[#WebEngageLive] Personalizing Checkout Experience To Reduce Cart Abandonment

At WebEngage, one of the key pain points we solve for our customers is to reduce their bounce rate and cart abandonment. In the last 6 months, we have amassed tons of data to understand the root cause of the problem and help you solve it better.

We measure consumer psyche based on data collected on thousands of websites globally. This gives us some amazing insights into what works versus what doesn’t when it comes to conversion rate optimization on your cart/checkout page.

The #WebEngageLive series on this blog is aimed at bringing those insights to you. If you have anything to do with e-commerce or online travel, you’d find this post useful.

The Key Insight

Over 70% of users on your site abandon their carts. Depending upon your category and checkout flow on the site, a bulk of them do so anonymously. The reasons vary, but more often than not it revolves around comparative price or an alluring discount offered by your competition.

Reasons For Card Abandonment

Using behaviorally targeted push messages, almost 25% of such users can be made to stay on the checkout page for a bit longer. Interestingly enough, if you present a personalized offer to such users (a real-time push, while they are still on the checkout page), you’d end up converting almost 20% more than usual.

Does That Mean Discounting?

Neither exactly nor always. The point is – loyalty needs to be rewarded and there are many ways to do it.

These are some of our observations –

  • Most companies have some or the other rule based incentives for their users.
  • Most of the times, users aren’t aware of these incentives because they’re not triggered at the right moment, to the right users.
  • Users, therefore, bounce off the website, uninterested.
  • Incentives remain unused leading to loss of potential sales.

An interesting solution to engage potential consumers would be to trigger these incentives/offers/promotions when its needed the most.

Here’s a scenario …
A user lands on your site, intends to make a purchase, adds a product to cart and goes to the checkout page. Then (s)he decides to leave. What do you do? Well, make one last attempt to reach out with your best offer for the user to finish the transaction!

And here comes the sales pitch! … ;-)
WebEngage can be a very effective tool in reducing the cart abandonment to a great deal. For illustration sake, let us consider you own an online clothing store. Your core clientele would most probably be the female demographic aged between 18 and 25. Money spenders and perennially distracted, which explains the high bounce rates from your cart page.

You have an inventory of unused offers, discount codes etc which you decide to leverage with WebEngage. Here are three different ways you can use WebEngage to push the right offer at the right time and make a sale instead of struggle with abandoned carts:

Use-case I: Use our Callout Notifications just next to your “got a coupon code?” box on the checkout page

Even if your user reaches the cart (s)he is still in two minds about the purchase (you can guess that by the time spent on the page). At this juncture, you choose to pop a discount code as shown and lure the user into making a purchase. Everybody loves surprises, you see!

Related reading:
Callout Notifications: blog.webengage.com/callout-notifications
Targeting Rules: help.webengage.com/targeting/how-to-setup-targeting-rules

Use-case II: Catch hold of users bouncing off the cart!

Did you know that we have a targeting capability inside WebEngage which allows you to push a Notification to users who are “about to abandon your site“? We call it Leave Intent Targeting. The idea is simple – make one last attempt to close a sale, before the user leaves your site.


Related reading:
Modal Notifications: blog.webengage.com/modal-notification-layout
Leave Intent Targeting: blog.webengage.com/leave-intent-targeting

Use-case III: Personalized offers based on user profile and purchase history

Loyalty is a rare quality and also, an under appreciated one. Users feel good when you recognize them and give them a little something just for the fact that they have stuck with you for so long. We let you achieve this via, what we call as, Custom Targeting. Don’t you love it when you see something like this?

Need to see more? Check out our live use-case gallery: #WebEngageLive



Now Hiring – First Quarter, 2015

We have chosen to start 2015 in style – by adding over 25 awesome men and women to our team in the first quarter of this year!

The eternal question – what is WebEngage?

WebEngage is a SaaS toolkit for online businesses that allows them to engage with users on their website in real-time and improve on-site conversion. It lets them run on-site promotions/offers (like “welcome back Jon, we have a surprise gift for you“), collect customer insights (like “hey, thanks for the purchase! let us know how was your buying experience.“), improve conversions (like “before you abandon the cart, here’s an offer …“) and collect feedback from disgruntled users – all of this from a remote dashboard, without changing any code on their site.

We are a rapidly growing startup (based out of Mumbai) with thousands of customers in 40+ countries. From enterprises like Foodpanda Global, eBay, Avaya, Flipkart, Snapdeal, TurboTax, MakeMyTrip, Yatra, Rocket Internet companies etc to thousands of startups worldwide, we are helping each one of them run on-site marketing campaigns with ease without having to change any code on their corresponding websites.

