WebEngage Turns 4. Thank You. We Give You AppEngage!

4 years ago when Ankit and I were sowing seeds of WebEngage, we had no idea that we’d come this far. We started with one simple goal – simplify on-site communication. And, so we did.

Happy b'day WebEngageWe launched privately on the 13th of Oct’ 11. Got 100+ installs in 3 months. That’s when we thought integrating a payment gateway was a great idea :-). We got 3 paying customers in the month of Mar, 2012. We have not looked back since then.

Fast forward to today, WebEngage powers on-site customer engagement on 30,000+ websites internationally. We drive 4 Millions users towards the purchase or lead funnel each day.

Your love for WebEngage keeps us going. I, on behalf of my entire team, thank you for placing your trust in us and contributing to our growth story.

Have we done well?

I keep asking this question to myself, my co-founder (Ankit) and my team. At the time of writing this post, I was thinking about what have we really achieved? I used to believe that the answer would hover around product, revenue etc. We have done great on those counts. However, when I spent more time thinking, I realized the answer lies somewhere else. Yes, we have done well. Because, we have managed to create 3 great things …

1. Great Relationships (not customers)

2. Great Culture (not human resources | read about our culture code)

3. Great Karma (not PR)

All that said, we are still in our infancy. We may have erred. I seek your forgiveness if we goofed up with anything. You have my assurance that we’ll continue to get better on each of those counts.

Announcements

How can a b’day post be complete without the company playing Santa? Of course! I won’t disappoint you. Let me start with something that you have long waited for!

We give you

What is AppEngage?
AppEngage is mobile marketing automation 2.0 – we’ll take you beyond the usual event tracking and push notification products. AppEngage will build enriched profiles for anonymous users and customers using your app. We’ll track behaviour and interests to build user profiles. Once you segment these users, we’ll help you automate engagement and communication across their entire life-cycle. You can use in-app messages, push notifications, emails, text messages, mobile web push and snail mail as the medium of communication.

We are aggressively building AppEngage and rolling out features every week for beta customers. If you wish to get early access, we are giving away a few private beta invites. Request access.

The roadmap for

We’ll align the product roadmap for WE and AE. You’ll receive a communication from us soon. In the interim, we are adding more layouts and ready-to-use templates inside WebEngage. We are also improving our targeting engine to make it easy for you to trigger on-site campaigns based on historical activities of a user. We have releases coming up on WE next week.

And, you’d love this – we are releasing an “Extension Store” inside WebEngage. These are one-click-install plugins inside WE. E.g, you’d be able to use our Mailchimp extension to push all the leads collected via our on-site survey, instantly into your Mailchimp mailing lists. Loved it? We have many more interesting extensions lined up for release.

Wait, I am not done yet …

How about a 50% discount on all our plans?

If you have been sitting on the fence, there’s no better time. We have slashed our prices by half for all new sign-ups for next 2 weeks. I wish I could tell you how hard I had to fight for this one with my sales folks. Hurry up, this offer ends on 31st Oct.

On behalf of my entire team, I thank each one of you again. We’ll continue to amaze you. Onwards and upwards.


Avlesh & Ankit
Co-founders, WebEngage

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

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

Index:

What is WYSIWYT?

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

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

Loved it? 🙂

Why/When should I use it?

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

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

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

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

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

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

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

These are the possible outcomes on your website!


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

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

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

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

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

Here’s the outcome on your website!

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

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

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

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

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

Here’s the outcome on your website!

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

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

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

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

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

Here’s the outcome on your website!

How to use WYSIWYT?

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

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

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

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

#WebEngageLive



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

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

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

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

Step 1. Choose your goal

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

Step 2. Choose your solution for the goal

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

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

Step 3. Details on conversion of this goal

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

Step 4. Conversion analytics

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

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

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



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

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

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

Try A Live Demo Of Callout Notification

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Step 5. Activate and go live!

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

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

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



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

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

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

Measuring customer happiness - by analyzing sentiments in your user feedback

 

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

Feedback sentiment analyzer - negative classification

 

Feedback sentiment analyzer - neutral classification

 

Feedback sentiment analyzer - positive classification

 

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

Re-classifying sentiment for a feedback

 

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

Overall distribution of sentiments in your user feedback

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Reducing cart abandonment by collecting sales leads using Modal surveys

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

Sample off-site survey

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

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

Note:

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



[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

[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.