’ve laid the foundation of this functionality, lets proceed to the specifics.

How does it work?

You can upload your Users CSV data (or Events CSV data) by clicking on “Upload user data” (or “Upload events data”) in Data Management. There’s a certain format that you’re required to follow for both your Users CSV file and Events CSV file:

  • Users CSV: The 1st column in your Users CSV file needs to be titled “user_id” and should contain the unique user ID for each of the users in the CSV file
  • Events CSV: The first two columns in the Events CSV file need to be titled “event_name” and “user_id” and should contain the name of the event and the user ID of the user that performed that event. Do note that one events CSV file can have data only about one event.

As soon as you start your upload, WebEngage performs a quick validation of your CSV file based on the first two rows of data. We do this primarily because if there are any basic errors in your CSV file, we’d rather tell you immediately than wait for the backend to do the processing and then get back to you. When there are millions of rows of CSV data to process, the backend can take a few minutes to a few hours to process all records. And who doesn’t hate waiting only to be told that were some basic errors at the beginning of the file? The basic errors could be because of any of these reasons: (i) one or more headers were missing (ii) there was a trailing comma at the end with no data after the comma (iii) for an already existing attribute, the datatype of the uploaded attribute does not match that of the existing etc.

The other way, the quick validation helps you is in changing the datatype of the new attributes if you so desire. WebEngage tries to automatically understand the datatype of the uploaded user or event attribute. However, if you’d like to change the attribute from let’s say “Number” to “String”, you can do so by selecting the appropriate datatype in the dropdown.

If the quick validation is successful, the file is then uploaded to our servers so that our systems can process all the records in your CSV file. Smaller CSV files with hundreds or a few thousands of rows get processed almost immediately. Larger files with millions of records can take take a few minutes or a few hours to process. You can check the status of the uploaded CSV files in the “Previous Uploads” section on the same page. If the uploaded file has any errors (eg. on the 10,001st row), then we will highlight these errors on each of the rows that has the error so that you can then quickly correct the errors and upload the corrected file.

If there are no errors, the status will show “Completed” and you can go to the “Users” or “Events” page to see the uploaded data.

A couple of quick reminders before I conclude this post. Firstly, any “Date” attribute you upload has to either be in the “YYYY-MM-DD” format or any of the ISO formats such as “YYYY-MM-DD hh:mm:ss” in order for us to detect it as a “Date” attribute. Secondly, the maximum size of the file for a CSV upload is 200MB. This should be more than sufficient for millions and millions of rows of data. I think I did mention somewhere that we’d like to make your life easier. This is a small step in that direction.

Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

New Features: Journey Sunsetting, Users, Data Management (Part 1)

Keeping up with our recent velocity, we’ve released a bunch of new features today.

1. Sunsetting in Journeys

So far, the only way to stop a journey was by changing the status of the journey to “Stop”. This would then result in an abrupt end to the journey. Users who were in the journey were then immediately taken out of the journey. Not exactly a graceful end. We’ve heard your feedback and we’ve built a feature that prevents this from happening.

Sunsetting a journey is an alternative to stopping a journey. Changing the status to “Sunset” results in stopping users from entering or reentering the journey but the journey continues to run for those users who were already in the journey.

How does this benefit you?

If you want to make changes to a running journey, you will most likely stop the current journey, clone it, edit it and then begin a new one. As a result, all users in the journey get moved out of it which is not always the desired behaviour. This helps prevent that. New users follow the new journey. Users already in the journey continue to be on the older journey (unless they trigger something and get into the new journey).

 

2. Users

You will now be able to get deep insights into your entire user base and analyze them from many different perspectives. This is quite similar to the “Segments” feature of our previous release. The only difference is that WebEngage considers your entire user base in “Users” instead of a subset of it as was the case in segment. Just like in “Segments”, the insights you will get will be for your known as well as unknown users. Lastly, you will also be able to see the “Activity” metrics such as Monthly Active Users (MAU), Weekly Active Users (WAU) and Daily Active Users (DAU).

 

3. List of User Attributes & List of Events

This is Part 1 of our release on Data Management. In our next release, we will be adding more features to Data Management. Anyway, back to our current release.

This is mostly a UI enhancement of a feature that was already present in WebEngage. When you go to the Data Management section, you will see two sections there – “User Attributes List” and “Events List”.

