[Newsletter: April 01, 2014] WebEngage improves conversion by 5% for a large travel company. Launches new dashboard

Web version of the newsletter sent on April 01, 2014
Dear Customer,

We are extremely excited to unveil our brand new dashboard. With this release, we have taken a giant leap forward – you can now use WebEngage via your mobile/tablet device, view/download reports in realtime and most importantly, you can now easily find your way around in the dashboard! We thought we’ll reach out to you with this announcement.

Also featured in this newsletter is our case-study of the month – how we increased revenues by 5% on Yatra, the second largest online travel site in India.
Our new dashboard – bright and shiny!
What has changed?
  • Access the dashboard from your mobile and tablet browsers – you can now run campaigns or modify settings on the go!
  • Domain (or widget) centric workflow – do you manage WebEngage account for multiple websites? Our new navigation will make your life easier.
  • Two level navigation panel – we knew that navigating between products was quite a bit of a task in our previous design. We have put of lot of effort in this re-desgin to keep the separation clear. The secondary panel is dynamic and the menu options change to what’s relevant for the particular task you are trying to perfom at a given time. Ain’t that wonderful? :-)
  • Improved search, reporting and analytics – we have gotten better with each one of these capabilities. Have over 100+ notifications in your account? We made it easy for you to find one. Also, now its possible to schedule reports for surveys you are running on your site.
Check out the new dashboard
Case Study of the month
How Yatra cross-sold hotel inventory to 5% of its customers booking flights online – the WebEngage impact!
Using our Dynamic Notifications, India’s second largest online travel booking site managed to improve its conversion by 5% – with less than 2 hours of effort.
Read the complete case study
Seen our use-case gallery? Check this out: #WebEngageLive
© 2014 Webklipper Technologies Pvt Ltd
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[Case Study] How Yatra Cross-sold Hotel Inventory To 5% Of Its Customers Booking Flights – WebEngage Impact

Starting today, we’d be picking up interesting stories of how customers, globally, are improving their sales and conversions using WebEngage. We’ll bundle them as case studies and publish one every fortnight. This is the first time we are attempting such a thing – your feedback will go a long way in helping us structure this section.

So, here we go, with our first case study.

Customer Profile
Yatra.com is India’s leading online travel company. Positioned as a brand “Creating Happy Travellers”, it provides information, pricing, availability, and booking facility for domestic and international air travel, railway reservation, hotel bookings, holiday packages, buses, and car rentals. Yatra offers a host of travel services designed to make business and leisure travel easier. Yatra is the second largest online travel agent in India and generates over USD 70 Million in revenues.
The Objective
As expected, most customers quickly go ahead with “Find Flights” options, as shown below, rather than choose the “Find Flights + Hotels” option. This, despite the fact that Yatra has some really strong and compelling hotel deals to offer.
The product marketing team had these two major objectives:

  • Figure out a compelling way to convey some of the “hottest deals” to users without obstructing their experience.
  • Cross-sell their hotel inventory to fliers who didn’t choose the “Find Flights + Hotels” option.
How Yatra used WebEngage to achieve their objective?
This was a clear cut use-case for our Notification product. However, unlike regular use-cases, the messaging had to be dynamic based on user query. E.g. a flier searching for “Delhi-Mumbai” flight – the hottest deal that should be showcased had to be a hotel in Mumbai .. and so on.

Welcome to WebEngage’s Dynamic Notifications!

Underneath is a sample of the final product, as being shown to customers searching for domestic flights on Yatra.

How did Yatra put it all together?
We allow the use of [[tokens]] in Notifications, which essentially means that you can add pre-defined placeholders while creating a push message in the dashboard, and replace them with real values while rendering it on your site, dynamically, via our JavaScript API.

Here’s a step-by-step guide on how Yatra set up this Dynamic Notification:

1. Create Notification > Choose a Layout.

2. Create Notification body > Add Tokens > Choose/create Theme.





3. Add rules for the Notification > Activate the Notification.

4. Tweak the integration code to pass dynamic information.

//in addition to the default WebEngage integration code, here's how Yatra
//makes the rules and tokes work inside this notification
_weq['webengage.notification.ruleData'] = {
  flightOnly: (true|false) //depending upon user query
};
 
//for users searching only for flight, Yatra triggers an AJAX request to their
//server for fetching the best hotel deal relevant to user's query.
//once the data is available, here's how token content is populated.
_weq["webengage.notification.tokens"] = {
  totalMin: "16,815",
  flt_code: "SG-851",
  org_code: "BOM",
  dest_code: "DEL",
  ddate: "Fri, 21 Mar",
  dtime: "05:55",
  atime: "08:10",
  hotelName: "The Beaufort Inn",
  totalStrike: "21,562",
  totalMin: "16,815",
  url: "http://dpack.yatra.com/flights-hotels/dyna/wait?type=R
        &viewName=normal&scope=dom&flexi=0&noOfSegments=2&
        flight_depart_date=12/03/2014&arrivalDate=14/03/2014&ADT=1
        &CHD=0&INF=0&class=Economy&origin=DEL&destination=BOM
        &partial=true&source=flights"
  ...
  ...
  /* similarly all other [[tokens]] were populated with data */
};

It took less than 2 hours of effort for Yatra to go live with this Notification on their site.

