Introducing Personalization Engine

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

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

What are your options today?

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

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

An overview of what you get with other marketing automation tools

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

What we built for you?

Hint: An awesome Personalization Engine!

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

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

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

    GoIbibo WebEngage case-study

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

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

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

Join thousands of companies who trust us with their user retention
Schedule a FREE demo →

Thank you for a patient read.


Avlesh
Co-founder & CEO
WebEngage

Introducing Conversion Tracking: To Know Which Half of Your Marketing is “Wasted”

“Half the money I spend on advertising is wasted; the trouble is, I don’t know which half.”- John Wanamaker (wiki).

Although the intrinsic perception among businesses is that if you are doing marketing then it’s certainly going to help your revenue, the reality is otherwise. Your marketing can work both ways. It can match your expectation and positively impact your KPIs. But on the flipside, it can also hurt your conversion and take your KPIs downstream.

So far it was difficult for you to identify the campaigns that were acting as the latter kind on the WebEngage dashboard, the ones wherein you were uselessly investing your effort and money. But that would be the case no more because now we have released “Conversion Tracking“.

With WebEngage’s Conversion Tracking you would now be able to quantify the true impact a campaign is making on your business, both positively and negatively.

Let’s understand how to setup conversion tracking:

  1. First, the preliminary task- create your campaign and set the rules.
  2. Once you are through ‘rules’ you would now be given a choice to set conversion tracking.
  3. Upon clicking ‘Yes’ you would now be faced with three feeds- a)Event b)Control group and c)Deadline

‘Event’ is the particular action that you want to track on your website or app, like cart_abandonment (read more about events here). In the above step, it is being used as a condition for goal. So if the campaign is able to influence user into performing the action (which is to trigger account_create event) then conversion against the campaign is going to be recorded.

Deadline- is the period from the day message is delivered within which the conversion will be tracked. It can also be called the conversion window.

Now, what is a Control Group?

‘Control group’ is the special set of users who, despite being part of the segment, are not treated with the campaign but, and it’s very important, their conversion is tracked. It is basically a neutral group which is created only to gauge the metrics of the users who did not receive any message. Why we do that? Let’s see.

By setting up a control group(CG) you would be able to measure the conversion of the users who were treated with your campaign against the users who weren’t. This would essentially let you know the true impact of your campaign.

For instance, in this case, we have set the CG as 20% and event as account_create. So if my stats, by the time conversion deadline ends, show that CG users created more account than the users who received my message, then my whole campaign idea was a farce. Likewise, if the activity group wins then I would know what variant of my messaging achieves the most success.

Once you are done setting up the campaign this is how the stats would look like:

In this case, the control group conversion is 20%- 5% lesser than the campaign’s conversion, implying that our campaign has worked.

Now that we are through setting up conversion tracking the question arises how would attribute conversion if there are multiple campaigns triggering the same event.

Attribution modeling

Case 1- When you create multiple campaigns within the same channel to achieve a common goal

Multiple variants in a single channel

Suppose you are creating 3 different email campaigns for different segments to trigger a common event, say cart_checkout. Now let’s say user engages with all the three messages and gets converted. In that case, to which campaign would the conversion be attributed?

Here WebEngage system by default adopts ‘deepest then latest’ attribution modeling.

What is ‘deepest then latest’?

WebEngage system records and compares the following three actions of the user along with their timestamp to attribute conversion.

      1. Click
      2. View
      3. Sent

The actions have precedence in the following order:

Click > View > Sent

So if campaign A, B, C are triggering the same event as goal then the system is going to credit conversion to the one which got ‘clicked’ among all of them. If none get clicked then it is going to credit the one which got ‘viewed’ and likewise it would drill down to ‘sent’. Basically, the preference would for the campaign receiving the relatively highest priority action within the conversion deadline(Deepest of “Deepest then Latest”)

But what happens if both campaign A and B get clicked and conversion happens. As in, how do you attribute conversion if the combination of campaigns receives the same action?

In such case, the system would check the recency(Latest of “Deepest then Latest”)

For instance, if both campaign A and B get clicked, then the credit would be given to the one which was clicked most recently from when the event was triggered (conversion happened).

