[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 aΒ 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 companiesΒ – a fully interactive finder, which allows you to present a human face by asking logically relevant questions!
  • Tour package selector for tour & travel companiesΒ – 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 todayΒ webengage.com/pricing

Thanks for a patient read. We hope you’d like this new addition. We’d love to get your feedback.

[Announcement] Introducing the Modal (Lightbox) Notification Layout

We are excited to announce the addition of yet another gem in our kitty, a brand new Notification layout – we call it the Modal (Lightbox) layout. This layout allows you to build blocking page overlays containing rich HTML content – no prizes for guessing that though πŸ™‚

Try a demo of Modal (Lightbox) layout

Here’s how a sample layout looks on customer’s website:

Our Modal (Lightbox) layout in action

Cool, ain’t it? πŸ™‚ You can use this layout for a wide variety of use-cases. For your ready reference, we have put some of them underneath:

  • Display page blocking content to users exiting your site. This layout can be used in conjunction with our leave intent targeting to convert users who are exiting your site, by making one last attempt to stop them from leaving by displaying a relevant offer/message/promotion.
  • Create page diversions based on rules. Want to ask visitors coming from Mexico to your “.com” website to visit your “.com.mx” website instead? Want similar rules based on traffic source (Google Search, Affiliate site), cookies, user’s browser, platform etc to create an overlay and ask users to go somewhere else? Say hello to the Modal (Lighbox) layout. Check out the targeting rules you can use.
  • Display offers/deals on your campaign landing pages. Do you run ad campaigns to get people on your site? Use our traffic source targeting to identify such users and display an overlay on your landing page. You can design the content therein to be rich HTML with images, hyperlinks etc.
  • Blocking page content to drive paid content subscriptions. Wanna drive paid content subscription on your site? Present a page blocking overlay to visitors asking them to buy a subscription. Using targeting, you can choose to do it only on certain categories of content or sections of your site.
  • Handhold first time visitors on your site. Educate the first time visitors on how to use your site. Add images, screenshots, videos etc in the content area to make the most of it. Once you have created the notification, you can specify “for new visitors only” in the targeting section. Simple!

Can’t wait to use it? We know! It can really get tempting πŸ˜‰ The best part with this is that, if you are an existing customer, you won’t need to change ANY code on your website. Like all things WebEngage, this too will work out-of-the-box. Here’s a step-by-step guide on how to create this notification for your website:

Step 1. Create a notification

Choose the Modal window layout to start creating your notification

Step 2. Add content and call-to-action (and

preview the changes live!)

Add rich HTML content to the content area and an optional call-to-action

Step 3. Configure options specific to this layout (Modal) and add/modify UI theme

Choose the width of content area, alignment of c2a button etc

Tweak the UI color scheme by modifying theme

Step 4. Add rules to filter the audience which gets to see this notification (more on targeting here)

The rule above says – display this notification ONLY on this post (url) for users leaving the site (leave intent)

Step 5. Advanced options; activate and go live!

Optionally run the notification as a campaign, activate and go live!

Step 6. Get realtime stats and reports. Optimize.

Realtime clickthrough reports – based on geo, browser etc

Demo time? If you are using a PC browser, try moving towards the browser close button and see this notification in action; else, try clicking on the button below:
Try a demo of Modal (Lightbox) layout

Hope you liked what you saw. Your comments are welcome.

Not a customer yet? Join the league of 15,000 websites globally who trust us with their on-site conversions and customer engagement. Start your 14 day FREE trial today!

Stay tuned. We love you!

[Announcement] Introducing Leave Intent Based Targeting; Now, Convert Users Exiting Your Website – Pounce On Bounce!

After gazillion requests from our customers to find an elegant solution to the irritating exit surveys that open a new window when a user closes the browser window/tab, we decided to give this problem a shot – a graceful solution to a problem that online product managers and marketers struggle with globally.

Take a demo first



Loved it? It needs less than 5 minutes to implement this on your website without adding any extra code to your site or involvement of your dev/IT teams! Too much to ask for? Yeah, we know … πŸ™‚

Google Analytics is information. WebEngage is ACTION
Tools like Google Analytics, Clicky, Kissmetrics etc have historically been telling you about bounce rates on your website. We know how terrible it feels to know of a problem but not be able to do anything about it. Well, not anymore. Say hello to WebEngage’s Leave Intent Targeting – the ultimate solution to catch hold of users bouncing off your website.



