New Feature: Advanced Data Management

We have released a new feature today that solves a few teething issues that marketers and developers often face when sending users and events data from their apps and website to a 3rd party solution like Segment.com, Mixpanel, WebEngage etc.

At WebEngage, we have routinely come across issues such as data type of a particular attribute of an event not being uniform across different sources such as website, Android app, iOS app etc. Too often we find that a particular source eg. an Android app has defined Attribute X as Boolean whereas another source eg. Website has defined the same Attribute X as Number. Which data type is correct? And how do you even go about tracking such integration issues after you have already onboarded? Given that the code base for your apps and website is updated frequently, it is highly possible that a developer might inadvertently change the data type of some attribute or even worse, completely stop sending that attribute or that event from that source. Unfortunately, these scenarios happen often.

We’ve been wanting to build a solution to this problem for a really long time. In addition to the customer delight, this feature also brings a lot of joy to our customer success teams who in the past have had to scramble to resolve these issues with customers. With our new release today, you will be able to track in-depth the status of the data about your users and events that you’re sending to us from your website, mobile apps and REST API. You can also change the data type of attribute in WebEngage and you can also stop tracking certain attributes and events. 

Somebody changed the data type of an attribute in your apps or website? We’ll proactively show you which attribute from which source (website, Android app, iOS app, REST API) is the cause of this problem.

Never sent data for an event or an attribute from a particular source to WebEngage? We’ll proactively show you the status of integration of each of the sources for each of your events and attributes.

Accidentally changed your code such that your sources are not sending an event or an attribute to WebEngage anymore? We’ll proactively show you which attributes and events are being successfully tracked and which ones are stale (last received more than 7 days ago).

Want to stop tracking a particular event or a particular attribute that you’re sending to WebEngage? You can now do so from the WebEngage dashboard.

Want to change the data type of an attribute you’re already sending to WebEngage so that in future, attributes get ingested in the changed data type? Head over to your WebEngage dashboard and make the necessary change to the data type of the attribute.

In summary, WebEngage will now proactively inform you in real-time whether there are any issues in the data we receive about your users and events from your apps and website, so that you can then take the necessary corrective action quickly. In addition, you will also be able to stop/start tracking events and attributes and also change the data type of attributes. 

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.

EngageMint – Asia’s Largest Retention Marketing Conclave | Highlights From Edition 1

The first edition of EngageMint, our flagship event, was a massive success. We were humbled by your overwhelming response. It was a day long affair with 75+ CMOs, Product Managers and Retention Marketers in attendance from 40+ companies.

We launched our multi-channel user engagement and retention stack in Jul 2016. Ever since, we have felt the need for a platform where retention marketers could learn from each other. While there was a bunch of stuff being already done for their b2b counterparts globally, product managers & marketers at consumer tech companies had nothing to look up to.

WebEngage as a product, and, EngageMint as a learning platform are our contributions to fill in this need gap for retention marketers and product managers at consumer businesses.

After months of preparation, we launched EngageMint with the kickoff edition on March 13th in Mumbai. Other than attendees from Mumbai, we had folks fly in from all major cities in India including Bengaluru, Delhi, Chennai, Ahmedabad, Pune, Hyderabad etc to all the way from Tokyo for this conclave! In this post, I am sharing quick highlights of the day with you.

EngageMint-2018-Mumbai-WebEngagePacked hall early in the morning!

Once I declared the event open at 10am, there were three amazing sessions delivered Mona Gandhi (First Female Engineer at Airbnb), Vikalp Sahini (CTO at GoIbibo) and Rahul Ganjoo (VP Product at Zomato).

Rajan (Google’s head for India and SE Asia) was engaged in a fireside chat with Karthik (Managing Partner at Blume Ventures) on the India and SE Asia opportunity. Rajan’s insights on how to build long lasting businesses were very deeply appreciated by the audience. Post this session, we had an invigorating panel discussion with leaders (Manav, Naiyya and Narendra) from different verticals sharing their experiences on user retention across OTT, Content driven e-commerce and Education tech. Following this was our highlight of the day – a retention 101 workshop conducted by Ankur. I am sharing some moments from these sessions in pics below.

We got 50+ nominations across 3 different categories of EngageMint Retention Awards. The winners were Aniket (VP Marketing, Coverfox), Kushal (Business Ananlyst, TestBook) and Divyang (Marketing Director, GoIbibo).

