Feature Enhancement: Channels Configuration

This is a UI/UX update to an already existing feature in WebEngage related to configuring the various channels of engagement – Push, In-app, SMS, On-site, Web Push and Email. We’ve enhanced the user experience of all these pages to make it simple for new users to get onboarded quickly and for existing users to make changes to their existing configuration.

Let’s cover the changes on each of the channels one-by-one:

Push

In this section, you will be able to change the credentials you use for sending Push notifications for both Android and iOS.

Additionally, under iOS, you can specify the the authentication type relevant to you – Certificate based or Auth Key based. Please note that only the Certificate based method of authentication was previously available on WebEngage. We’ve now added the Auth Key based method of authentication.

In-app

This section provides you with a master switch to show or hide your in-app notifications. If this switch is toggled off, WebEngage will stop displaying your in-app notifications in your Android or iOS app. However, you will still be able to create these notifications. And as soon as you toggle the switch on, your in-app notifications will start getting displayed again.

Email & SMS

Any Email or SMS campaign you create on WebEngage gets sent through the Email Service Providers (ESP) or SMS Service Providers (SSP) you have added to your project on WebEngage. This section enables you to add, remove or modify a ESP/SSP. Both the Email and SMS sections work in a similar manner.

As you can see in the screenshot below, the first section below has details of the all the ESPs you have already added to your project. The next section shows you all the available ESPs on WebEngage that you can add to your project.

On-site

Just like the In-app section, On-site section provides you with a master switch to show or hide On-site Notifications, Surveys and Feedback. Toggling the switch for On-site Notifications and On-site Surveys works exactly in the same manner as In-app notifications. On the other hand, toggling the switch off for On-site Feedback will result in the feedback widget being hidden from your website. Toggling it back on will start displaying the feedback widget again on your website.

Web Push

We have highly simplified the Web Push configuration process so much so that a new user only needs to click twice in order to get the entire Web Push infrastructure running which involves showing the prompt asking users to opt-in to web push notifications, recording the users and the devices that they have opted-in on etc.

Based on the opt-in type you choose (1-step or 2-step), the configuration options on the screen will change accordingly. The entire Web Push opt-in process is highly customizable on WebEngage. If you prefer to not use our default settings, you can change any or all of the settings – when to show the opt-in prompt, to what to show in the opt-in prompt, whether acknowledgements should be sent to a user on successful opt-in etc.

In the screenshot below, you can see the various options that show up when 2-step opt-in type is chosen. You can only see the Configuration section in the screenshot below. The other sections are collapsed and can be expanded by clicking on the title of the section.

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.

New Features: Cohorts, Rich Web Push

We’ve released 2 new features today: Cohorts and Rich Web Push.

Cohorts

The Cohorts feature helps you understand the retention pattern of different cohorts over a period of time.

The term “Cohort” refers to a group of people who have similar characteristics Eg. new users using Android devices could be one cohort, new users using iOS devices could be another cohort. WebEngage is able to determine the retention pattern for these different cohorts based on the events performed.

Also Read: Cohort 101: The Easiest Guide to Cohort Analysis (including popular use-cases)

Let’s try to explain this through an example. Digging deeper into our previous example, let’s define our problem statement as “I would like to understand the retention pattern of the new users of my iOS and Android apps acquired on the 10th of October, 2017”. Retention in this case can be defined in a number of ways – “came back and opened the app again”, “came back and did their first purchase”, “came back and signed up for an account” etc. By analyzing the cohort behavior you will be able to understand the % of users you have been able to retain for each of the cohorts on each of the days from from 10th Oct to 16th Oct. If you see that the retention rate for your iOS users is better than Android users, it could mean many things – maybe the marketing being done to target the right kind of users is for some reason better for iOS than Android, maybe the app experience of iOS is better than Android etc.

Let’s take another example and see how WebEngage will help you understand the retention patterns. Let’s say you want to analyze the retention pattern of new users from different OS. Let’s define retention here as “came back and did any event”. On the WebEngage dashboard, you’ll see 2 fields “First Event” and “Return Event”. In this case, the “First Event” will be “New users” and the “Return Event” will be “Any event”. Since we’re trying to understand the retention pattern by different OS, we’ll specify the split to be “OS Name”.

As you can see above, the retention patterns for users on Windows is much better than that of other OS. This could be because of a number of different reasons – maybe the user experience on Windows is much better than the other operating systems, or maybe the marketing campaigns being run are targeting the right kind of Windows users etc. The Cohorts feature helps you identify such patterns, understand problematic cohorts and empower you with data to delve deeper into the problem and fix it.

