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.

[#WebEngageLive] 4 Ways To Reduce Bounce Rate And Generate More Leads On Your Website

Starting today, every fortnight, we’ll share a bunch of use-cases on how WebEngage is helping over 20,000 online businesses in improving their on-site customer engagement. Today, we are focusing on reducing Bounce Rate and improving Lead Generation on your website. We have picked up 4 distinct samples on how our Survey product is being used to collect leads, reduce cart abandonment and drive newsletter sign-ups. Underneath are today’s samples.
 
Reduce cart abandonment (and generate leads too!)
Is yours an e-commerce store? How often do users abandon your cart? Do you know the reasons? Underneath is a pre-configured modal survey for users leaving your cart page without finishing the transaction:

Liked it? WebEngage modal surveys (with leave intent targeting) are an interesting alternative to exit surveys. Not only do you get instant stats on why users are abandoning your cart but also a bunch of leads from users who would have otherwise left your site without completing their purchase.

 
Generate leads from first time users
Do you have an engagement strategy for first time users landing on your website? Especially for the one’s for whom you have spent some acquisition dollars on? Club our traffic source targeting with leave intent, and you can display an on-site modal survey window like this one to users who are moving away from your site:



We see an average response rate of over 5% on these kind of surveys. You can get up and running in less than 5 mins without having to add any extra code on your website!

 
Increase your newsletter subsription base
Time delayed surveys are the most effective way to generate more leads from visitors coming to your website. One of the most frequently used use-cases is newsletter subscription, if yours is a content website – sample underneath from a large television network’s site:



Using our Webhooks (explained in the use-case below), you can push these leads directly into your CRM.

 
Optimize your conversion funnnel (and generate leads too!)
Do you see a hole in your conversion funnel? Where is it leaking? On your search listings page? Or, product page? Do you know what the problem is? The only way to find out is to ask your users. We have helped thousands of businesses optimize their conversion funnel – underneath is a sample from an online travel website (lead generation from users doing more than “X” number of searches for flights):



As illustrated in the image above, you can specify a Webhook for your surveys – thereby instructing us to POST the leads generated on your site instantly to your servers. You can process the data and add it your CRM or use it in any other workflow.

If you are an existing customer, log-on to your dashboard to create such lead generation surveys for your website.



[Release Announcement] Callouts – Speech Bubble Style Push Notifications With Visual Selection Of The Pointer

We are glad to present our latest Notification Layout to you. Say hello to Callout Notifications.

In layman terms, we have made it super easy for you to choose a section or an HTML element (text box / layers / images etc) or a link on your website and create a push notification message pointed at that element. Add to that the magic of targeting rules, you can choose to show these notifications ONLY to visitors who match a certain criteria (e.g. show only to visitors coming from Google search or only after a user has spent certain amount of time on the site etc. Here’s more on targeting).

Try A Live Demo Of Callout Notification

Here’s how a Callout Notification looks like, on customer’s website:

Do you like the ability to push such notifications that can be pointed at links or sections on your website? That too, without adding any extra code to your website? We have put together a bunch of use-cases where you’ll find this layout very handy:
  • Announcing new features on your website. Take a look at this use-case, for example. More often than not, every new feature is a small link or button on your site which faces discovery issues. This link or button or HTML section on your website doesn’t get the user attention that it deserves. Use our Callout to improve the discovery of such features. You can thank us later :-)
  • Display personalized and to-the-point call to actions to users based on their traffic source. If you want to draw the attention of a visitor coming from, say, an affiliate website, to a specific link on the page, you can do so using our targeting rules. We have a wide range of options that allow you to choose who would you like to display each of your notifications to – based on traffic source (ads, affiliates, organic etc), based on visitor’s GEO, based on URL patterns of pages that a user on your website is visiting, based on cookies, based on time spent etc. Here’s a comprehensive guide on targeting rules.
  • Educate users on how to optimally use your features; make them productive. Check out this use-case. Users on your site tend to use your product in a certain way. There’s always a room for you to educate them on how to go about using your features so that they can be more productive. Using custom targeting, these Callouts can be displayed based on user behavior.
  • Improve your demo and on-boarding process with callouts. Is yours a SaaS or an Enterprise software product? Callouts are a great tool for on-boarding new users and helping them in getting started with your product. Contextual messaging can make a huge difference in conversions – try us and see for yourself.
  • Display targeted notifications to returning users based on their actions in the past. Take a look at the opening sample image in this post which illustrates how a visitor who abandoned his/her cart in the previous session is being targeted dynamically upon returning back to the site. Via our dynamic notifications, we have improved sales by over 5% for some of our customers – here’s a case-study.