Aniket and Kushal receiving their respective EngageMint retention awardsAniket and Kushal receiving their respective EngageMint retention awards

To conclude the day, I unveiled some of the ideas that are brewing in our labs for WebEngage. I’ll share those with you in a different post. We presented some great consumer insights and trends at EngageMint – the booklet below captures those.

I’d like to thank those members of Team WebEngage, led by Bharat, who did an incredible job in pulling off an event of this scale.

Team EngageMintTeam EngageMint

I thank you once again for a great response to this event. We are further more convinced about its need and relevance. We’ll come back to you soon with the format and dates for the next edition of EngageMint. Until then, relive moments from the first edition through this exclusive gallery.

Onwards and upwards.

– Avlesh

Posted by in EngageMint

Permalink

Namma Bengaluru 🙏

Bengaluru – we are finally there!

After years of waiting and contemplating, WebEngage now has an office in Bengaluru. We didn’t want to miss out on all the action that India’s startup capital has to offer! We’ll continue to be headquartered in Mumbai.

Some of our team members have moved to the BLR facility and we are currently hiring for position below, all based out of BLR –

For other open positions (based out of Mumbai), please visit here – WebEngage.com/careers

Please feel free to pay us a visit. We are here 👇 (Map):
WebEngage
91 Springboard,
Koramangala 7th Block
4th Floor, Salarpuria Tower-1
Bengaluru 560095

Feature Enhancement: Introducing First True Multi-channel User Profiles

User profile page on WebEngage now comes with a shiny new look!

We have completely revamped the user profile section. We have added many data-points and re-organized all the information we present on the user profile, so that you can understand the profile of any user comprehensively and quickly. You can see the user profiles (for both known and unknown users) by clicking on any user under the List of Users section available in Users, Segments and Campaigns.

Let’s dig deeper into the information available on the new user profile page:

Basic Info

This tells you the contact information of the user, where you acquired the user from, all the segments that this user belongs to (yes, ALL the segments!) and the 10 most recent campaigns that this user was targeted with through WebEngage.

Custom Attributes

You can see the values of the all the custom attributes of this user under a section aptly titled Custom Attributes

Devices

A user can access your app or website through many different computers, tablets and phones. You will be able to see the list of all Android, iOS and Web devices that a user has used under the Devices section.

Channels

You will be able to see the reachability of that user on each of the channels – Push, In-app, SMS, On-site, Web Push and Email. We also show you the number of campaigns you have sent to the user and the number of conversions on each of these channels, for the last 3 months.

Events

Under the Events tab, we show you the exact list of system events (eg. App Install, App Uninstall), custom events (eg. Searched, Purchased) and campaign events (eg. Email Open, Push Click) that the user has performed along with the attribute level details of each of those events.


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.

Welcome, Social Capital!

It gives me great pleasure to break this news to you – WebEngage has a new investor, Social Capital.

I got introduced to the fund’s Capital-as-a-Service vehicle some time ago. Having interacted with a lot of venture capitalists in all these years, I found it very intriguing to see a fund choosing to invest based on algorithms analyzing data instead of humans.

WebEngage is the first Indian company to raise through the CaaS vehicle of Social Capital.

Why now?

Because, we are in hyper growth mode currently, and we could use all the help we can. Sans the confidential data, here’s how our revenues have grown in the last 12 months – almost a 3x!

Retention marketing is broken. The channels of retention for consumer businesses – mobile, web, email and social – are invariably being run by different teams using plethora of tools. We want to unify all of that into a single product experience and treat channels as just a delivery medium. We want to shift the focus on creating awesome user journeys and experiences; and, not the next shiny looking push notification or email campaign.

What next?

If you haven’t seen the rapid pace of our product execution in last 9 months, check this out. We have a strong product pipeline for 2018 with focus on these goals –

  1. Suggest user journeys to marketers and product managers based on data and machine learning.
  2. Help customers measure and optimize based on global/local benchmarks.
  3. Help customers to holistically test campaigns across channels before launching.
  4. Grow the platform to integrate nicely with other ecosystem players.
  5. Help customers WIN.

WebEngage is the first true omni-channel solution for small and medium consumer businesses. We’ll continue to build further on that mission.

In context of the raise, I remember speaking with Ashley Carroll, partner at Social Capital. She said they were impressed with our growth compared to other similar companies they have seen. It was a great validation for the mission we are on. Social Capital joins our cap table along with existing investors including Blume Ventures, GTI Capital, Capillary Technologies and angels like Rajan Anandan.