You can also drill down into any of cohorts above to analyze day wise cohorts. Let’s say you’d like to analyze the Android cohort to see the day wise sub-cohorts of this Android cohort. You can do so by expanding the Android row above.

Rich Web Push

For any Web Push campaign you create on WebEngage, you will now be able to attach a large image and buttons to each Web Push that goes out through WebEngage. 

Therefore, in addition to sending Web Push notifications like this: 


You will now also be able to send Web Push notifications with buttons like this:

And also Web Push notifications with large image and buttons like this:

Please also take note of the following limitations for the Rich Web Push notifications:

  • Firefox does not support either of these features
  • Images are supported by Chrome version 56 and above only
  • Buttons are supported by Chrome version 48 and above only
  • On Mac Chrome versions 55 and below and 58 and above, you won’t be able to see the image at all. Buttons can be viewed by clicking on the “More” item in the menu
  • On Windows Chrome, you will be able see both the image and the buttons

Try out our new features and tell us what you think of them! Or request a demo from our Success team to learn more about this feature.

New Feature: Funnels

We’ve released a new feature called “Funnels” today that will enable you to identify the specific points in your product where your users drop-off. Funnels on WebEngage will give you insights from both a campaign as well as product perspective and how these two interact.

Let’s say you want to increase the conversions for a particular email campaign that was sent to a million users. Let’s also assume that you’ve built the perfect campaign that is contextual, personalized and triggered at the right moment. If the conversions are not great, the problem could be related to the campaign itself or the product (your app or website). In order to increase conversions, you need to identify the specific points or areas where your users stop engaging with you. In this case your funnel would look something like this:

  • Step 1: Sent email campaign (with campaign ID: ~abc123xyz)
  • Step 2: Clicked on this email campaign
  • Step 3: Visited the product page
  • Step 4: Added to cart
  • Step 5: Went to check out
  • Step 6: Purchased

To increase conversion, you’ll have to identify the bottlenecks in the funnel above. The bottleneck could be between any two steps and the solution would change depending on where the bottleneck is.  If the major drop-off is between Step 1 and Step 2 of the funnel, perhaps your CTA is not highlighted properly in your email. Or if it is between Step 3 and Step 4, maybe the messaging on the product page is not in sync with what was said in the campaign. Or if it is between Step 5 and Step 6, there is probably something wrong with the payment gateway or the the payment process. Once you’ve identified the specific problematic areas, you can then take action on the product or on your campaign to increase the conversion.

Let’s bring the discussion back to the “Funnels” feature on WebEngage. On the Funnels page, you’ll first see the list of all the funnel you’ve already created.

To create a new funnel, you can click on the + button. Each step of the funnel refers to an event: (a) Custom event eg. Add to cart, Purchased etc. (b) System event eg. App install, App uninstall etc. (c) Campaign event eg. Email click, Email open etc. For each of these events, you can then add filters. For an “Email click” event, you’ll want to specify the “Campaign ID” for which you want to conduct your funnel analysis. Or, for an “Added to cart” event, perhaps you’re only interested in viewing the “Apparel” related “Added to cart” events.

As soon as you click on “Create Funnel”, you’ll see the funnel. We’ll also show you the overall conversion (based on total users who entered the funnel and total users who exited), average time it took for the conversion to happen and also the conversion between each of the steps.

You’ll also be able to view breakdown of the funnel based on many parameters such as location, technology etc. If you wanted to view the key funnel metrics for each country to see if there are certain countries where the overall conversion is lower than other countries, then you would be able to achieve this through the “Analyze” functionality.


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.

New Feature: Engagement Overview

If you always wanted to understand how much have you been engaging your users across different channels and compare the performance of the various channels, “Engagement Overview” should be your new trusted ally.

As you can see above, you can compare the channels from many different perspectives.

Reachability

Reachability shows you the number of users you can actually reach out to and the breakdown of this number across various channels. If the reachability is low for a channel, you can either stop using that channel or take some action to increase the reach on that channel. 

Users Engaged, Campaigns, Conversions

For a particular time period that you’ve selected, we’ll show you certain key metrics across different channels:

  • Unique users you’ve engaged
  • Campaigns you have sent
  • Conversions

With these metrics, you can actually compare your usage of the channels and how these channels have performed for you. You can also gain different insights eg. reachability might be very high for a channel but your usage of that channel is actually quite low or that your usage of a channel is very high but the conversions you get from that channel are quite low.