We are unstoppable doers. If you are the same kind, you wouldn’t find a better workplace.

Open positions

Underneath is a quick list of open positions, for which, we are currently hiring (Q1, 2015):

Senior Java Developer

With the speed at which Indian startups are moving to Bangalore, in months to come, we’d possibly be the ONLY “high quality breed” of JAVA developers left behind in Mumbai. If you know your language better than the most, come and help us build & grow the tribe.

Senior JavaScript Engineer

Everybody at WE has a little bit of JS in them. Given that almost all the fulfillment happens via JS on our customers’ websites, this stack essentially forms the backbone of what we do. Our widget gets served over 3 billion times every month! If you have a thing or two to tell us on how you can do a few cool things via native JS, we need you.

Lead System / DevOps Engineer

We need somebody crazy to manage a cluster of 100+ EC2 instances doing random and crazier stuff 24*7. If you’d kill for automation, we need you. Right now!

(This position is closed)

Customer Success Engineer

We have built a very nice platform that works for customers across geographies and domains (e-com, travel, insurance, banks, telecom etc). The success of WE campaigns depends on how it is set up – in terms of targeting, visual appeal and data integration workflows. If you love to fiddle with some HTML/CSS/JS; and, you get a high by seeing happy customers, we have been looking for you.

Human Resources Manager

We have never had one thus far. Not because, we are all well-mannered and disciplined. Most HR managers we came across didn’t belong to us :-( .. if you understand what it takes be a part of an existing culture code, and, nurture it further with a people friendly approach, please reach out to us.

Inside Sales Executive

Even if you were selling soap or soda water earlier, it doesn’t matter – we won’t judge you. What matters is, how were you selling it? If you live by selling over phone calls & emails and you have a thing for using automation tools, here’s one job that you shouldn’t miss applying to!

iOS Developer

We have a super awesome Android team working their asses off on building the corresponding SDK. We are getting started on the iOS version. If you have built SDKs/Apps for the iOS platform earlier, and, want to build something cool, apply today.

Content Strategist

There are very few companies who have a great inbound marketing practice. While we are not in that league yet, we do aspire not only to get there but also become a benchmark for others to follow. Do you have a similar itch? Come, join us – you’d love to be here.

Senior PHP Developer

After JAVA and JS, this is destined to become the third most commonly used language at WE. We are trying to aggressively tap into the ecosystems of WordPress, Magento etc by designing very specific WebEngage solutions (extensions) for these platforms. If you love building on top of APIs and know your language in its OO way, talk to us, we are desperately looking for you.

Lead Software Test (QA) Engineer

Once hired, you can pride yourself in being the first one at this company. Pretty much all of our development team duals up as test engineers for their respective code. We need you to oversee this for all of us and teach us a few lessons in automated testing.

Great people look for reasons beyond the usual blabber to join a company …

And, it is highly likely that you are one of them. Let’s give you a few reasons. To begin with, take a look at our workplace and the kind of people you’d get to work with – here you go!

Also, we take b’day celebrations in our office way too seriously. We sing for a mysterious “Sunita”, irrespective of whose birthday it is. Here’s a sample:

Wanna know our culture code? Its simple – “great people make great product, which makes a great company“. Read more.

Need more dope, right?

Take a look at how geekily we sell our product. Or, check out this post on how we used Java Annotations to build our security layer. Or, here’s how cool our JavaScript API is. Also, take a look at how much of effort we put into dumbing down some of the most complicated features inside WE to make it easy for our customers to love us all the more.

Loving us already? Well, you are not alone …

The media and startup community have been very kind to us. Underneath are some of the recent mentions and accolades which humbled us to the core:

WebEngage helps e-commerce cos market their wares better

Amongst 10 fastest growing product companies in 2014

10 startups to watch in India's tech boom

TiE-Lumis Entrepreneurial Excellence Award Winner, 2014

Browse less, find more

And here’s the final blow!

Imagine how would it feel to build, sell or market something that helps millions of users everyday (across thousands of large and small customers) to make a purchase decision – all in real-time. We know how it feels for we are one of those very few product companies with an envious customer list to showcase. Take a look at this tiny set, for example:

If you are sold, reach out to us via LinkedIn. We are filling fast.