Tempted to use this new layout? Sure! Underneath is a step-by-step guide on how to use Callout Notifications:

Step 1. Create a Callout Notification
a. You start by choosing a layout. Select Callout in the list.

b. Add content to your callout box – it supports HTML rich content. You can switch to HTML editor mode by clicking on </> icon in the “Description” box.

Step 2. Add layout specific options, choose theme and preview live
a. Specify options like box width, arrow directions etc.

b. Choose from the list of available system themes or create your own. Properties like background color, fonts etc can be customized as shown below.

c. An in-place live preview window gives you an idea of how your notification is going to look like.

Step 3. Choose where you want to point your callout to
a. Now comes the trickiest part! To which section or link or HTML element on your site should this Callout point to? There are two possible ways to specify that – #1. if you know the ID attribute value of the element on the HTML page, select the second option (as shown below) and mention the ID value. Save and you are good to go. #2. If all of what was said in #1 sounds alien to you, select the first option (as shown below) and specify a page URL on your site where that element is visually present.

b. When you click on “open link”, the URL opens in a new window with a WebEngage toolbar loaded on the page. Please note that the WebEngage default code should be present on this page for the node selector to work.

c. Your page now runs in selection mode. You can hover over and select the node where you want the Callout to be pointed at.

d. Add an identifier for this element – a name that you can use even at a later date.

e. Welcome back to the dashboard! You just selected the HTML node to which this Callout will be pointed to. To change node, click reset.

Step 4. Add targeting rules
You can choose from a wide range of options like page URLs, users GEO, traffic source etc to filter the audience who should see this notification on your website. Here’s a complete guide on all available targeting options.

Step 5. Activate and go live!

Step 6. Get realtime stats and reports. Optimize.
a. View the performance summary of your notification in real-time.

b. View aggregate reports for users who are engaging with your notification. Tweak your notification to optimize performance.

Hope you liked what you saw. If you are an existing customer, you can log on to your dashboard and use this new layout right away. Your comments/feedback will help us improve – let it come.



[Release Announcement] Sentiment Detection And Analysis Of User Feedback – Now, Gauge The MOOD Of Customers On Your Website

We have added a new capability inside the feedback product – Sentiment Analysis. We’ll programmatically classify all the incoming user feedback on your website as – positive, neutral or negative in its sentiment.

The purpose is to give you an idea of customer happiness quotient, simply by putting a time-series of how the customer sentiment is changing over a period of time on your site. You can access this chart under Feedback > Stats section. Here’s a glimpse -

Measuring customer happiness - by analyzing sentiments in your user feedback

 

Also, each of your feedback threads in the dashboard will display its corresponding sentiment as detected by our self-learning algorithm. Underneath are samples of classification from our own customer feedback (notice the sentiment icon on upper right corner for each of the feedback emails).

Feedback sentiment analyzer - negative classification

 

Feedback sentiment analyzer - neutral classification

 

Feedback sentiment analyzer - positive classification

 

This is an experimental feature. And the program is an auto-learning one. It does a decent job and with time it will only get better. If you notice a thread being incorrectly classified, you can make our classification algorithm a bit better by taking the pain and re-classifying as shown underneath -

Re-classifying sentiment for a feedback

 

Under the Feedback > Stats section, we also give you an overall distribution of sentiments across all the feedback received on your website.