First precedence to the action and then to the recency- Deepest then Latest.

Case 2- When you create multiple campaigns across multiple channels to achieve a common goal.

Multiple campaigns across multiple channels

Suppose there are campaigns across multiple channels (push, email, web etc.) which are linked to the same event. Then, how do you attribute?

The answer is- same as above.

The system basically has no preference for any channel and it scores each of them equally from the conversion perspective. So in case multiple campaigns across multiple channels are trying to achieve the same goal, the system, regardless of the channel, would attribute conversion the same way like it would do for multiple variants or multiple same channel campaigns.

The same principle of “deepest then latest: would apply here as well just as it did in the previous case.

Tips

      1. If the top performing variant puts behind the others only by a close margin than accentuate the corresponding change and observe the result.
      2. Skip creating the control group for alerts type messages where you want your messaging to reach everyone.
      3. More than often there are types of messaging which are meant for a particular channel and running it in a different channel doesn’t yield any significant outcome. Basically, there are some messages which only resonates with a particular channel and not with the rest. With ‘conversion tracking’ if a message is not showing signs of success with a particular channel, try testing it with a different one. Compare the metrics across multiple channels and zero in the one where it sticks the most.
      4. Avoid creating control groups for smaller segments. Metrics for smaller segments are driven equally by chance and user behavior since the sample size is way too small. Creating control group for such segments are not going to give any conclusive insights into the factors that affect your conversion. So avoid creating control groups for them.

(We shall keep updating this list)

That’s about it people. Please try these features out and share your feedback either in the comment or hello@webengage.com.

Improve Web Push Subscriptions Using Targeted Opt-in Prompts

If you ask a room full of mobile marketers- what’s the most powerful engagement channel they have, the unanimous response would be- push notification.

Yes, the ability to push messages to the user’s device when he is not actively using your app was a critical mobile feature that was missing from the web. So, when web push was first introduced by Google for Chrome in early 2015, it witnessed enormous adoption by marketers, especially from the publishing industry.

What makes Web Push the new Retention Marketing favorite?

We have covered this in detail in our blog on WebEngage Monk. I will add the gist here.

  1. It’s easy to set up
  2. It kills the need to launch an app just to be able to send notifications to the user.
  3. It doesn’t carry the risk of ending up in the spam folder or blocked by ad blockers.
  4. It can be targeted to an enormous degree natively or by a third party targeting engine (like WebEngage).

However, to be able to send notifications, a web-app has to take explicit permission from the user via an opt-in prompt as shown below.

101_india-1

Web push’s opt-in prompt cannot be invoked once user ‘denies’ it

Now, amidst the immense potential that browser push presents to marketers, it also comes with a challenging drawback. I have discussed them below:

Push API gives only three options to users to engage with the prompt:

  • Default– When the user ignores by pressing ‘escape’ or by canceling the notification
  • Granted– When the user clicks on ‘Allow’
  • Denied– When the user clicks on ‘Block’

screen-shot-2016-11-14-at-6-52-02-pm-1024x635

However, the catch is that once the user clicks on ‘block’, browser API doesn’t allow you to launch the opt-in prompt again similar to iOS permission dialog box which cannot be invoked again once the user clicks on ‘Don’t Allow’.

Now, for the user to reverse his decision, he has to go through a complex UI and allow notification manually, the probability of which is the guess of any pragmatist. So, technically a user clicking on ‘block’ entails that you lose the channel of web push forever to engage with him.

Now how to crack this? Do the right thing. Send targeted opt-in.

Why companies are not implementing targeted opt-in?

It’s a no-brainer that a targeted opt-in would perform way better than a non-targeted one. Yet, it is very common for websites to pop opt-in prompt on the user’s face right when logs into the website. The untimely, untriggered opt-in naturally leads to high rejection rates and ultimately poor UX.

However, the publishers can only partly be blamed as almost all the standalone push notification engines don’t offer deeper segmentation capabilities. In fact, they don’t provide any option at all to target your opt-in on the dashboard. Segmentation is not their primary USP.

What these engines essentially do ,instead of providing targeting capabilities, is provide an API which lets you write a script to create targeting rules yourself. (not all of them do this either)

So, in order to layer your opt-in with any rule, you have to write the script yourself which entails involving dev team, tiresome deployment phases and annoying need to write a script for every rule you want to create.