User Attributes List

This helps you see the list of custom attributes of “User” that you are sending to us. We will also show you the corresponding data-types (String, Number etc.) that have we’ve detected for each of the attributes. The custom attributes list can consist of any attribute that you want to associate with a user – in the past, our customers have used attributes such as “Rank”, “Score”, “Profession”, “Education” etc. The sources of the attributes can be the app or website SDK, REST API and CSV uploads.

It is imperative for you to know the the list of custom attributes you’re sending to us and the corresponding data-types. This is especially so in the initial stages of your integration with WebEngage. WebEngage does not allow you to change the datatype of your attribute. If you wanted to send an attribute of “Date” data-type, then please ensure that it is being passed as such from all your different sources such as SDK, REST API and CSV Uploads.

Events List

Similar to “User Attributes List”, if you want to see the list of events along with corresponding custom attributes of each event that you’re sending to us, check out our “Events List” section. You’ll see a master list of all custom events here. Clicking on a custom event will show you the custom attributes along with their data-types. Do note that our previous release on “Events” helped your analyze various events in a particular time period. But if you’d like to see a master list of custom events you’re sending to us, “Events List” is where you will get this information. Again, just like “User Attributes List”, please ensure that a particular attribute you’re sending to WebEngage is of the same data-type from any of the source such as app or website SDK, REST API or CSV Uploads. 

That’s all for today, folks. Try out these features and tell us what you think about them! Or request a demo from our Success team to learn more about these features.

Introducing Segments

I have a strong feeling that you will love what we’ve done with our Segments section. We’ve just revamped it and it now empowers you in so many ways to make effective decisions in how you understand your users and how you engage with them.

On the Segments page, you will first see a list of all the segments you have created. We also show you the number of users that belong to that segment and the number of campaigns you have created that target this segment.

Please note that all the statistics you see for your segment are for those users who are currently in the segment.

So, what does “users currently in the segment” even mean?

I’d like to cover two fundamental scenarios of how segments work on WebEngage:

  1. Rolling: Any event-based segment you create on WebEngage is real-time in nature. Users enter and exit the segment in real-time. Let’s say, you have created a segment of users who have not made a purchase in the last 30 days. With time, users in the segment who have now made a purchase move out of the segment and more users who now come under the purview of the last 30 days enter the segment. In this scenario, on the 30th of July, the behavior considered is from 1st July to 30th July, whereas on the 30th of August for the same segment, the behavior considered is from 1st August to 30th August.
  2. Dynamic: WebEngage constantly listens to what is happening with your users or your events in order to update segments. Segments on WebEngage are never static! Let’s say, you have a created a segment of users whose total score is >50. “Total Score” is a custom user attribute that gets updated as and when the user interacts with your app. WebEngage would now constantly track the total scores of all your users and push those users in the segment whose score becomes >50. If the score was >50 but is now <50, WebEngage exits those users out of that segment.

Now that we’ve set the background, let’s proceed further and understand what’s changed and how do you benefit from these changes.

Whenever you click on a segment name in the list of segments, the insights WebEngage provides you about that segment are broken down into 3 sub-sections.

Overview of a Segment

This provides you with all the key statistics for the users who belong to a segment so that you can get an insight into that segment in seconds.

 

Totals

The metric cards you see on top – “Total Users” and “Known Users” tell you the number of users in that segment. Smaller is always better in this case! The aim should always be to create personalized and contextual engagement for which generic segments are an anathema.

We also show you the breakdowns of these totals over the devices which these users use such as Web, iOS and Android. Do note that a user could use multiple devices to access your app or website. Therefore, the sum of these breakdowns would not necessarily be the same as the total.

Channels

Wouldn’t it be perfect if you knew the ideal channels you should use to engage with the users in that segment? If the users in that segment are not reachable on Push, then why even create a Push campaign?

We show you the reach of the users in that segment over the various channels of engagement. If you see that 90% of the users in that segment are reachable on Email, use Email as a channel of Engagement instead of Push where only 10% of the users are actually reachable.

Campaigns

Any campaign that you run on WebEngage is associated with a particular segment. In this section, we show you all the campaigns that are being sent to the users in that segment. You can sort the campaigns by clicks and conversion to understand your best and worst performing campaigns for that segment. Or if you see, too many campaigns being sent to a particular segment, it would probably be a good idea to understand if it’s leading to more conversions or if it’s having a negative impact in engaging with your users.