Overall distribution of sentiments in your user feedback

Hope you liked what you saw. Your feedback on this feature will help us improve.

Note: This feature is only available in the Premium and Enterprise plans.

[Release Announcement] Surveys 2.0 – Introducing Survey Layouts. Run Surveys On Your Website Or Via Standalone URL’s In Multiple UI Formats

Introducing Survey Layouts
So far, we restricted you to create surveys in just one UI template. Not anymore! Pretty much like our hot selling Notifications (check out the corresponding layout options) , we have introduced the concept of layouts in surveys. Listed below are the currently available layout options and their corresponding use-cases. We’ll be adding new layouts (layouts optimized for mobile sites, specific layouts for certain pre-defined actions like newsletter sign-up etc) for you to choose from, on an ongoing basis.

The "create a survey" task now asks you to choose a layout to begin with

On-site Classic
Want to seek user inputs proactively? When a user is ON your website? In real-time? Based on clickstream data or user behavior? Want to analyze the data collected to minutest details? Pick this layout, its a no-brainer!

Use our on-site surveys to collect insights that only real users can give you!

 

On-site classic surveys for collecting leads in critical areas of your product workflow (search page etc)

 

We are helping over 19K businesses take decisions based on data. Everyday.

 

On-site surveys to find NPS or CSAT scores - we got it all covered

 

Understand your users beyond GA. Get real insights powered by real users

 

Want your users to download stuff from your site? But not without telling you who they are? Go, play!

 

Planning to launch/improve your beta product? No idea how to prioritize? Here's how 19K sites do it!

Curious when/what to use this layout for? We picked up the top 5 use-cases that our 19K customers use us for:
  • Customer satisfaction surveys post purchase – the kind of insights your marketing and product teams can gather from customers making a purchase is amazing. Here’s an example. Our customer satisfaction surveys on order-confirmation pages (for e-commerce companies) have an average response rate of more than 20%! Oh yes! Give it a try, you’d love it.
  • On-site lead generation surveys – we have been on a mission to prove that the best source of generating inbound leads is your own website. Here’s an example. The best part is that these lead gen surveys can be configured based on multiple criterion – pages viewed, time spent on the site, geography of the visitor etc.
  • Missing product surveys – on your search results page, or, your catalog page, you can pop a survey after, say, 30 seconds (time delay targeting, as we call it) which enables you to seek user feedback on whether the search results were up to mark or not. Here’s an example. There’s no better way of building a catalog that your users really want!
  • Demographic surveys to profile your site visitors – when was the last time Google Analytics told you “who” your site visitors really are? No, they just cannot. The only way to find that out is to ask your users. Here’s an example. Imagine the kind of content personalization you can do, when you have this data!
  • Measure your Net Promoter Score and seek instant feedback from pissed off users – oh, did you not know that we support NPS question type? Yes, we do. Here’s an example. With branching, you can now instantly seek feedback from users who are passives or detractors for your brand. Did we mention that this data (the survey responses) can be instantly pushed into your CRM/Email/Call/SMS pipeline using WebHooks? Yes!
On-site Modal
How many times in the past did you wish to show a page blocking modal window to users on your website based on some condition? Did you intend to collect some user input there? Say hello to our on-site Modal survey layout!

On-site modal survey to drive newsletter sign-ups on the site

 