Introducing ‘Opt-in Rules’

At WebEngage, we introduced some new features for web push that would allow our clients to target their opt-in prompt in the most efficient manner possible. Using those features, a marketer would be able to ask for permission for web-push from the user when he is most likely to say yes.

screen-shot-2016-12-19-at-5-49-49-pm

Let me walk you through the targeting options one by one:

1. On specific pages

This allows you to target your user when he lands on a specified URL. Via this option, you would be able to ask for permission only on those pages where the likelihood of user allowing is the most. For instance, nudging users

  • For promotional notifications when he is on checkout completion page.  

web-notifications

Note- You can do launch the prompt both ways. Either, you can you launch it directly on the checkout page or, you can layer it with a pre-permission dialog box. We went with the former way in this case.  

  • For blog updates when the user lands on help page and so on and so forth.
  • For product updates when the user is on the product search page.  

2. Time delay

Time on page is an indicator of the user’s engagement level with the website (obviously not the only one). So, this targeting option allows you to fire the prompt when a user spends a certain amount of time on the page. This option, when coupled with the previous one, can create very powerful use-cases which could enormously increase the probability of user opting in. For instance

  • Targeting users who have spent more than 2 minutes on the product page.
  • Nudging users for blog updates who has spent more than 150 seconds on help domain.

3. On scroll

This allows you to fire the prompt when a user scrolls the specified percentage of the page. This can be extremely useful to the single page web apps or websites with infinite scroll functionality, which are mostly SaaS and news websites respectively.

Again, WebEngage allows you to couple any of the aforementioned rules and the one below to create a customized rule.

4. On event

Events are the actions performed on the website- either by the user such as ‘add to cart’ or by the system such as “tracking user’s inactivity on check-out page”.

By using events as a behavioral trigger, you can conceptualize infinite ways to nudge your users for web-push. You can fire the prompt upon the completion of any critical event that increases the likelihood to allow. For instance,

  • You would able show opt-in to user when he submits a subscriber form

web-notifications_2-1

  • When the user creates an account on the platform.
  • When the user adds more than x items in the wishlist. 

And there could be countless such use-cases, varying from industry to industry, with a solid assurance that the opt-in rates are going to be high.

That’s all. Please try these features out and share your feedback either in the comment or hello@webengage.com.

The Advent Of Rich(er) Push Notifications

In the retention marketing universe, driving deeper user engagement doesn’t necessarily mean doing “more”. Creating more campaigns, sending more messages – may just end up driving fatigue driven churn more than anything else.

Segment. Target. Personalize. Experiment. Engage. Analyze. Improve.

These 7 words represent the essence of user engagement process we propose all marketing and product teams marry. Everything we do at WebEngage refines one piece or another of the 7 listed above. Today’s the day to make “Engagement” better.

Rich Push Notifications

We’ve had banner push notifications in our mobile engagement suite for a while now. Apart from the usual title and description, you’ve always had the ability to embed larger expandable images to make your pushes visually stand out, but that’s been only for Android thus far. This changes today.

Rich Push Notifications

iOS 10 has popularized the term “rich push notifications”, bringing to the table the ability to embed images, GIFs, audio and video, finally catching up with Android, even surpassing it in some cases. While we’ll be adding all of these capabilities to our DIY dashboard, we begin today with what we feel is the most engaging of the lot.

Carousel Push Notifications

We’re happy to announce the arrival of mobile “Rich(er) Push Notifications”, starting with a Carousel layout for both Android and iOS platforms. Carousel push notifications enable you to make a single push message more engaging and interactive than ever before.

Carousel Push Notifications

In a carousel push notification, you can include two or more images with their own corresponding call to actions. User, on receiving such a notification, can navigate through these images without even opening your app. If the user finds one of the images interesting they can click specifically on that, which you can deep-link appropriately.