P.S: You can use our help -
1. To convince yourself, please feel free to reach out to us with queries.
2. To convince your family / spouse / boyfriend / girlfriend, use our marketing deck – slideshare.net/webengage/marketing-deck-40042547
3. To convince your current boss / teammates, that you are not wasting yourself, use this to “sell” – webengage.com/how-to-sell-webengage-to-your-boss

Posted by in Hiring

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[Announcement] WYSIWYT (What You See Is What You Target) – Live Targeting On Webpage Content/Data

Customers, you are gonna love this! We have a introduced a brand new way to target users on your site – based on content/data present on your website’s pages. We call this WYSIWYT (pronounced /ˈwɪz.i.wɪT/).

Index:

What is WYSIWYT?

What You See Is What You Target is a cool new way for you to build rules based on data/content that can be visually located on your website.

Take a look at this quick explainer video to begin with:

Loved it? :-)

Why/When should I use it?

First thing first, everything that you can do with WYSIYT is possible with our custom rules. However, to use custom rules, there’s some amount of JavaScript variable integration that has to be done on your website. Given how much marketing and product folks love us for NOT having to involve their development/IT teams in WebEngage experiments, we took the plunge and created this visual targeting add-on inside WebEngage.

With WYSIWYT, you can now build dynamic rules without fiddling with any code. These rules can be based on any visual content or data that you can SEE on your website. E.g in the video above, you saw how WYSIWYT was used to push a notification on your product pages, ONLY when the product’s price is greater than $200. You can now build similar rules from the comfort of your dashboard. Also, this rule can be paired up with all the existing targeting rules. Yes, you heard it right – no code needed. Underneath are a few more use-cases to explain the possibilities.

Using WYSIWYT to offer an instant discount code to users abandoning your cart page, if their total cart value is more than, say, $500.

We have helped hundreds of e-commerce companies globally reduce their cart abandonment. The best aspect of what we do is that we are an instant solution – on your website, at the moment of the abandon! WebEngage’s push engine gives you this instant ability to control abandonment. Take a look at this. And, this. And, this. And, this. And, this … We can go on and on.

Now, let’s say, you wanted to use one of the samples above, on your cart. But ONLY when the total cart value is, say, more than $500.

Do you SEE the “total cart value” on your website’s checkout page? Yes? Done!

All you have to do is to “find” the placeholder for “total cart value” (shown above) and then build a rule saying “total cart value is greater than $500″ (shown below).

These are the possible outcomes on your website!


Using WYSIWYT to push notifications/surveys to signed-in users.

Don’t all of us want to personalize a users experience on our website? Websites use WebEngage to push highly personalized messages/offers in different areas of their workflow. Here’s a sample.

Coming back to the point, let’s say, your goal was simple – to push a notification ONLY to logged-in users on your website.

Do you SEE something on your site, that helps you visually identify when you are logged-in? Is it the “My Account” link? Or, the “Logout” button? Or, the non-existence or Sign-in button? Did you say yes? Okay, done!

You locate the placeholder to find such an identifier for the “logged-in” state of the user (shown above) and then build a rule saying “Sign-in placeholder doesn’t exist” (shown below) – which essentially means pushing something to users who are signed in.

Here’s the outcome on your website!

Using WYSIWYT to nudge returning visitor who have items in their cart, pending checkout.

Our Callout Notifications have been increasingly used to re-target such users. Here’s a sample.

Let’s say, you wanted to configure such notifications on your site. Needless to say, this only needs to be shown to users who have items pending for checkout in their cart.

Do you SEE anything on your site, which visually indicates that a user has some items in the cart? Yes? Done!

You can locate the “cart item count” variable on your site (shown above) and then build a rule saying “cart item count greater than 0″ (shown below).

Here’s the outcome on your website!

Using WYSIWYT to generate leads from users on your listing pages, if (s)he is viewing a premium listing.

Premium partners/advertisers need a premium treatment. What if you could generate leads for them or run promotions like this, or this, or this for them on your website?

Let’s say you want to push a time-delayed lead generation survey (like this, or this) on your website but ONLY when a user viewing a “Premium Listing” page on your website.

Do you SEE a way to identify a “Premium Listing” on your website? An icon saying “featured” or “premium”? Or, something else? If yes, done!

You can locate the “Premium listing marker” on your site (shown above) and then build a rule saying “Premium listing marker exists” (shown below).

Here’s the outcome on your website!

How to use WYSIWYT?

The feature is now a targeting option under the “targeting rules” section for each of your surveys/notification. Underneath is a screenshot from the targeting page. You start by opening the URL on which on need to find a placeholder (node).

Did you do something cool with WYSIWYT for your CRO? Let us know, we’d love to feature you in our case-study section.