Introducing Leave Intent Targeting
We are extremely excited to announce the launch of “Leave Intent Based Targeting” under the targeting rules section for surveys and notifications. With this feature enabled, you can now choose to display a survey (lead generation form, any other mini questionnaire etc) or a notification (push message to display offers etc) to users who are about to leave your site. At the core of this technology, we detect mouse movement of visitors on your website – and pop a pre-configured survey/notification the moment we find out that a user is either approaching the browser’s close button or moving away from your site to a different tab in the browser window. Cool, ain’t it?

Wanna get started? It takes 2 simple steps as explained underneath:

Step 1. Create a notification/survey for users bouncing off your site

First, you need to choose what would you like to do with users bouncing off your website – ask a set of questions or show them a nice HTML message with some call-to-action? Depending upon that, you either create a survey or a notification. Check out the how-to images underneath:

Step 2. Implement leave intent targeting for your notification/survey

Now, that you have decided the action to be taken on bounce, here’s how you configure the “targeting rule” for it. It is as simple as checking this option in the targeting screen:

That’s it! By simply following the two steps mentioned above, you are good to catch hold of customers/visitors exiting your website and make one last attempt to have them stay back a little longer – by offering a helping hand, or, an offer, or, a lead generation survey integrated solution with your outgoing email/SMS sending engine! All in real-time!

Need more filtering capabilities?
Have we ever said a NO? πŸ™‚

Leave intent targeting can be used in conjunction with other rules that we support in the system. Some use-cases to give you an idea of what can be done:

  • Want to show a notification/survey to visitors exiting your website ONLY from the cart page or any other section on your website? Use Page URL Targeting
  • Want to show a notification/survey ONLY to visitors from certain geography(/ies) trying to leave your website? Use Geo-location Targeting
  • Want to show a notification/survey ONLY to exiting users who came to your website via a Google search or your FB Page or from any other specific website? Use Traffic Source Targeting
  • Want the bounce notification/survey to work ONLY during midnight, say from 11pm to 4am? Use Time Of The Day Targeting
  • Want to show the bounce notification/survey ONLY to visitors with a certain Cookie planted in their browser? Use Cookie Based Targeting
  • Want to show the bounce notification/survey ONLY to your Premium Customers who have made a purchase of more than $1000 in the past? Use Custom Targeting

Need more dope on targeting? help.webengage.com/targeting/how-to-setup-targeting-rules

Want to see a real world sample of how a leave intent survey works? Please go to our pricing page. Once the page has loaded, try moving your mouse cursor away from the tab to any other or towards the close button of the window. Ain’t it magical? We call it eating our own dog food πŸ™‚

Note:

  1. This feature is available only for customers in the new premium and enterprise plans.
  2. This feature is, currently, only supported in Desktop browsers (IE7 & above, FF, Chrome, Safari all versions); support for mobile browsers will soon be available.

Have questions? Get in touch

Edit (10th Dec, 2013): We have recently released

the Modal Window Layout for notifications. Check it out. This layout works really well with leave intent targeting.



[Update] Sticky Header Notification Updates – Close Button Becomes Optional, Introduction Of Minimize Option And A Better Live Preview

4 months ago, when we released sticky header layout for notifications, we didn’t know it would sell like a hot cake. Its amazing to see the kind of use-cases our customers have been using it for – from system alerts to dynamic messaging to running offers/deals/discounts to smart notifications based on our targeting criterion, we have seen them all.

If you haven’t used this Notification layout already, do take a look at some of the use-cases captured live on our customer websites, you’d love these – #WebEngageLive

We have added two new options in the Notification create/edit screen:

Close button is now optional and the ability for users to minimize a notification has been added. Underneath is a preview of how these appear on your website when both the options are used. On the right hand side is the “minimized state” of a notification, as it appears on your website.

As an outcome of this change, you can, now, get rid of the close button in your sticky header notifications whenever you want to run persistent notices on your website.

Note: Notifications when minimized by a user on your website, appear minimized in his/her next visit. Want to check out other options in this layout? Check out the post here.

