Feature Enhancement: Introducing First True Multi-channel User Profiles

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

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

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

Basic Info

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

Custom Attributes

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

Devices

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

Channels

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

Events

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


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

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

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

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

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

Let’s elaborate on this further.

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

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

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

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

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

Here’s the formula we use to calculate conversions.

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

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

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

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

New Features: Campaign Report – List of Users & Analyze

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

List of Users in a Campaign

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

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

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

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

Analyzing Campaign Metrics in Detail

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

Think about scenarios such as the following:

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

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

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

Feature Enhancement: Integrations

Isn’t integration with external software products a major pain? Especially when you are required to make changes in the codebase for your mobile app or website. You have to go through the usual rigmarole of requesting your engineering team to make changes, coordinating between your engineering team and the software vendor’s success team, waiting for the release to happen a few weeks later etc. only to find out later that you made some mistake somewhere in the integration. And you’re back to the drawing board!

Wouldn’t it be wonderful if the entire integration process was somehow made very simple? Wouldn’t it be great if you did not have to refer to the documentation for every small step that you need to follow?

We, at WebEngage, concur. Today, we’ve released a new functionality which makes the process of integrating WebEngage with your mobile apps or website a breeze.

No really, what’s this about?

In order to use WebEngage, you first need to integrate your website, Android app and iOS app with WebEngage. The methods of integration can be many – you could use Segment.com or Google Tag Manager to perform the integration or you could directly put the WebEngage SDK in the codebase for your mobile apps or website.

You also need to ensure that all the channels of engagement with your users are also set up properly. These include Push Notifications, In-app Notifications, SMS, On-site Notifications/Surveys/Feedback, Web Push and Email.

In our latest release, we’ve made this entire process so easy that you get done with integration in minutes. Yes, minutes.

Let’s get into the details

On the WebEngage SDK Integrations page, you’ll see two sections – Integration Status and Integration Steps for each of your sources – Website, Android app and iOS app. Integration Steps tell you the exact steps you need to follow in order to integrate the source (Website, Android app or iOS app) with WebEngage. Integration Status tells you whether each of the steps in Integration Steps is pending or complete.

Let’s take Android as an example. When you go to the Android section under SDK in the WebEngage dashboard, you’ll see both these sections – Integration Status and Integration Steps.

When you click on Continue under Integration Steps, you will be able to view each of the different steps in the integration.

By default, you’ll be shown steps for the Direct SDK integration method that involves putting the WebEngage SDK in your Android app’s codebase. You could change the method to Segment.com or Google Tag Manager to view the integrations steps for those methods of integration. You can also find a link to the relevant documentation under Integration Steps that you can refer to for more details of the integration.

As and when you complete each step of the integration process, you could check the Integration Status section to see whether the step has been successfully completed. 

As you can see above, we’ve completed 3 of the 5 steps in the Android integration process for the Direct SDK method. The yellow signal denotes that the specific step of integration is pending. The green signal denotes a successful completion of that step of integration.

Lastly, we’ve also introduced a section which gives you a quick status of all the steps of integrations for your SDK and Channels.

As you can see in the example above, we’ve completed all the steps of integration for the Website. The Android integration is partially complete. And we haven’t started the iOS integration as yet. You can also see the status of the two channels – SMS and Email, that are not necessarily dependant on any SDK integration. In our example above, we’ve completed the integration steps for both SMS and Email.

Doesn’t that cumbersome and complicated integration process seem so much easier now? Isn’t the process above as easy as going through a checklist of things you’re required to complete and crossing the ones you’ve already completed?

By the way – we also have readily available integrations with other 3rd party tools such as AppsFlyer, TUNE and Adjust. Please refer to our documentation for more details.

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: 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.