Note: WYSIWYT is only available in the Premium and Enterprise plans. If you need to try this one out before upgrading, let us know – we’ll give you trial access for a week. Also, there’s no extra code needed for this add-on to work. Your current integration code will do the job. Please make sure that the page on which you are trying to locate a placeholder has the WebEngage widget integrated.

Need to see more, but don’t have the patience for such long reads?
Check out our use-case gallery on Twitter

#WebEngageLive



[Case Study] How WorldRemit Improved The Conversion Rate On Traffic Coming From Their Email Marketing Campaigns By 25%

Customer Profile
WorldRemit LogoWorldRemit is a rapidly growing online money transfer company that is shaking-up the traditionally offline remittances industry. Its award-winning service enables migrants and expatriate workers to send money oversees from 50 countries to more than 110 destinations. WorldRemit is available on the web or via smartphones or tablets. Money is received as a bank deposit, cash pickup, to a Mobile Money service or as a mobile airtime top-up.
The Objective
WorldRemit uses email and social media to provide customers, fans and followers with short-burst promotion. Because these offers are targeted at selected individuals, the company needed to offer a tailored experience for those people within its website. Placing static content within the existing CMS would not have provided the targeting required.

The product team had these two major goals when they chose to use WebEngage:

  • To support targeted promotions with a custom online experience.
  • To prove these promotions have an uplift on conversion to justify using them.
How WorldRemit used WebEngage to achieve their objective?
The WorldRemit team created their on-site promotions using WebEngage Notifications – adding copy, uploading images, styling the notifications and most importantly, using targeting rules to pop these to the right segment of users coming to their site via corresponding email marketing campaigns.
WebEngage Notification in action

Targeting was maintained across email and web by identifying the promotion with a URL query parameter that passed the promotion code through to the WorldRemit website. WebEngage was configured to behaviorally target users based on their activity on the site. E.g. on the desktop site, once a user (who came to the site via an email campaign) tried to leave the website, a pre-configured push notification (like the one above) would pop on the site.

Using A/B testing, the WorldRemit team found out that users who were nudged with a WebEngage Notification, converted 25% better than the rest.

For more on such rules, here’s a quick knowledgebase on WebEngage’s Targeting engine.
How did WorldRemit put it all together?
In a nutshell, here’s how this worked – WorldRemit, while sending out emails, would append a unique tracking parameter in the URL to the links inside the email’s body. When a user clicks on those links and comes to the website, WebEngage starts tracking user journey if a Notification/Survey is pre-configured to display for that tracking parameter. Using an interesting mix of engagement levels, behavioral and device targeting, WorldRemit improved the conversion funnel for such users via some interesting on-site Notifications.

Here’s a step-by-step guide on how WorldRemit set up this campaign:

1. Inject WebEngage Tracking Parameters in Email Campaigns.

2. Create Notification > Choose a Layout.

3. Create Notification body > Choose/create Theme.






4. Add rules for the Notification > Activate the Notification.
By adding, Page URL Targeting rule, it was made sure that the Notification was ONLY shown to users coming via the email campaign. Further, the rules (as shown below) were differently set for users coming via their desktop browser versus mobile devices. The image underneath shows rules for two different Notification Layouts, desktop and mobile modal respectively.

The team at WorldRemit set up this entire campaign in less that 45 mins. The best part being that at no point in time, they had to change any code on their website – all the knobs and controls they needed, were inside WebEngage’s dashboard!

The Result!
Users seeing WebEngage notifications on-site, converted 25% better compared to those that did not see the promotion – WorldRemit ran A/B tests to come to this conclusion.

Best practice landing page development suggests continuing the visual journey for the user and carrying a consistent message was a key driver behind this. Which essentially means WebEngage makes your email marketing even more awesome! :-)

Credits: Thanks to Depesh Mandalia (Head of Conversion Rate Optimisation at WorldRemit) for his input into this case-study. WorldRemit uses WebEngage to collect customer insights and optimize the RoI on their online marketing spends. Via WebEngage push messages, WorldRemit ensures that their customers receive a great user experience. At WebEngage, we love the fact that the WorldRemit team are huge advocates of our toolkit.

Need to see more, but don’t have the patience for such long reads?
Check out our use-case gallery on Twitter

#WebEngageLive



WebEngage Turns 3 Today

Img credit: Enchantedmommy.com

Time flies. I still have memories of our beta launch on the night of Oct 12, 2011 – a few spartans doing anything and everything to make sure we launched on time.

It has been 3 years since then. We have become the de-facto online conversion funnel improvement suite for e-commerce companies globally. We have changed offices thrice (pics). From 3, we have grown to a team of 25. Most importantly, we added a family of over 22,000 websites globally who trust in us to improve their online sales and customer engagement. Every day. Every minute.