These are exciting times for us.

Onwards and upwards.

– Avlesh

Posted by in Funding

Permalink

Feature Enhancement: Compare Your Journey’s Performance With a Control Group

We have made a few updates on how conversions are reported on the journey page.

Before we explain how these conversion numbers are calculated and how you can compare it with a control group, let’s first delve into a core concept of journeys called Trips. Conversions numbers are reported on a trip basis so its important to cover the concept of Trips first before we discuss journey conversion in detail.

A user can enter a journey more than once. Let’s say that you are running a journey that gets triggered each time a user adds something to his cart (in other words, user does the event Add to cart). You would like to wait for 30 minutes in this case and check whether the user has done a purchase. If the user has made a purchase, then you end the journey. If the user has not made a purchase then you have a complex workflow defined where you send a series of email and push notifications to the user to get him to purchase. In this case, each time the user adds something to his cart, the journey gets triggered. If the user is adding to his cart 5 times a week, the journey would get triggered 5 times. Let’s also define Purchase as the conversion event so that as soon as the user purchases something after receiving your campaigns, that instance of the journey of the user ends. Please note that the journey itself does not end but only an instance of that journey ends. We’ll call each such instance of the journey as a Trip. Each time the user adds something to cart, he enters the journey again and a trip starts.

Let’s elaborate on this further.

Let’s say that the user adds to his cart for the first time on Monday and immediately purchases the item within 10 minutes of adding to cart. We’ll call this Trip 1. Trip 1 ends immediately as the user has performed the purchase immediately. On Tuesday, the user adds something to his cart but forgets to make a purchase that day. Let’s call this Trip 2. In this case, the workflow involving email and push notifications would now get activated. The user clicks on the CTA in the email and makes the purchase. Trip 2 now ends because of the conversion. On Wednesday, the user again adds something to his cart. As soon as that happens, Trip 3 gets activated. Increase your time horizon to a month or even to a year and you realize that you have the same journey running for the same user in so many different ways. Isn’t this such a beautiful concept? Just abstract all your complex scenarios and let WebEngage do its magic by tracking the user in real-time along each of these trips.

Let us also go through the concept of Engaged Users Through a Journey before we define conversions. You would agree with me when I say that it wouldn’t be fair to attribute journey conversion numbers to WebEngage unless a user has received a campaign because of the journey. If a user doesn’t receive a campaign through a WebEngage journey but still ends up doing the conversion event, WebEngage should not be given the credit for this conversion. For a particular journey, let us refer to all the users who have received a campaign because of this journey as Engaged Users. If you want to calculate the Unique Engaged Users, these uniques would be on the basis of trips. If a user has received 2 campaigns as part of Trip 1 and 3 campaigns as part of Trip 2, the Unique Engaged User count for that journey is 2. Remember, we are talking about unique users in a trip. In this case unique user in each of the trips is 1. And there are 2 such trips which brings the user count to 2.

We’re now ready to talk about how the conversion numbers for journeys are calculated and how you can compare the journey conversion numbers with a control group.  

WebEngage reports unique conversion numbers for journeys, by default. These unique conversion numbers are based on engaged users in trips. If an engaged user does a conversion event more than once for a particular trip, the unique conversion number for this trip (Trip 1) would still be 1 (since the same engaged user has performed the conversion event). For another trip (Trip 2), the same engaged user again does the conversion event after receiving a campaign through Trip 2. In Trip 3, the same engaged user does not do any conversion event in spite of receiving a campaign through Trip 3. Therefore, the unique conversion number for this journey is 2 (since the user has performed the conversion event 2 times in the 3 trips he has undertaken in this journey).

Always remember this – the unique conversion numbers in journeys are based on unique conversions in trips.

Here’s the formula we use to calculate conversions.

  • Conversion = Number of unique engaged users (uniques in trips) who converted / Total of all unique engaged users (uniques in trips)
  • Control Group (CG) Conversion = Number of unique users (uniques in trips) in CG who converted / Total of all unique users (uniques in trips) who were in CG. Remember that CG users who are part of the journey do not receive any campaigns. Therefore, we don’t use the Engaged User definition for the Control Group. Also, please note that the users who are part of CG will always remain a part of CG irrespective of the number of trips they undertake. New users can enter the CG since WebEngage ensures that the total users in CG is always a certain percentage (5% by default, and can be changed by you) of the total users who enter the journey.