Creating Carousel Push Notifications

  1. In the Push Notification section in the dashboard, click on Create New Push. Select the platform you wish to target. This opens up the Layout selector.
    Rich Push Notifications - Layout Selector
  2. Select the Carousel Layout.
  3. Create your usual personalized push notification, with two or more carousel items. These can include an image, description and their individual CTA – i.e. what happens when user clicks on that item in the push message.
    Create a Personalized Rich Push Notification
  4. Preview your carousel push, including the right and left navigation.
  5. Target, trigger or schedule the push notification!

When you create a rich push notification campaign through the dashboard, we automatically target and send it to users on supported platforms only.

Measuring Impact

Having run a carousel rich push campaign, you can analyze its performance right down to the impressions and CTRs of your individual items.

Rich Push CTA Stats

As easy as that! Engage smarter. Convert better. Wish you many happy customer journeys!

Web Push Is Here – Announcing Engagement Channel #6

Today, we’re thrilled to launch the newest member of our engagement suite – Web Push.

What is Web Push?
What do my end users experience?
How do I send these Web Push messages?
Why does the world need this?
To sum it up

Web Push, What?

In a nutshell, Web push is a channel to engage your website audience with actionable messages on desktop as well as mobile – even if your users aren’t presently on your website! Sweet?

What do my end users experience?

Here’s quick primer on how it works for your end users.

When users visit your website on desktop or mobile, they’re shown an opt-in prompt requesting them to “Subscribe” to your brand’s notifications.

 

If they opt in, they become a part of your “Web Push Subscriber” base. Beyond this point, your brand is able to reach out to these subscribers at any point of time with highly personalized messages.

These messages are actually delivered through your users’ web browsers. This means that the user need not be on your site. Heck your website tab can even be closed. So long as the users’ browser is open (and the user is connected to Internet o’course), your message will be delivered. Alternately, whenever the user opens their browser next within a reasonable timeframe, your message will be delivered.

Web Push works on desktop (Chrome, Firefox) as well as mobile web (Chrome on Android). In fact, on mobile devices, the browser process is almost definitely running in background. Which means if your users subscribe through their mobile device, their experience of receiving push notifications is almost as if they had your app installed and your brand was reaching out to them with a notification in their system tray. In fact, that’s exactly how it is.

 

Every piece of experience described above is customisable. Right from the positioning, branding, messaging or timing of the opt-in prompt to completely getting rid of this two step opt-in flow and instead going with a single step browser prompt alone. This has its pros and cons, but that’s for another time and post.

What’s my experience like? How do I send these Web Push messages?

The core purpose of WebEngage is to help you build a cohesive communication strategy for your audience across channels. We did that across mobile app push notifications, in-app messages, web notifications and surveys, emails, SMS. Today, we’re happy to extend that same experience to Web Push.

1) Design campaign creative. Personalize. A/B test.


The first step is to design your campaign creative. Upload an image, fill in a brief engaging copy. Attach a CTA making the entire message clickable. Watch out for more options here coming soon (additional CTAs, playing a sound etc.). As with any other channel for WebEngage – any campaign is an experiment. You can create multiple variants of the message to test which version works better. Very importantly, you can personalize the message with users’ profile or transactional data.

2) Select target audience

Within your web push subscriber base, you can further target an audience segment based on their profile and preferences. Segmentation capabilities include demographic data, transactional history (recency, frequency, monetary value), category affinity, behavioral activity or inactivity and much more.

3) Send now / schedule / select a trigger

You can choose to send your web push message right away, or at a later date, or on a recurring schedule, or even in response to a user triggered workflow.

4) Measure impact in real-time

As soon as the campaign goes live and users start engaging, you get to see real-time reports on how effective the campaign is, how well the variants are performing if any. Soon, you’ll also be able to track what business impact these campaigns have in terms of delta in transactions, revenue, reactivations etc.

If this workflow of creating, targeting, triggering, measuring seems familiar to you as a WebEngage customer, that’s entirely intentional. It’s a proud moment for us not just as a business but also as an engineering team that has built a robust communication engine foundation enabling introducing new and relevant channels in a jiffy. All bundled with channel agnostic capabilities such as A/B testing, personalization, targeting user segments, triggering based on user actions etc. Unlike siloed tools that often don’t even tell you who your subscribers are, just that you have 10,000 of them and force you to use evil batch and blast techniques – we believe in putting your users’ first, for your own benefit. Understand your audience. Engage better. No matter the channel.