Technology, Location and Acquisition

Wouldn’t it be wonderful to see how you acquired your premium users or where your premium users are located? There’s a bunch of information we show you here:

  • Technology shows you the versions of your iOS and Android apps being used by that segment
  • Location tells you the top countries or cities that users belong to in that segment
  • Acquisition gives you insights into where you actually acquired these users from

 

Analyzing a Segment

If you’d like to analyze or slice and dice the segment from various dimensions, then you can do so through the Analyze section. You can run your analysis for all the users in the segment or only for known users or only for unknown users. This is similar to Events in terms of the way you analyze the information.

Let’s say you want to analyze all your users over a custom user attribute called “Rank” which can have 10 values ranging from 1 to 10. Furthermore, you want to analyze the various ranks by “Countries” to understand which countries constitute the higher and lower ranks. This is exactly the kind of answers you will get from the Analyze section.

 

List of Users who belong to a Segment

This will show you a list of all your known and unknown users who belong to that segment along with the values of the various attributes of each user. You can then choose to show or hide some information by selecting the appropriate attributes through the filter.


Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.

Introducing Events

Today, we’ve released a feature called Events. Well, actually a revamped version of Events that was already there in the dashboard.

Events helps you analyze what’s actually happening on your website or your app and who is performing those events. These could be custom events you’re sending to WebEngage such as “Added to Cart”, “Purchased” etc. or system events that WebEngage automatically gleans such as “App Installed”, “App Upgraded” etc.

When you first go to the Events page, you will see a visual representation of all your events in the form of a bar chart stacked in the decreasing order of total occurrence (or uniques) of those events.

You could then choose to analyze one of those events in greater detail. The analysis could be done on various dimensions such as “Location”, “Technology”, “Marketing” etc. In addition, your analysis could be run on two dimensions at the same time giving you deep insights into your user base that is performing these events.

Let’s say, you want to figure out the trend of “Added to Cart” in a particular week. Furthermore, for each day, you would also like to view the OS breakdown to see the OS from where “Added to Cart” are happening.  In this case, we’re analyzing the “Added to Cart” event over two dimensions – “Days” and “OS Name”. Also, if you want to analyze the graph as a bar chart or a table instead of a line chart, you could do by clicking on the icon for more options as indicated below. 

Or, lets say you want to analyze installs of your app over the last 1 week by different countries and also by the device models on which the installs are happening. In this case, we’re analyzing the “App Installed” event over two dimensions – “Country” and “Device Model”. As you can see below, most of the installs in the “Last 1 week” happened in the US and France.

Try out our new feature by logging into your WebEngage dashboard. Or request a demo from our Success team to learn more about this feature. We’d love to hear your feedback once you’ve tried it out.

What we’ve been upto?

We’ve been quiet for a while. There is so much brewing in the product at WebEngage over the last few weeks that we can’t wait to share all these exciting feature updates with you. Starting today, you’ll see regular product updates on this blog as and when we release them.

So what’s really been happening? We’ve been working on the product along 3 major themes:

  1. Build a beautiful user experience
  2. Complete our product offerings & scale the system
  3. Build new features

Our main objective behind these different themes is to help you get more value out of WebEngage. Sounds kind of vague, doesn’t it? I promise, it’s not. I’ll talk about each of these themes in greater detail so you can relate to what I’m talking about.

Theme 1: Build a Beautiful User Experience

One major project we undertook over the last few months was to revamp the design of our dashboard. The revamp had 2 objectives in mind:

  • Enhance the user experience so that you can consume information and get your job done on WebEngage quickly
  • Enhance the visual appeal of the product in order to create a beautiful experience with a focus on consistency and getting the details right

Theme 2: Complete our Product Offerings & Scale the System

We’ve been working hard on enhancing our feature set and scaling up our technology to cater to the huge influx of customers over the last few months. We track billions of events everyday performed by hundreds of millions of users and deliver tens of millions of messages everyday across different engagement channels. Building a system that can scale up to this volume hasn’t been easy. We’ll talk more about this over the next few weeks.

We are also busy enhancing the various features that you see on WebEngage so that you can get more insights into your existing user base and so that you can build your engagement strategy that helps you drive more revenues from your existing user base. You’ll see an enhanced version of all the Insight features such as Users, Events, Segments etc. as well as Engagement features across various channels.

Theme 3: Build New Features

There is so much happening here. I’d love to talk about the new stuff that we’re working on but I’ll do this as and when we release these new features.