In the screenshot above, you can see that the conversion of the journey is 5.86% whereas the conversion number for the Control Group is 3.78%. This means that the journey has a great positive impact on your overall conversion numbers. In this case, the uplift is 55%. This means that through this journey, you have been able to increase your purchases by 55% for the group of users who entered this journey. Imagine if you were running many different journeys for all sorts of different scenarios. Beautiful, isn’t it? 🙂

Lastly, please note that the conversion numbers in journeys get refreshed every 2 minutes. All other numbers you see in journeys such as entries, exits, numbers on different blocks of journeys etc. get refreshed every 5 seconds.

We hope this clarifies how the conversion numbers in journeys are calculated and how they compare against control groups. If you still have any questions around this, please get in touch with us at support@webengage.com.

New Features: Campaign Report – List of Users & Analyze

We have released two features this week that provide you an even deeper insight into your campaign results.

List of Users in a Campaign

Have you ever wondered how each person has interacted with a campaign you had sent out? Who exactly has opened your email? Who exactly has clicked on your push notification? Who exactly has converted and how many times because of a particular SMS campaign?

Well, now you can through our latest feature List of Users which you can find in the campaign report page in any of the channels.

On this page, you can see a list of users who have engaged with your campaign (received, opened, clicked etc.), who have converted because of your campaign etc. You will also be able to see other relevant data such as a list of users for whom the campaign has queued/failed and the exact reason for it such as DND Hours, Frequency Capping Reached, Hard Bounce etc.

Each user log is displayed against a User ID. We are in the process of putting in more user profile details (such as name, email address, phone number etc.) against each user log. We’re also currently working on the Download Report functionality which will allow you to download this data as a CSV file.

Analyzing Campaign Metrics in Detail

For each campaign you send through WebEngage, you will now be able to analyze the different metrics of this campaign from many different dimensions. You can find this feature under the Analyze tab in the the campaign result page.

Think about scenarios such as the following:

  • What are the trends for the Opens/Views, Clicks, Conversions metric over different dimensions such as Days, Weeks, Month etc.
  • For a long-running triggered campaign, which Day of the Week do generally people convert because of this campaign
  • For a one-time campaign that was sent out, in which Cities did the most clicks happen?

As you might have guessed, this feature is very similar in functionality to our Events page. If you’ve been extensively using our Events feature, you’ll exactly know the power of this functionality on the campaign result page when you’re trying to slice-and-dice campaign metrics from many different dimensions.

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.

Musically Yours! Unveiling Our New Pricing Plans For 2018

Pricing plans are now available on WebEngage. You can now sign up for a 2 week free trial of WebEngage to understand how retention marketing is done right. If you like what you see, take out that credit card and hit that Upgrade button!

We couldn’t be more excited with this new release. We want to be transparent about our pricing and we want our customers to try out the different features of our product extensively before deciding whether to purchase a subscription. It’s just the right way of doing things.

Our base plan (Solo) starts at $199 per month and is suitable for businesses with up to 10k monthly active users (MAU). If your MAU count is in the range of 50k to 100k, you should be looking at our Band plan ($899) for up to 50k users and our Choir plan ($1,499) for up to 100k users. If you’ve got millions of users and/or you’re running complex marketing scenarios, you’re certainly looking for a plan customized specifically to your needs, in which case, you’ll have to speak with us.

As you may have noticed, our plan names are inspired by music. The simpler your set-up, the more elementary the tune. Hence, a Solo plan. When your scenario is complex, with thousands of users, you need more involved arrangements and coordination. Hence, the Orchestra plan, for example.

Ok but what prompted this? And why now? We have been inundated with pricing queries from so many of you (especially the startups) over the last few months. A lot of you also wanted to know why our pricing plans were not freely available and as a result of which, you were hesitant to even try out the product. We feel you. Pricing should always be transparent and visible upfront.

To effect this change, we’ve been busy building some features in the product that will help you get started with using WebEngage as soon as you sign-up. Our entire process of integrating your SDK and Channels is the easiest you can find with any such product. Please don’t take our word for it. Sign-up here and see it in action for yourself.

Lastly, self-service aside, please talk to us! We love hearing from our customers. If you have any feedback related to the product or pricing or if you just want to say Hi, reach out to us at support@webengage.com.