Trends

You’ll also see a graph of the performance of the various channels over time. While the set of data I’ve covered above, gives you a snapshot of the information over a certain time period, if you wanted to understand what the trend has been like, refer to the graph at the bottom of the Engagement Overview section. If you’ve used all the different channels of Engagement and your conversion numbers seem to be approximately the same, your next level of analysis will be around observing the trends of the conversion metric. Maybe the conversion numbers are decreasing for a particular channel while increasing consistently for another channel. It is highly important to understand the trends of all these different metrics before you make your decision.
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.

New Feature: Channel & Campaign Insights

WebEngage now enables marketers to get unprecedented insights into the various channels of engagement and the campaigns created on those channels.

As an example, let’s take a look at Email as a channel and a particular Email campaign. Similar insights will be available for other channels and campaigns on those channels. 

Channel Insights

Key Metrics

As you can see in the example above, for the time period selected, we’ll show you certain key metrics such as: users engaged, new subscribers, unsubscribes, opens, clicks etc. for Email as a channel. For other channels such as Push or In-app, we’ll also show you the breakdown of these numbers over OS. Or, in case of Web Push, we’ll show you breakdown over browsers.

Trends

For all the metrics associated with a particular channel, you’ll able to analyze the trends of each of these channels. If you see that the “Opens” and “Clicks” have been increasing over time, you know you’re doing well with the content of the messages and the triggers you’re using to invoke these messages. Or, let’s take a more negative scenario. If you see that the number of “Spam Reports” or “Unsubscribes” increased drastically in a particular week when viewing the data for certain months, you could then drill down and figure out the answer to this problem.

In addition to showing you the trends, we’ll also show you a snapshot of the day and time when most of your users interact with your emails and the type of devices through which they engage. If you see that most of your conversions happen on Saturday and Sunday between 12pm and 4pm, perhaps it means these are the opportune times when you should be sending your users emails. On some other channel, let’s say Push, you might notice that conversions mostly happen between 4pm and 6pm on weekdays. Maybe, Push campaigns should be sent on weekdays between those times.

 

List of Campaigns

This was more of a UI and UX revamp of an already existing feature. You’ll now be able to see a list of your campaigns based on the type of campaign – one-time, triggered, recurring, journey or all.

 

Campaign Report

This was also a UI and UX revamp of an existing feature.

For the results of any campaign you’ve sent through WebEngage, you’ll now be able to view the most important metrics of that campaign followed by the breakdown of these metrics over the different variations. If you hover over certain metrics such as failures, you’ll be able to see the various reasons for the failure. Lastly, by clicking on  the “More Details” link, you’ll now also be able to see the details you had specified during the creation of the campaign such as the conversion event being tracked, whether the campaign was following frequency capping and DND etc.
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.

Feature Enhancement: Data Management (Part 2) – CSV Uploads

We’ve just released the second part of Data Management – importing Users and Events data through CSV uploads. As was the case with Part 1 of Data Management, this release also is more of a feature enhancement and UI / UX update than any change in the core functionality. There’s a Part 3 of Data Management which will follow in a couple of months time where we will further build up on the Data Management functionality. I’ll keep the Part 3 vague for now since this is a story for another day.

Why CSV uploads?

WebEngage automatically captures all your user and event data through the SDK that resides on your app or your website. However, there might be a certain list of users or events which you have in a CSV file. What do you do for cases where, let’s say the events happened in the past prior to the integration with WebEngage or let’s say that there is a list of users that you’ve acquired through offline channels or maybe there’s a mass update you need to make on the attributes of a certain subset of your existing user base in WebEngage? CSV uploads is one easy solution for all these use cases. REST API is the other solution but this generally requires the involvement of a developer.

What do I get out of it?

CSV uploads makes life so much easier for the business folks when they need to send user and events data on an ad-hoc basis to WebEngage. Period. 

Now that we’ve laid the foundation of this functionality, lets proceed to the specifics.

How does it work?

You can upload your Users CSV data (or Events CSV data) by clicking on “Upload user data” (or “Upload events data”) in Data Management. There’s a certain format that you’re required to follow for both your Users CSV file and Events CSV file:

  • Users CSV: The 1st column in your Users CSV file needs to be titled “user_id” and should contain the unique user ID for each of the users in the CSV file
  • Events CSV: The first two columns in the Events CSV file need to be titled “event_name” and “user_id” and should contain the name of the event and the user ID of the user that performed that event. Do note that one events CSV file can have data only about one event.