Stay tuned, we love you!

[Annoucement] Feedback Routing – Automate Your Feedback Management Workflow

As promised last week, we are back with a brand new feature release! We have a nice update for customers using our Feedback product – it is now possible to automate routing of incoming feedback emails depending upon preset rules. So, e.g. you can configure a rule that says – “for all the feedback submitted on my website, send UI/UX related issues to design@mysite.com and sales or order related queries to billing@mysite.com“. Sounds exciting? Underneath are a few screenshots from the dashboard on how to use this feature.

Start at Dashboard > Feedback Settings > Feedback Routing to use this feature. By default, we send all the incoming feedback emails to users in your account with “feedback management” access.

Add rules based on categories and your custom fields. E.g. in the screenshot below, we are setting a rule to “send all billing and sales related queries to Bob“.

This is how your routing rules (once saved) appear in the dashboard. You can edit/add any point of time. The changes take effect in almost realtime.

Need routing based on dynamic data? Have we ever said a NO? πŸ˜‰ If you use custom data, you can now build routing rules based on those too! E.g. in the screenshot below, we are saying “route all design related queries submitted by customers in the paid plan” to a certain email. Cool, ain’t it? For custom data, we support numbers, strings, booleans and date data types.

This is it! If you have any questions on how to use this feature, please drop us a feedback.

Note: This feature is available from the Standard plan and onwards.

Stay tuned, we love you!

Targeting Engine Updates – Now Supports Negation In Geo Rules, Visitor Sampling, Deeper SEO Targeting And Much More

In the last two months we have added tons of new add-ons to our targeting engine for notifications and surveys. Wondering, what are we talking about? Before you read further, please take a look at how our survey and notification products can be targeted on your website, without adding any extra line of code.

Underneath are the new additions:

Exclusions (negation) in geo targeting rules
So far, we allowed you to create rules that would make your notifications/surveys appear ONLY for visitors from certain geographies. Now, with the new update, you can add negation or exclusion rules as well. We know, you so much wanted it! Now, it is so easy to create an offer for all your visitors except for the one’s from NY, Texas and Florida.

Exclusions in search engine traffic rules and handling traffic with “unknown” keywords
If you are an enterprise customer, targeting based on search terms was always available to you

(the first option in the screenshot below). e.g. show this promotion (notification) ONLY to visitors coming from Google search who were looking for perfumes on Google. We have now added additional capabilities that allow you to exclude search terms. e.g. In the screenshot displayed below, show this promotion (notification) ONLY to visitors coming from Google search who were NOT looking for shoes OR sandals on Google.

Also, you can use the unknown term targeting (option inside search terms, pic above) to pop a survey or a notification to visitors who came via search but the search engine didn’t provide search keywords in the referrer information. Damn those stats on “unknown / not provided” in your Google Analytics search traffic! Now, there’s a way to pop a survey asking on your site what those users were looking for on Google and get over 10% response rate on such surveys!

Time and page views targeting
Earlier, we allowed you to specify a time delay on the page you would like to pop a survey or notification. Now, in addition to that, we let you specify “minimum number of pages viewed in a session” and “minimum amount of time spent on the site in a session” as other optional targeting criterion. It is now, so cool and easy to say this – display a notification ONLY to users who have spent at least 2 minutes on my site, in a session.

Targeting only a subset of visitors (sampling)
Now, you can choose to pop a survey or notification ONLY to a subset of users. We use random sampling currently. If you wanted to control the sample size, you can use a whole host of other parameters in the targeting screen to narrow down to a set of “applicable users/visitors” who should get to see the survey/notification (see the other targeting options below).

While you are at it, do take a look other available targeting options: webengage.com/notification#targeting

Stay tuned, we love you!

[Announcement] WebEngage Integrates With Google Analytics

WebEngage, now, integrates with Google Analytics.

What does it mean for you, the customer?
Simply put, more insights.