Why does the world need this?

Despite the advent of the mobile app economy, consumers’ desktop digital media time stands at a still significant 42%. That’s plenty of users still using your website on their desktops / laptops.

There’s an interesting trend in mobile web engagement as well. Consumer transactions in this digital age are increasingly multi-touch and multi-channel. Often transactions start and end on different channels. According to Google, 33% of mobile consumers start their transaction research on brand websites. That’s actually much higher than brand apps (26%).

Browser Push Notifications, even for the two major web browsers, Chrome and Firebox, gives you access to almost 90% of these users.

The barrier to sending your first mobile web push is an impression (user has to visit your site on mobile once) and an opt-in (user has to permit you once to send push notifications). The corresponding barrier to sending your first app push is getting the user to install your app. Significantly harder and costlier.

And it’s not just about the first push, is it. The challenges around app retention, risk of uninstallation etc. leads to a fluxing reachability on this channel. Whereas, how likely is the user to uninstall the browser on their mobile?

O’course there are pros and cons when weighted against app push notifications, such as this technology working only on Chrome browser on Android. That’s still a sizeable chunk of addressable audience potentially reachable on a relatively low friction channel. And technology will only evolve (e.g. Firefox on Android may soon support web push).

To sum it up

Web Push is an extremely effective channel to engage, retain and grow your consumer audience. And most importantly, it blends seamlessly into our core vision of helping you build a cohesive communication strategy across your users’ lifecycle journey – regardless of the channel. Our core mantra is to help you engage the right users, at the right time, with the right message. For our engineering team, this meant building a communication engine that enables targeted, triggered and personalized communication – over your consumers’ channel of preference.

Here’s to humanised marketing!

Making Marketing Automation Visual And Simple – Introducing Journey Designer


Hello!

I am Avlesh, co-founder at WebEngage. Your favorite on-site survey, feedback and notification tool went through a makeover in March 2016 to become a multi-channel marketing automation tool by letting you engage via web, email, sms and mobile (push, in-app) channels. We posted it here, but I didn’t reach out to you proactively because my team was building something even bigger. Once you finish reading this post, you’d agree with me that the delay in sending this communication was worth the wait 🙂

After 3 months of a rigorous build phase and successful pilots with over 2 dozen large customers, we are rolling it out for everyone.

Say hello to the Journey Designer!

What is the Journey Designer?

In layman terms, we have made marketing automation VISUAL. Yes! Visual, in terms of how you design your campaigns across user’s lifecycle, and how you view/analyze data once the communication plan is rolled out for your users.

Journey Designer is a drag-n-drop marketing automation workflow builder.
It lets you plan your engagement campaigns across multiple channels. These plans could range from designing a journey to automate renewals for your insurance buyers, to, automating re-activations for users who haven’t used  your app since last 30 days, to, automate retrieval of dropped carts on your e-commerce store, to, rolling out an on-boarding plan for users of your SaaS app. You’ll see some of these use-cases as journeys in the later half of this post.

Here’s a quick explainer video for the Journey Designer…

Re-imagining marketing automation …

We know how painful it gets to manage campaigns that span across users’ lifecycle. With journeys, we are trying to address the pain of executing batch jobs to automate marketing tasks. It’s time to do the new.

To simplify your task of rolling out an automation plan – our Journey Designer has 4 types of building blocks – Triggers, Actions, Conditions and Flow Controls. We have put together a Getting Started Guide to help you on-board WebEngage quickly and familiarize you with these terms.

Here are some sample journeys built using WebEngage.

User journeys for banking and financial services

Insurance industry, overall, struggles with low insurance renewal rates from buyers. Strange enough as it may sound, one of the biggest reason for this problem is that buyers don’t get timely reminders from the insurer and they forget to renew. Here’s a journey that solves that simple problem – very simply! Check out the enlarged image to see a true multi-channel communication with a users across multiple touch points.

User journeys to improve retention for mobile apps

Bringing back users to your mobile app is always a challenge. Here’s a journey focused on re-activating users in a certain cohort (in this case d30 to d90) who have turned inactive after their first transaction. Click on the enlarged version to see some creative usage of push and in-app notifications.