As soon as you start your upload, WebEngage performs a quick validation of your CSV file based on the first two rows of data. We do this primarily because if there are any basic errors in your CSV file, we’d rather tell you immediately than wait for the backend to do the processing and then get back to you. When there are millions of rows of CSV data to process, the backend can take a few minutes to a few hours to process all records. And who doesn’t hate waiting only to be told that were some basic errors at the beginning of the file? The basic errors could be because of any of these reasons: (i) one or more headers were missing (ii) there was a trailing comma at the end with no data after the comma (iii) for an already existing attribute, the datatype of the uploaded attribute does not match that of the existing etc.

The other way, the quick validation helps you is in changing the datatype of the new attributes if you so desire. WebEngage tries to automatically understand the datatype of the uploaded user or event attribute. However, if you’d like to change the attribute from let’s say “Number” to “String”, you can do so by selecting the appropriate datatype in the dropdown.

If the quick validation is successful, the file is then uploaded to our servers so that our systems can process all the records in your CSV file. Smaller CSV files with hundreds or a few thousands of rows get processed almost immediately. Larger files with millions of records can take take a few minutes or a few hours to process. You can check the status of the uploaded CSV files in the “Previous Uploads” section on the same page. If the uploaded file has any errors (eg. on the 10,001st row), then we will highlight these errors on each of the rows that has the error so that you can then quickly correct the errors and upload the corrected file.

If there are no errors, the status will show “Completed” and you can go to the “Users” or “Events” page to see the uploaded data.

A couple of quick reminders before I conclude this post. Firstly, any “Date” attribute you upload has to either be in the “YYYY-MM-DD” format or any of the ISO formats such as “YYYY-MM-DD hh:mm:ss” in order for us to detect it as a “Date” attribute. Secondly, the maximum size of the file for a CSV upload is 200MB. This should be more than sufficient for millions and millions of rows of data. I think I did mention somewhere that we’d like to make your life easier. This is a small step in that direction.

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.

New Features: Journey Sunsetting, Users, Data Management (Part 1)

Keeping up with our recent velocity, we’ve released a bunch of new features today.

1. Sunsetting in Journeys

So far, the only way to stop a journey was by changing the status of the journey to “Stop”. This would then result in an abrupt end to the journey. Users who were in the journey were then immediately taken out of the journey. Not exactly a graceful end. We’ve heard your feedback and we’ve built a feature that prevents this from happening.

Sunsetting a journey is an alternative to stopping a journey. Changing the status to “Sunset” results in stopping users from entering or reentering the journey but the journey continues to run for those users who were already in the journey.

How does this benefit you?

If you want to make changes to a running journey, you will most likely stop the current journey, clone it, edit it and then begin a new one. As a result, all users in the journey get moved out of it which is not always the desired behaviour. This helps prevent that. New users follow the new journey. Users already in the journey continue to be on the older journey (unless they trigger something and get into the new journey).

 

2. Users

You will now be able to get deep insights into your entire user base and analyze them from many different perspectives. This is quite similar to the “Segments” feature of our previous release. The only difference is that WebEngage considers your entire user base in “Users” instead of a subset of it as was the case in segment. Just like in “Segments”, the insights you will get will be for your known as well as unknown users. Lastly, you will also be able to see the “Activity” metrics such as Monthly Active Users (MAU), Weekly Active Users (WAU) and Daily Active Users (DAU).

 

3. List of User Attributes & List of Events

This is Part 1 of our release on Data Management. In our next release, we will be adding more features to Data Management. Anyway, back to our current release.

This is mostly a UI enhancement of a feature that was already present in WebEngage. When you go to the Data Management section, you will see two sections there – “User Attributes List” and “Events List”.

User Attributes List

This helps you see the list of custom attributes of “User” that you are sending to us. We will also show you the corresponding data-types (String, Number etc.) that have we’ve detected for each of the attributes. The custom attributes list can consist of any attribute that you want to associate with a user – in the past, our customers have used attributes such as “Rank”, “Score”, “Profession”, “Education” etc. The sources of the attributes can be the app or website SDK, REST API and CSV uploads.

It is imperative for you to know the the list of custom attributes you’re sending to us and the corresponding data-types. This is especially so in the initial stages of your integration with WebEngage. WebEngage does not allow you to change the datatype of your attribute. If you wanted to send an attribute of “Date” data-type, then please ensure that it is being passed as such from all your different sources such as SDK, REST API and CSV Uploads.