Reducing cart abandonment by collecting sales leads using Modal surveys

We have seen a lot of success with this layout for some specific use-cases. You need to use this layout with care because of the blocking nature of its UI. Underneath are the one’s we strongly recommend using it for:
  • Reduce Cart Abandonment - as shown in the sample image above, you can per-configure page blocking modal surveys for users “about to leave” your cart page. We call this as Leave Intent Targeting which, in a nutshell, tracks mouse movement of users on your site. The moment a users cursor approaches the browser’s close button, that’s when this modal window triggers. We are an amazing alternative to the exit surveys of 2010 that used to open survey in a new window upon users closing the current tab! Give us a try.
  • Engage With First Time Visitors – shouldn’t you do a bit more with users landing for the very first time on your site? Your developers tell you that its a lot of code to write? Well, no more. Use us, and proactively guide your first time visitors on the site – offer a discount code for sign-up or get them to subscribe to your newsletter. We have made conversions as easy as 1.2.3! Here’s an example.
  • On-site Lead Generation – whether you run a consumer or a b2b business, we all love leads, especially when they are inbound and qualified. There are areas on your website wherein users would ONLY come when they have a certain amount of interest in your product(s). E.g. take a look at our pricing page. Here’s a live example (try moving to a different tab once the page loads). Would you be surprised to know that this survey is the biggest source of inbound leads for us? Talk about eating your own dogfood! :-)
  • Pounce On Bounce (reduce your bounce rate) – Google Analytics tells you that your site’s bounce rate is as high as 80%! Did you do anything about it? Given the fact that most of your traffic is paid (SEM et al), don’t you deserve to know a bit more than just that number? Show modal window to such audiences when they are about to bounce off your site. You can use our targeting engine to show those surveys ONLY to particular traffic segments. Here’s an example.
Off-site Classic
Want to email your users with a survey link asking them to fill up a market research or customer satisfaction survey? Want enterprise class analytics and reporting on that data?  No need to monkey around with other tools, we have built one of the most sophisticated survey creation and analysis platforms. Don’t take our word for it, try it for yourself!

Sample off-site survey

Whether its collecting data for market research, or, measuring customer satisfaction, or, collecting employee satisfaction data as an HR practice – off-site classic surveys can do everything that you have been using surveys for. However, we need to tell you what’s unique and different about us:
  • Logical Branching – do you want the survey to present a specific set of questions based on how the user responds to your questionnaire? Welcome to Logical Branching. Most survey tools will allow this (in some way or the other). We allow you to design your surveys in a manner that you can pretty much build any kind of logic into your questionnaire and lead the user to pre-defined set of questions (based on his/her responses). Oh wait, we also allow you to get rid of the common “Thank you for taking this survey” message that gets displayed to every respondent, and instead, let you display an appropriate destination page (“Thank You” page) based on responses to your questionnaire. Cool. Ain’t it?  Here’s a complete how-to guide on how this feature was used to create an amazing Mobile Buying Guide for consumers – we told you, we are engagement re-defined! :-)
  • Custom Data – your customer just made a purchase on your site and you intend to send a survey in email seeking feedback. So far, so good. But you know what, to make sense of the survey responses, you need to ask a bunch of obvious questions too – what did you buy, when was the purchase done, what was the good priced as .. etc etc. Don’t you know the answers to these questions already? Then, why ask these questions and piss your users off just because a silly survey tool is unwilling to understand your enterprise data? Welcome to our custom data feature – you can pass any kind of data (string, boolean, date, integer etc) encoded as parameters in the survey URL we generated for you. Yes, we ❤ Enterprises :-)
  • Advanced Reporting – our job doesn’t end at collecting responses and giving back a raw dump to you. Our survey reports are real-time and way more sophisticated than most other tools you’d have used thus far. When was the last time you could dice-n-slice your survey responses based on geo-location of respondents (yeah, geo-IP magic)? We go beyond plain vanilla charting and offer a web-based reporting section for each of your surveys. Moreover, you can schedule reports for each of your surveys and receive PDF/Excel format reports in your email at pre-defined frequency.

Hope you liked what you saw. Your comments/feedback will help us improve – let it come. In weeks to follow, we’ll be adding more layout options.

Note:

  1. Some of the layouts and features mentioned above are plan dependent. Please check out our pricing page for details.
  2. Leave Intent Targeting is only supported in Desktop browsers (IE7 & above, FF, Chrome, Safari all versions); support for mobile browsers will soon be available.