User journeys for e-commerce and travel apps to drive users towards the transaction funnel

For any transactional website or mobile app, there’s a huge volume gap in users expressing an intent to buy versus those who go down the purchase funnel. “Added to cart”, “added to wishlist”, “hotels compared”, “flight searched” etc are events that express user intent. Journey Designer lets you beautifully craft journeys on these intents and convert these users. Here’s a sample for converting users “adding items to wishlist”, into buyers.

User journeys to on-board customers for SaaS / B2B apps

A well designed on-boarding module can heavily boost conversions for a SaaS app. At WebEngage, we learnt it the hard way. Thankfully, you don’t have to re-invent the wheel for your tool. Underneath is a quick sample of how you can easily design and optimize an on-boarding journey for your app.

While you are at it, here’s a cool fact …

It ain’t just about a nice visual designer, we made your marketing analytics real-time and visual too!

Once activated, here’s a glimpse of how the stats for your journeys are presented – LIVE, real-time and visual! Don’t miss the journey run that you can check for each user …

Here’s how the final outcome of each journey looks like.

Hope you liked what you saw. We’d love to hear from you. Journey Designer is now available for everyone. Log on to your dashboard; or, sign-up to try it out for FREE.

The New WebEngage – A Primer

Why the change?

You have known us as an on-site customer engagement tool. We helped you improve your web conversions with our on-site notification solution. We helped you collect users insights via our on-site surveys. While doing that, we were already gleaning a lot of session and behavioural data of users on your website, so that we could let you target them better for all your on-site campaigns (surveys or notifications).

This data was a key driver behind the change. We quickly understood how valuable would it be to expand the scope of our targeting engine from “session activity” to “historical activity” of users. With some pilots around this for on-site campaigns, we realized the potential of being able to do such a thing.

Furthermore, mobile was a natural extension of our product. So, we rolled out SDK’s for Andriod and iOS to track user data and behaviour across these platforms. Other than user tracking, these SDKs, once integrated, will let you engage users via push notifications and in-app messages.

The coolest thing is that we create unified user profiles across devices! This essentially means that you can, now, easily do cross-device targeting for your engagement campaigns.

Last but not the least, we included Emails and Text Messages as 2 more engagement channels inside our module.

So, what’s the new stuff?

WebEngage is a cross-device, multi-channel user engagement platform.

Duh! Too many jargons in a single line? 🙂

By the time this video gets over, you’d start loving us more than ever before. Presenting to you WebEngage’s new explainer video (2 minute watch) …

Cross-device signifies our ability to track and target users across devices – Web (desktop & mobile web), Android and iOS devices. We let you build rich user profiles so that you could segment these users. Using segments, you could send highly contextual messages to your users. Using user profile info you can personalize these messages to maximize conversions even further.

Multi-channel user engagement signifies our ability to communicate with your users via Website Messages (the product you used all this while), In-App Messages, Mobile Push Notifications, Emails and Text Messages. All these channels have built in personalization and conversion tracking capabilities.

Platform signifies our ability to facilitate a two way data exchange between your CRM, LMS or Database systems AND WebEngage. We are building a lot of exciting stuff here.

Wow! How do I get started?

To effectively use our new suite, you’d need to follow these 4 simple steps …

1. Integrate our latest SDKs in your website and mobile applications

In the configuration page on your dashboard, you’ll find options and instructions to integrate the respective SDKs.

Existing customers, please make sure you switch to the latest version of our JavaScript SDK for your website. For your mobile apps, you’d need to integrate our Andriod / iOS SDKs into your apps. Our customer success team is available round the clock to help you with the integration. Please feel free to reach out to us on support at webengage dot com for any help.

2. Start tracking users and events to build rich profiles and user segments

By simply being present on your website or app, without you having to do anything else at all, WebEngage starts building actionable user profiles for you. We start tracking users anonymously by storing attributes like acquisition source, pages / screens viewed, time spent, repeat visits, geo location and more.