The Result!

Of all the users booking on a flight on Yatra, we managed to get 5% of them to upgrade to a “flight + hotel” combination deal. In a nutshell, WebEngage helped Yatra cross-sell its hotel deals to 5% of the total audience booking a flight on the site.

Credits: Thanks to Animesh (Head of Marketing & Alliances at Yatra) for his inputs on this case-study. Special thanks to Guru and Sandeep from Yatra’s development team who have build some very interesting use-cases on top of our JavaScript API. Close to 20 people at Yatra, in product and marketing, use WebEngage everyday. We love them!

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

#WebEngageLive

[Release Announcement] Unveiling A Brand New Dashboard – Do.The.New

I thank you, the customer, from the bottom of my heart for your faith in the product. Its exciting to see those amazing use-cases that you build everyday on top of our products, your increasing spends on us ;-) , your love emails … the list is endless!

The fact that you continued to love us despite all the hardships while using the classic edition of our dashboard, humbles me. You know that we continued to build more value for you. Be it leave intent targeting, or, survey branching, or, multiple notification layouts. We were focused on building stuff that helps you improve conversion rates on your site. I thank you for standing by us.

It is fascinating to know that everyday, on an average, you spend 38 minutes on the dashboard! That’s hell lot of a time to spend on something that doesn’t look pretty :-)

We knew that …

  • you could not use our dashboard on-the-go.
  • you could not download that NPS score or Customer Satisfaction survey report last minute to refer to, in your monthly review meetings.
  • once you stepped out of your office, it was damn difficult to fix the typo in that active notification, which your boss reported late in the evening and you had no access to a PC.
  • it was hard to search through those 100+ active notifications concurrently running across your website.
  • it was extremely cumbersome to find settings and configurations that you set once.
  • it was a herculean task to view the feedback emails (in your inbox) in context of who the user is and your prior conversations with the user.

All that is set to change as the old is, finally, making way for the new. Here’s how:

My team is working overtime to streamline user experience on the new dashboard. We’ll keep the classic edition live for a few weeks, just in case you don’t like our new stuff. Underneath is a screenshot of how to switch between the two versions:

If you face any issues while using the new dashboard, please drop us a feedback. We’ll proactively engage to seek your inputs inside the new dashboard – of course by using our own survey product ;-)

My design team will soon publish a detailed post on what went into shaping this new look and experience. As promised, we are committed to deliver the most amazing software experience for you! Thanks for helping us get there.

- Avlesh

Now serving over 2 Billion WebEngage widget requests every month!

Scale

Here’s how we fared in Jan, 2014

Our JavaScript widget code was served 2.1 billion times in the month of Jan, 2014. That’s 780 requests/second!

We served over 4 million on-site push Notifications every day last month. That’s almost 50 Notifications popping every second on close to 16,000 websites! Marketing teams, globally, have embraced Notifications as if there were no better hot cakes to buy :-) . Later this month, we’ll publish a detailed report with stats on how this product is helping companies drive sales via hyper targeted on-site offers and actionable messages. With the introduction of Leave Intent Targeting and Modal Window Layout, we are keeping marketing teams hooked on to their WebEngage dashboards and help them focus on what matters the most – conversions!

We served more than 1 million on-site Surveys every day last month. The adoption of our on-site Survey product is on a meteoric rise. Customer focused product teams, including the likes of Hubspot, Intuit, SEOmoz etc, have embraced us with great zeal. We are focused on making our on-site surveys the best in class – be it our targeting engine or capabilities like logical branching.

Segmentation

E-commerce companies account for 36% of our customer base followed by consumer internet applications and content sites. A bulk of our revenues come from India (38%), followed by the US (28%), UK (8%) and Australia (5%).

Thanks for keeping faith in us. We’ll continue to amaze you with an awesome product. More importantly, we’ll continue to deliver proactive and super-responsive customer service. Its a promise.