And if all the above were not enough, we have now set up an office in New York (pics).

I am at loss of words here to describe how I feel. I thank each one of you – my team, customers, investors … and you – the evangelist. We are on-road to fulfill a much larger dream. With your love and support, I am sure we’ll get there.

On this day last year, we had a blast! Take a look at some of the pictures from that night. We are shifting offices currently and the workload didn’t allow us to plan our current year celebration in time. To all those awesome men and women who love to party with us – please hold on for another couple of weeks, we’ll reach out with an invite for you to RSVP to!

Pics from last year's b'day celebration

These have been three years of uninhibited growth, hard work and perseverance. These have been three years of laser sharp focus on building a product and creating a category that didn’t exist in the way we envision. Wish us many many more such years. Your love and support counts.

This, by far, has been our biggest achievement in the last 3 years …

Me, Ankit (my co-founder) and my team stand humbled in front of you. Truly humbled. Thanks for your show of faith in us, we won’t disappoint you.

- Avlesh

P.S: Here’s what we do:-)

Company Brochure 2.0

Like it? Take a live demo on your site in real-time! – demo.WebEngage.com

Do you like it our brochure? Need a hard copy? Email your address to support]at[webengage[dot]com and we’ll send a copy.

[Release Primer] Goals & Conversions – Stop Measuring Your Goals In Google Analytics; Start Achieving Them With WebEngage!

You heard it! Measuring goals in your analytics software is one thing, being able to achieve them is another. At WebEngage, we focus on the latter without creating too much fuss!

If you are familiar with the term “Goal” in context of web analytics, you already know what we are talking about. If you are not aware of it, no problem! In layman terms – we have made it extremely easy for you to be goal driven when it comes to improving the conversion funnel on your site. Be it increasing the number of sign-ups or generating more leads or closing more sales or reducing cart abandonment – WebEngage will now be the go-to solution for ALL your on-site problems!

Minus the fancy jargons, here’s how it works …

Step 1. Choose your goal

Choose from a list of high-level categories like e-commerce, lead generation etc. For each of these categories, there are pre-defined set of goals that you’d want to achieve on your website. You can choose from this list or create your own.

Step 2. Choose your solution for the goal

For each of the goals above, you can choose from a pre-defined list of solutions (ready-made push notification and on-site survey templates). E.g to reduce cart abandonment, you can choose to push a modal window notification offering the user a coupon code to finish the purchase at the moment (s)he is abandoning your cart page. Here’s a preview:

Now that you have copied the template, you can add your own targeting rules for the chosen solution.

Step 3. Details on conversion of this goal

Help us identify how to measure accomplishment of your goals. For most use-cases, a simple URL would suffice. This should be the URL that a user goes to, upon finishing the task that you set for him/her. For more complicated use-cases, you can use custom data.

Step 4. Conversion analytics

This is it! Once you activate the solution, it goes live on your website and our widget code starts tracking conversions for you instantly. You don’t need to change any code on your website. Your current integration code will start measuring conversions as long as the feature is enabled in your account. Underneath is a sample of how the conversion stats would look like:

We’ll be rolling this out for all Enterprise plan customers next week. If you are a Premium plan customer and would like to participate in the beta launch for this feature, you can make a request to activate goals and conversions in your account.

We are super excited and thrilled to launch our Goals & Conversion Analytics. More so, because now you’ll be able to measure the kind of uplift and impact WebEngage does to your website’s conversion funnel – quantitatively and instantly! Do share your feedback. We’ll write a comprehensive how-to article post the release next week.



Hiring Geeks @ WebEngage

We are growing super fast. Faster than we imagined. To fuel the growth further, we are looking for awesome men and women to join us in building the most enviable SaaS company of our times. This post is a hiring pitch for geeks, nerds and believers!

Need more reasons to join us? Does the office space matter?
Check out pics from our current office. Underneath is where we are moving to, in Oct 2014.
Still not convinced? Does the team matter? There you go …
While you are at it, do check these out too!
We know that you are a tough nut to crack. Need more dope, right?
Take a look at how geekily we sell our product. Or, check out this post on how we used Java Annotations to build our security layer. Also, take a look at how much of effort we put into dumbing down some of the most complicated features inside WebEngage to make it easy for our customers to love us all the more.
Convinced now?
Cool! We are looking for you. Drop us a note on geeks [at] webengage ]dot[ com or participate in our hacker challenge on 21st Sep, 2014.