We’re rolling out all these changes in phases over the next few months. Please watch this space to be updated on the latest at WebEngage. You could also subscribe to our newsletter to be updated on these feature changes or other news at WebEngage

Introducing Personalization Engine

Today, Journey Designer completes 8 months. Yeah, I know, it’s a weird milestone to celebrate 🙂

I am posting this for a different reason though. On this day, we are unveiling a Personalization Engine inside the WebEngage dashboard to provide you with easy GUI tools and hooks so that you can personalize your campaigns (Emails, Push Notifications, In-app Messages, On-site Messages, Browser Push Notifications and Text Messages) like never before.

What are your options today?

All of us have been victims of bulk messages; be it push notifications on mobile/web, or those “we miss you” emails. Marketers and retention managers have struggled with the lack of deep data personalization capabilities in systems they use. Hence, they resort to what’s easy – send bulk messages with little or no personalization. At WebEngage, we are on a mission to change this forever.

When we started building out our Personalization Engine, we looked around a little bit to find out what some of the other retention tools have to offer.

An overview of what you get with other marketing automation tools

  1. The “incumbent marketing automation tools” were built before the online data explosion happened. Today, a typical mid-sized consumer company tracks millions of users every month on their site or app. This translates into an event volume of tens of millions signals or footprints left by these users. Imagine the kind of a data stack you’d need if you wanted to pick and choose these signals for personalizing your communication. Retention analytics tools changed with the needs of new age consumer businesses. Retention marketing tools are still playing catch-up.
  2. Most of the “engagement”, “retention” or “marketing automation” tools want you to send newsletter style communication. User’s “first name” in the email body and subject lines are probably the closest you get to, in the name of sending personalized communication.
  3. Some enterprise tools would want you to store additional information needed for personalization (like product catalog data, user meta data etc) in separate data stores inside their platform. Then, they’d give you interfaces to query and use that data inside your campaigns. As you can imagine, they also sell training and support alongside the product 😉
  4. The mobile marketing automation tools primarily act as bulk push notification senders. Context of sending these messages is handled very nicely by most of these tools. Unfortunately, personalization of content doesn’t go beyond user’s name and context of the campaign trigger.
  5. The web tools (On-site Messaging or Browser Push Notification products) haven’t grown beyond being pop-ups or overlays. Personalizing content based on data or user action is a far fetched dream with these tools.

What we built for you?

Hint: An awesome Personalization Engine!

Based on the observations above, we decided to fill in the massive gap that marketing automation tools have. This video is a nice primer on our Personlization Engine and how the whole stack works. It’s a bit long, appreciate your patience …

To summarize, we let you personalize your marketing campaigns based on –
  1. User profile data & attributes
    Basic attributes like first name, last name, gender etc; and, any other attribute that you stored in the user profile. Read more.
  2. Behavior data & attributes
    Events like app installed, product viewed, added to cart, purchase done, insurance renewal completed etc; and, all the attributes you passed for these events. Read more.
  3. Lifecycle (Journey) events
    You haven’t experienced this before! Check out the graphic below. As you can see, there are two campaigns in this journey. The first one uses data from the “sign-up” event that triggered the journey. The second one uses data from both the “sign-up” and “purchase done” event that occurred during the course of the user journey. Logical, right? 🙂 Read more about our Journey Designer.

  4. Data from your CRM, Data Warehouse, Lead Management System or any other 3rd party systems (via our “Call API” feature)
    Using the Call API block in journeys, you can make contextual call to any system, for any kind of data that you intend to use for personalization. A customer (large online travel aggregator) saw huge conversion boost by using this feature to fetch dynamic content (like user’s wallet balance, flight fares, hotel occupancy levels etc) and personalize their retention campaigns, as shown below. Here’s the case-study.

    GoIbibo WebEngage case-study

  5. Use of logical constructs
    As shown below, you can use logical constructs like if-else, loop etc within the content areas of your campaign builder.

Needless to say, the Personalization Engine is available for all our channels of communication. Your starting point is this cute little icon that you’ll see across campaign builders in the dashboard…

Hope you liked what you saw. Your feedback will help us improve the feature. The new personalization stack is now available for everyone. Log on to your dashboard; or, sign-up to give it a spin.

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Thank you for a patient read.


Avlesh
Co-founder & CEO
WebEngage