Events List

Similar to “User Attributes List”, if you want to see the list of events along with corresponding custom attributes of each event that you’re sending to us, check out our “Events List” section. You’ll see a master list of all custom events here. Clicking on a custom event will show you the custom attributes along with their data-types. Do note that our previous release on “Events” helped your analyze various events in a particular time period. But if you’d like to see a master list of custom events you’re sending to us, “Events List” is where you will get this information. Again, just like “User Attributes List”, please ensure that a particular attribute you’re sending to WebEngage is of the same data-type from any of the source such as app or website SDK, REST API or CSV Uploads. 

That’s all for today, folks. Try out these features and tell us what you think about them! Or request a demo from our Success team to learn more about these features.

Introducing Segments

I have a strong feeling that you will love what we’ve done with our Segments section. We’ve just revamped it and it now empowers you in so many ways to make effective decisions in how you understand your users and how you engage with them.

On the Segments page, you will first see a list of all the segments you have created. We also show you the number of users that belong to that segment and the number of campaigns you have created that target this segment.

Please note that all the statistics you see for your segment are for those users who are currently in the segment.

So, what does “users currently in the segment” even mean?

I’d like to cover two fundamental scenarios of how segments work on WebEngage:

  1. Rolling: Any event-based segment you create on WebEngage is real-time in nature. Users enter and exit the segment in real-time. Let’s say, you have created a segment of users who have not made a purchase in the last 30 days. With time, users in the segment who have now made a purchase move out of the segment and more users who now come under the purview of the last 30 days enter the segment. In this scenario, on the 30th of July, the behavior considered is from 1st July to 30th July, whereas on the 30th of August for the same segment, the behavior considered is from 1st August to 30th August.
  2. Dynamic: WebEngage constantly listens to what is happening with your users or your events in order to update segments. Segments on WebEngage are never static! Let’s say, you have a created a segment of users whose total score is >50. “Total Score” is a custom user attribute that gets updated as and when the user interacts with your app. WebEngage would now constantly track the total scores of all your users and push those users in the segment whose score becomes >50. If the score was >50 but is now <50, WebEngage exits those users out of that segment.

Now that we’ve set the background, let’s proceed further and understand what’s changed and how do you benefit from these changes.

Whenever you click on a segment name in the list of segments, the insights WebEngage provides you about that segment are broken down into 3 sub-sections.

Overview of a Segment

This provides you with all the key statistics for the users who belong to a segment so that you can get an insight into that segment in seconds.

 

Totals

The metric cards you see on top – “Total Users” and “Known Users” tell you the number of users in that segment. Smaller is always better in this case! The aim should always be to create personalized and contextual engagement for which generic segments are an anathema.

We also show you the breakdowns of these totals over the devices which these users use such as Web, iOS and Android. Do note that a user could use multiple devices to access your app or website. Therefore, the sum of these breakdowns would not necessarily be the same as the total.

Channels

Wouldn’t it be perfect if you knew the ideal channels you should use to engage with the users in that segment? If the users in that segment are not reachable on Push, then why even create a Push campaign?

We show you the reach of the users in that segment over the various channels of engagement. If you see that 90% of the users in that segment are reachable on Email, use Email as a channel of Engagement instead of Push where only 10% of the users are actually reachable.

Campaigns

Any campaign that you run on WebEngage is associated with a particular segment. In this section, we show you all the campaigns that are being sent to the users in that segment. You can sort the campaigns by clicks and conversion to understand your best and worst performing campaigns for that segment. Or if you see, too many campaigns being sent to a particular segment, it would probably be a good idea to understand if it’s leading to more conversions or if it’s having a negative impact in engaging with your users.

Technology, Location and Acquisition

Wouldn’t it be wonderful to see how you acquired your premium users or where your premium users are located? There’s a bunch of information we show you here:

  • Technology shows you the versions of your iOS and Android apps being used by that segment
  • Location tells you the top countries or cities that users belong to in that segment
  • Acquisition gives you insights into where you actually acquired these users from

 

Analyzing a Segment

If you’d like to analyze or slice and dice the segment from various dimensions, then you can do so through the Analyze section. You can run your analysis for all the users in the segment or only for known users or only for unknown users. This is similar to Events in terms of the way you analyze the information.

Let’s say you want to analyze all your users over a custom user attribute called “Rank” which can have 10 values ranging from 1 to 10. Furthermore, you want to analyze the various ranks by “Countries” to understand which countries constitute the higher and lower ranks. This is exactly the kind of answers you will get from the Analyze section.

 

List of Users who belong to a Segment

This will show you a list of all your known and unknown users who belong to that segment along with the values of the various attributes of each user. You can then choose to show or hide some information by selecting the appropriate attributes through the filter.


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.