Don’t know what WebEngage does?
Check out our use-case gallery on Twitter -

#WebEngageLive

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[Release Announcement] Introducing Logical Branching In Surveys

We are elated to announce our brand new addition to the Survey product. Now, you can implement branching logic in your survey forms which allows you to make your questionnaire interactive and contextual, based on responses by an end user.

As always, let’s begin with a demo – a WebEngage powered Mobile Buying Guide

Here’s a mobile buying guide which uses the branching feature. You can try different combinations to see how the questionnaire and recommended product changes (restart button on the right corner).

What is Survey Branching?

Survey branching lets you build logic that enables skipping or inclusion of certain questions and sub-questions based on responses by users. Thus, it avoids the problem of asking redundant questions. It also helps present logically relevant set of questions based on responses. E.g. to a query “Do you play online games?“, if the response is “Yes”, then, subsequent questions related to online games like “Which one do you like better? Sports simulation or Strategy games?” would be more appropriate to ask. Else, the survey could branch out to other questions or simply terminate. Branching makes implementing all this a piece of cake.

Why do I need WebEngage Surveys and branching logic?

Below are some interesting use-cases on how you can use branching for running full page surveys using a survey URL (we call these as “Surveys via a dedicated URL):

  • Insurance/Home loan EMI calculator – this is a must have for BFSI companies who focus on online customer acquisition. With branch enabled surveys, you can build your own custom logic to make an interactive EMI calculator depending upon user input data.
  • Buying guide for gadgets and electronic appliances, for e-commerce companies – the “Mobile Buying Guide” by FindYogi, which you saw above, is a perfect example of this.
  • Pricing plan selector for SaaS companies – pretty much all SaaS companies have a tiered pricing structure. Users might find it difficult to choose a plan. With the ability to branch out based on responses, you can create an amazing pricing plan selector.
  • Property buying guide for online real estate companies - a fully interactive finder, which allows you to present a human face by asking logically relevant questions!
  • Tour package selector for tour & travel companies - ask questions about special interests (adventure, wildlife etc), food preferences, expense levels etc to suggest a tailor made holiday package. At the end of it, add a link to book the holiday straightaway!

Below are some interesting use-cases on how branching can be put to some great use with our on-site surveys (we call these “mini surveys via the WebEngage widget”):

A sample on-site survey to measure the effectiveness of your search results

  • 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.
  • 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!
  • Surveys for product management teams to prioritize features – how many times do you get stuck with the question of what to build now versus what to build later? We face it all the time. There’s no better way to do it than to ask your customers about what they want. Here’s an example. With survey branching you can go deeper into each of those options to get a sense of what your users seek from your product.
Ah! I am loving it! How do I use this feature?

Let us walk you through, in a few steps, on what does it take to create a survey with branching enabled. The case in point is the Mobile Buying Guide survey you saw above.

Step 1. Build your survey
Building a survey involves 2 steps – adding pages and then adding questions to these pages. The screenshots underneath illustrate how to do these.

Adding a question to a page (we support all types)

Adding question to a page (we support all question types)

Adding pages to a Survey

Step 2. Building destination pages

We call these “Thank You” pages. You can build any number of these pages and label them. Depending upon responses to questions in pages above and your branching logic, a survey will terminate on a particular “thank you” page as pre-configured by you. We support rich HTML markup in these pages as illustrated below.

Destination (or Thank You) pages

Step 3. Build Branching Logic

Now that you have your survey questionnaire and destination pages ready, you can link these logically. We have page logic and question logic that allow you to build a survey flow based on user’s response. Underneath is an illustration of how we let you build this logic and how it gets displayed to you visually, as well as textually.

Adding a branching logic

Your branching logic (displayed visually)

Your branching logic (displayed textually)

Wow! Anything else I need to know?

That’s pretty much it! Once you have collected some responses, our analytics and reporting modules will amaze you further more with the visualizations. If you are our new Premium or Enterprise plan customer, this feature is already activated in your account. If you are not a WebEngage user yet, do give us a try – we offer 14 day FREE full feature trial on all our plans, sign up today - webengage.com/pricing

Thanks for a patient read. We hope you’d like this new addition. We’d love to get your feedback.

[Announcement] Aggregate Response For Surveys Now Available In PDF Format

Starting today, for all your surveys (both, on-site mini surveys and surveys via dedicated URLs), you can download the aggregate response in PDF format (alongside the existing MS Excel format).

Take a look at this survey, for example - webengage.com/s/~7nhdif4embedded below is the PDF report, downloaded from the WebEngage dashboard aggregating responses to this survey.

Loved it? Now, such reports are available for each of your surveys along side the charts your could see in HTML/Excel formats earlier.