With GA integration enabled in your dashboard, we track a whole bunch of events for each of the three products and push them inside your existing GA account. These are events like feedback submissions, survey submissions, notification clicks etc. Just navigate to Standard Reports > Content > Events inside GA, and …

  • find out how many people submitted feedback, who they were (email), where they came from (GA demography etc).
  • find out how many people responded to or closed your surveys – what their responses were and slice/dice with GA data (demography, traffic source etc).
  • find out how many people clicked on the call-to-action links/button in your push notifications
While all the data above can be pulled as reports from our dashboard, there was a pressing demand from customers to make it available inside GA for a holistic view. And, we obligedΒ πŸ™‚

How do I get to use this feature?
Like all things inside WebEngage, just at the click of a button! Go to Dashboard > Settings > Widget Integration > GA Integration and turn it ON (image below). For the technical kind, we simply use GA’s _trackEvent method on your webpage’s _gaq object. No funny business this!Β πŸ™‚

Turning ON Google Analytics integration from the dashboard

Here’s a sample of how WebEngage Survey data will look like, in your GA account
Underneath are some images (read the captions) to give you sense of events and corresponding data that you get to see in your GA account for the survey product:

Top level categories for all the three WebEngage products

Category “WebEngage-Survey” > Event Labels are your WebEngage surveys (click to enlarge)

Event Actions contains all questions and their corresponding responses (click to enlarge)

Categories, Labels, Actions etc can be further filtered depending on GA metric (click to enlarge)

Here’s more dope on GA integration for Feedback, Survey and Notification products. Hope you liked what you saw. Once you start using the integration, please share your feedback on this one – we intend to make this feature extensible so that you can choose to push more WebEngage related data inside GA; a better understanding of your use-case will help.

Important Note: This feature is only available for new Premium (sign-ups as per the new plan) and all Enterprise plan customers. You’ll need to upgrade to use this feature if it shows as disabled in your account.

[Release Announcement] Sticky Header Layout For Notifications Is Now Available

Ladies and gents, we present to you our second Notification layout – Sticky Header! Underneath is a sample of how it looks on your website:

Sticky header notification in action

We are listing down a few use-cases when you’d like to use this layout:

  • When you’d like to show a persistent header message to all visitors on your website … something like “Hey, if you need any help please call on 1-800-xxxx ..
  • When you’d like to make an announcement for a couple of days .. “We have a 10% off on all diapers this week. Check it out!“; and here’s why you should use us – because you don’t need to make any code changes on your website at the end of the week, as campaign dates can be controlled from within your WebEngage dashboard. Did you say “oh, wow!”? Thanks πŸ˜‰
  • When you’d like to greet users who log on to your website and throw specific promotions – “James, great to see you back. Claim your $20 coupon now!“. For more on such application specific use-cases, see custom targeting.
  • When you’d like to train your users on the product – “Hey Joe, having trouble using the loan calculator? Check out our user guide“. The message can be targeted at users who end up spending a-lot-of-time on certain pages in your product’s workflow.
  • When you’d like to prompt visitors on your blog/website to “subscribe to your newsletter“. The best part? – those who close the notification, won’t get to see it again. So, no more worrying about irritating your users with the same prompt over and over.

Rings a bell? Cool. We are sure that you can think of hundreds of such use-cases in context of your application. That’s precisely the reason why we have made it super simple to create a notification. You can get up and running in less than 5 mins. Here’s how:

Step 1: Create a Notification (Dashboard > Notification List > Create)

Create a notification and choose sticky header layout

Step 2: Add message and call to action (see live preview)

Add message, call-to-action and see live preview

Step 3: Additional options and themes

Options (push down, stick-to-top, content alignment etc)

Choose from our themes or add your own

Step 4: Add rules to filter the audience which gets to see this notification (more on targeting here)

Specify rules to filter the audience which gets to see this notification

Step 5: Advanced options; activate and go live!

Activate the notification and go live!

Step 6: Get real-time stats and reports

Real-time stats

An interesting bit with this is latest feature is that we have designed layouts keeping third party developers in mind. The idea is to allow developers to make use of our infrastructure, API’s etc and build+distribute such layouts. More on this next month .. if this interests you, do keep a watch on our docs.

Liked what you saw? Let us know. In coming weeks, we’ll be rolling out all the other notification layouts. Existing customers can log on to their dashboard and start using this new feature; and, for the new ones …

Sign-up today for a FREE trial β†’

Stay tuned. We love you!