If you start passing user and event information, these profiles get enriched further ..

webengage.user.identify('john.doe@gmail.com');
webengage.user.setAttribute({
    'we_first_name': 'John',
    'we_last_name': 'Doe',
    'LTV': '$2,546'
});
// import WebEngage 'User'
import com.webengage.sdk.android.User;

// Get an instance of 'User' object
User weUser = WebEngage.get().user();

weUser.loggedIn("john.doe@gmail.com");
weUser.setFirstName("John");
weUser.setLastName("Doe");
weUser.setAttribute("LTV", "$2,546");
WEGUser* weUser = [WebEngage.sharedInstance].user;

[weUser loggedIn:@"john.doe@gmail.com"];
[weUser setFirstName:@"John"];
[weUser setLastName:@"Doe"];
[weUser.setAttribute:@"LTV" withStringValue:@"$2,546"];

You can track user behavior, their actions, interactions across devices using events. With every event, you can also track attributes related to that event. For example, if you wanted to track the event “added to cart” with some data about the items which were added, here’s how you would do it using our SDK:

webengage.track('Added To Cart', {
    productId: 1337,
    product: 'Givenchy Pour Homme Cologne',
    category: 'Fragrance',
    price: 39.80,
    currency: 'USD',
    quantity: 1
});
// import WebEngage 'Analytics'
import com.webengage.sdk.android.Analytics;

// Get an instance of 'Analytics' object
Analytics weAnalytics = WebEngage.get().analytics();

Map<String,? extends Object> attributes =
    new HashMap<String,? extends Object>();

attributes.put("productId", 1337);
attributes.put("product", "Givenchy Pour Homme Cologne");
attributes.put("category", "Fragrance");
attributes.put("price", 39.80);
attributes.put("currency", "USD");
attributes.put("quantity", 1);

weAnalytics.track("Added To Cart", attributes);
// Get an instance of 'WEGAnalytics' object
WEGAnalytics weAnalytics = [[WebEngage sharedInstance].analytics;

[weAnalytics trackEventWithName : @"Added To Cart"
andValue : @{
  @"productId" : @1337
, @"product" : @"Givenchy Pour Homme Cologne"
, @"category" : @"Fragrance"
, @"price" : @39.80
, @"currency" : @"USD"
, @"quantity" : @1 };

To make it easy for you, we have created these event templates for ready reference.

Here’s how an enriched user profile looks like ..
Unified Rich User Profiles - WebEngage

3. Build segments

You’ll see a new menu item on the left navigation panel of your dashboard – Segments.

Using this feature you can create segments of users on the basis of user attributes, level of engagement, lifecycle stage, user behavior – i.e. presence or absence of activity or a specific action, geographic location, device attributes like platform, app version and much more.

Segmentation - WebEngage

These segments can be saved and analyzed over a period of time as cohorts, tracking macro characteristics and behavior of your audience over time.

Segment Stats - WebEngage

4. Finally, ENGAGE!

Now that you have users and segments, you can use the channels below to engage with these segment of users.

4.1 Web Messages – The good old Notification, Survey, Feedback tools …

Accessible from the “Web Messaging” section under the Engagement menu, these are still very much a part of our vision and mission going forward. In fact, they’re stronger than ever with reusable segments coming into action on this channel as well. So when you create notifications or surveys for your website audience, you’ll be able to target users using pre-built segments.

Notifications, Survey, Feedback - WebEngage

4.2 Push Notifications – Mobile App Marketing. Re-engage users. Improve retention. Drive repeat behavior

Use a targeted, personalized push strategy to get users back in your app. Drive actions by deep-linking to your app screens. Pass custom data in JSON format to maintain context and enable campaign attribution. A/B test by creating up to 5 variants and track conversion in real-time.

Mobile Push Notifications - WebEngage

4.3 In App Messages – Mobile App Marketing. Deeper engagement. Grab attention. Drive relevant action

Trigger visually stunning and contextually relevant messages inside your mobile app. This is one of the most effective ways to create delightful experiences for active users. You could use In-App Messages to drive app ratings, push in-app purchases, ease new user onboarding or to collect user feedback. Choose from a variety of layouts depending upon the use-case.

In-App Notifications & Surveys - WebEngage

4.4 Email Marketing – Break the silo with end-to-end integrated email marketing.

Batch and blast is a thing of the past. Engage with users on email based on actions or inactions on your website or mobile application. Ready to use integration with ESPs like Amazon SES, Mandrill etc are available. The product has built in A/B testing and conversion tracking.