We are working on a full-fledged reporting module which will allow you to receive these reports in email at pre-defined frequencies. Expect more from us :-)

Stay tuned. We love you!

[Announcement] Introducing the Modal (Lightbox) Notification Layout

We are excited to announce the addition of yet another gem in our kitty, a brand new Notification layout – we call it the Modal (Lightbox) layout. This layout allows you to build blocking page overlays containing rich HTML content – no prizes for guessing that though :-)

Try a demo of Modal (Lightbox) layout

Here’s how a sample layout looks on customer’s website:

Our Modal (Lightbox) layout in action

Cool, ain’t it? :-) You can use this layout for a wide variety of use-cases. For your ready reference, we have put some of them underneath:

  • Display page blocking content to users exiting your site. This layout can be used in conjunction with our leave intent targeting to convert users who are exiting your site, by making one last attempt to stop them from leaving by displaying a relevant offer/message/promotion.
  • Create page diversions based on rules. Want to ask visitors coming from Mexico to your “.com” website to visit your “.com.mx” website instead? Want similar rules based on traffic source (Google Search, Affiliate site), cookies, user’s browser, platform etc to create an overlay and ask users to go somewhere else? Say hello to the Modal (Lighbox) layout. Check out the targeting rules you can use.
  • Display offers/deals on your campaign landing pages. Do you run ad campaigns to get people on your site? Use our traffic source targeting to identify such users and display an overlay on your landing page. You can design the content therein to be rich HTML with images, hyperlinks etc.
  • Blocking page content to drive paid content subscriptions. Wanna drive paid content subscription on your site? Present a page blocking overlay to visitors asking them to buy a subscription. Using targeting, you can choose to do it only on certain categories of content or sections of your site.
  • Handhold first time visitors on your site. Educate the first time visitors on how to use your site. Add images, screenshots, videos etc in the content area to make the most of it. Once you have created the notification, you can specify “for new visitors only” in the targeting section. Simple!

Can’t wait to use it? We know! It can really get tempting ;-) The best part with this is that, if you are an existing customer, you won’t need to change ANY code on your website. Like all things WebEngage, this too will work out-of-the-box. Here’s a step-by-step guide on how to create this notification for your website:

Step 1. Create a notification

Choose the Modal window layout to start creating your notification

Step 2. Add content and call-to-action (and preview the changes live!)

Add rich HTML content to the content area and an optional call-to-action

Step 3. Configure options specific to this layout (Modal) and add/modify UI theme

Choose the width of content area, alignment of c2a button etc

 

Tweak the UI color scheme by modifying theme

Step 4. Add rules to filter the audience which gets to see this notification (more on targeting here)

The rule above says - display this notification ONLY on this post (url) for users leaving the site (leave intent)

Step 5. Advanced options; activate and go live!

Optionally run the notification as a campaign, activate and go live!

Step 6. Get realtime stats and reports. Optimize.

Realtime clickthrough reports - based on geo, browser etc

Demo time? If you are using a PC browser, try moving towards the browser close button and see this notification in action; else, try clicking on the button below:
Try a demo of Modal (Lightbox) layout

Hope you liked what you saw. Your comments are welcome.

Not a customer yet? Join the league of 15,000 websites globally who trust us with their on-site conversions and customer engagement. Start your 14 day FREE trial today!

Stay tuned. We love you!

The B’day That Was …

WebEngage turned two on 13th Oct, 2013. What started with a humble note from our CEO in the morning, ended with an amazing celebration in the evening to mark 2 years of our collective passion, dedication and commitment. We were privileged to host some awesome men and women – entrepreneurs, VC’s, fellow friends and their families, in a get-together worth remembering.

At Westin Garden City, Mumbai on the night of 13th Oct, 2013 …

Towards the end of the do, we played this A/V showcasing our journey and unveiling the team that makes the product that you love to fall in love with, everyday. Here’s the video:

We thank all those to made it to be a part of our celebration, especially the one’s who came from cities other than Mumbai. We’d also like to thank the team at Westin Garden City, Mumbai for their help and support in making it look all so easy and seamless. And finally, we’d like to thank our friends from Morgan Stanley who performed all throughout the evening and made us feel special. Thanks everyone!

As our founders say, we are unstoppable! Onwards and upwards.

[Announcement] Introducing Leave Intent Based Targeting; Now, Convert Users Exiting Your Website – Pounce On Bounce!

After gazillion requests from our customers to find an elegant solution to the irritating exit surveys that open a new window when a user closes the browser window/tab, we decided to give this problem a shot – a graceful solution to a problem that online product managers and marketers struggle with globally.

Take a demo first



Loved it? It needs less than 5 minutes to implement this on your website without adding any extra code to your site or involvement of your dev/IT teams! Too much to ask for? Yeah, we know … :-)

Google Analytics is information. WebEngage is ACTION
Tools like Google Analytics, Clicky, Kissmetrics etc have historically been telling you about bounce rates on your website. We know how terrible it feels to know of a problem but not be able to do anything about it. Well, not anymore. Say hello to WebEngage’s Leave Intent Targeting – the ultimate solution to catch hold of users bouncing off your website.



Introducing Leave Intent Targeting
We are extremely excited to announce the launch of “Leave Intent Based Targeting” under the targeting rules section for surveys and notifications. With this feature enabled, you can now choose to display a survey (lead generation form, any other mini questionnaire etc) or a notification (push message to display offers etc) to users who are about to leave your site. At the core of this technology, we detect mouse movement of visitors on your website – and pop a pre-configured survey/notification the moment we find out that a user is either approaching the browser’s close button or moving away from your site to a different tab in the browser window. Cool, ain’t it?

Wanna get started? It takes 2 simple steps as explained underneath:

Step 1. Create a notification/survey for users bouncing off your site

First, you need to choose what would you like to do with users bouncing off your website – ask a set of questions or show them a nice HTML message with some call-to-action? Depending upon that, you either create a survey or a notification. Check out the how-to images underneath:

Step 2. Implement leave intent targeting for your notification/survey

Now, that you have decided the action to be taken on bounce, here’s how you configure the “targeting rule” for it. It is as simple as checking this option in the targeting screen:

That’s it! By simply following the two steps mentioned above, you are good to catch hold of customers/visitors exiting your website and make one last attempt to have them stay back a little longer – by offering a helping hand, or, an offer, or, a lead generation survey integrated solution with your outgoing email/SMS sending engine! All in real-time!

Need more filtering capabilities?
Have we ever said a NO? :-)

Leave intent targeting can be used in conjunction with other rules that we support in the system. Some use-cases to give you an idea of what can be done:

  • Want to show a notification/survey to visitors exiting your website ONLY from the cart page or any other section on your website? Use Page URL Targeting
  • Want to show a notification/survey ONLY to visitors from certain geography(/ies) trying to leave your website? Use Geo-location Targeting
  • Want to show a notification/survey ONLY to exiting users who came to your website via a Google search or your FB Page or from any other specific website? Use Traffic Source Targeting
  • Want the bounce notification/survey to work ONLY during midnight, say from 11pm to 4am? Use Time Of The Day Targeting
  • Want to show the bounce notification/survey ONLY to visitors with a certain Cookie planted in their browser? Use Cookie Based Targeting
  • Want to show the bounce notification/survey ONLY to your Premium Customers who have made a purchase of more than $1000 in the past? Use Custom Targeting

Need more dope on targeting? Go here: webengage.com/survey#targeting

Want to see a real world sample of how a leave intent survey works? Please go to our pricing page. Once the page has loaded, try moving your mouse cursor away from the tab to any other or towards the close button of the window. Ain’t it magical? We call it eating our own dog food :-)

Note:

  1. This feature is available only for customers in the new premium and enterprise plans.
  2. This feature is, currently, only supported in Desktop browsers (IE7 & above, FF, Chrome, Safari all versions); support for mobile browsers will soon be available.

Have questions? Get in touch

Edit (10th Dec, 2013): We have recently released the Modal Window Layout for notifications. Check it out. This layout works really well with leave intent targeting.

[Update] Sticky Header Notification Updates – Close Button Becomes Optional, Introduction Of Minimize Option And A Better Live Preview

4 months ago, when we released sticky header layout for notifications, we didn’t know it would sell like a hot cake. Its amazing to see the kind of use-cases our customers have been using it for – from system alerts to dynamic messaging to running offers/deals/discounts to smart notifications based on our targeting criterion, we have seen them all.

If you haven’t used this Notification layout already, do take a look at some of the use-cases captured live on our customer websites, you’d love these – #WebEngageLive

We have added two new options in the Notification create/edit screen:

Close button is now optional and the ability for users to minimize a notification has been added. Underneath is a preview of how these appear on your website when both the options are used. On the right hand side is the “minimized state” of a notification, as it appears on your website.

As an outcome of this change, you can, now, get rid of the close button in your sticky header notifications whenever you want to run persistent notices on your website.

Note: Notifications when minimized by a user on your website, appear minimized in his/her next visit. Want to check out other options in this layout? Check out the post here.

Stay tuned, we love you!