Email Marketing - WebEngage

4.5 Text Messages – Intimate. Offline. Surprisingly effective.

Soon, we’ll let you send transactional messages to inform, confirm or remind users of past or upcoming events. You could use this channel to also send personalized promotional messages at the right time to drive conversion. We’d be beta launching this feature soon.

Need a demo?

We are now production ready and running evaluation for hundreds of customers. We’d love to give you a peek into our new suite.

What’s next?

We’ll continue to enhance the product suite and keep building depth / flexibility in each one of the above channels. We’d be also enhancing our user insights modules to bring about some cool user and segment level insights. Please keep the feedback coming.

Well, that’s not the end though. Here’s what’s coming up next! Ssshhhh …
Our Journey Designer is now available for beta customers – schedule your demo.
WebEngage Journey builder - a peek

[Announcement] Introducing Gallery – Ready To Use Solutions Right Inside Your Dashboard

With over 30,000 installations now, we are one of the largest repository of not only customer logos, but, also a wide variety of use-cases that help improve on-site conversion rate and customer engagement. We thought it was time to put all this collective wisdom into a set of ready-to-use templates that you can use out-of-the-box with little or no customization. And, we obliged…

Presenting, The Gallery

A repository of ready to use marketing solutions

WebEngage Gallery

Have you been following our #WebEngageLive series on Twitter? We’ve collated solutions to problems that are most frequently encountered by online businesses, across industry verticals. Gallery is a logical outcome of this effort. Before we jump into how this works, here’s a quick glimpse of what does the gallery contain.

Use-cases Galore. Solutions Galore

Click and deploy solutions for your use-case; for your problem; for your industry!

We are building this repository at a breakneck pace. Check some sample cases for these industries to get a sense on what’s coming – E-commerce, Travel / Hotel, Real Estate, Healthcare, Classifieds / Listings, Blog / Content, Banking & Financial Services, Education, SaaS / Enterprise.

Grab your visitor’s attention with a well-designed welcome overlay incentivizing sign ups.

Customer acquisition in the hyper-competitive e-commerce industry is getting difficult by the day. Gallery offers a gamut of ready to use solutions to convert anonymous visitors into leads. Here’s a few samples.

Click and deploy solutions for running lead generation campaigns on your website (See more)(See less)

Highlight a promotion, deal, coupon, bundle etc. using unobtrusive sticky bars in the header or footer.

Shoppers abandon cart due to reasons like high price, a better deal elsewhere, complicated checkout process etc. When it comes to tackling this problem, prevention is better than recovery. Here’s some of the Gallery solutions we’ve devised towards this.

Click and deploy solutions for reducing Cart Abadonment (See more)(See less)

And there’s more. We’re adding several other ready to use solutions for use cases like Product Discovery, Personalized Messaging, Newsletter Subscription, Increasing Social Clout, Voice of Customer, Customer Satisfaction Survey, NPS etc.

How To Use Gallery?

As simple as – Click  ≫  Preview  ≫  Use

Step 1. Choose your template

  1. When creating a new Notification or Survey in your Dashboard, you can now choose one from the Gallery.
  2. You can browse around, filter solutions by your Use Case and Industry.
  3. You can also look at a live preview of exactly how the solution would look and work.
  4. Once you’ve found a solution you want to use, you need to … wait for it … this is important … click on the USE THIS button and you are good to go! 🙂

Well, almost. We take you through a few guided steps, telling you what we’ve preconfigured and how you can change things as follows.

Step 2. Customize content, visuals and targeting rules

For Notifications, you can customize the content and presentation properties.

For Surveys, you can customize the questionnaire and “thank you” message.

You can set Targeting, stating when, where and to whom the campaign gets shown – learn more about our targeting engine.

Additionally, you can customize the Appearance fully, by applying your own CSS if required.

Step 3. Go Live!

One more click to Activate your campaign and voila!

From zilch to a well-designed running campaign in minutes! As always, we’d love to hear your feedback on this.

Trusted by 30K websites. Live use-case gallery: #WebEngageLive