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

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

Presenting, The Gallery

A repository of ready to use marketing solutions

WebEngage Gallery

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

Use-cases Galore. Solutions Galore

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

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

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

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

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

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

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

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

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

How To Use Gallery?

As simple as – Click  ≫  Preview  ≫  Use

Step 1. Choose your template

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

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

Step 2. Customize content, visuals and targeting rules

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

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

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

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

Step 3. Go Live!

One more click to Activate your campaign and voila!

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

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

[Announcement] Revamped Targeting Engine – Introducing Traffic Segments And Event Based Targeting

Today, we are very excited to unveil our new targeting engine for all customers.

All your on-site campaigns (surveys and notifications) can now be targeted in a more elaborate way which includes user profile, behavior and intent data. The targeting screen (second step in campaign creation) on your dashboard is now split into 3 broad categories:

1. Where to show? (Session Level Targeting)
2. Whom to show? (Traffic Segment Targeting)
3. When to show? (Event Trigger Targeting)

Underneath is a quick guide on each of these sections and samples on how to use some of the key components therein.

1. Where to show? (Session Level Targeting)

A user’s activity in any session is a clear indication of his/her intent. Using this section, you can now target users who have expressed their intent in a certain way. E.g. users who have visited certain pages, or have performed more than x number of search queries in a session, or have certain cookies planted in their browser etc.

Page URL Targeting

Here’s how an e-commerce store typically configures an on-site promotion to display when a user visits product pages of product-1 OR product-2.

Another example – let’s say you are an online travel website that allows users to book flights. You’d like to display dynamic on-site promotions/offers to users searching for flights based on the sector they are searching flights for. E.g, in the screenshot below, ALL users performing flight searches FROM NYC to any destination BUT Boston, will get to see a pre-configured offer or message.

WYSIWYT – What You See Is What You Target

WYSIWYT (pronounced /ˈwɪz.i.wɪT/) – What You See Is What You Target is a cool new way for marketing teams to build dynamic rules without having to need their developers for any kind of data integration. E.g if you had to run a promotion on product pages where the product price is greater than $50, you can now do that without needing your developer. Check out this cool explainer video on the feature!

To use this feature you specify the URL of that page on which the variable, you intend to use for targeting, could be found.

See the next steps on using WYSIYT →

2. Whom to show? (Traffic Segment Targeting)

Now, we let you build segments on clickstream information of users. That is, all the data that you see inside Google Analytics can now be used to create a segment of users and target them with specific messages. And the great thing? You don’t need to have Google Analytics on your website, WebEngage tracks and stores all this data for you. These are the options within traffic segment targeting:

Device, Visitor Type & Referrer (Traffic Source)

Here’s a scenario – you run an SEM campaign, for the keyword, say, “shoes”. You want to target users who were acquired by this campaign AND are repeat visitors. Underneath is how can achieve the same. Simple!

3. When to show? (Event Trigger Targeting)

You are gonna love this! In layman terms, we “keep an eye” on what the user does while (s)he is on a particular page on your website. E.g, we track the amount of time a user spends, or, the quantum of scroll done on any page, or, whether a user is about to leave your website altogether!

Well, there’s more… We now let you pass your own events so that you can use them to target users. E.g. you could use events like user logged in, added to cart, visited pricing page more than 5 times etc as criterion to target customers with specific messaging.

Leave Intent Targeting

Are you struggling with high bounce rate and cart abandonment rate on your website? Wait no further and try this hot selling stuff from us. We give you a unique ability to present modal overlays to users who are “about to leave” your website. We do this by tracking the cursor movement and display pre-configured overlays just before the user tries to close or switch tabs. E.g you could use this feature to display an overlay like the one below for users trying to abandon your site with items in their cart.

Read more about Leave Intent Targeting here →

Custom Event Targeting

This is the new stuff we have introduced. Any user action on your website can now trigger a push message on the web. To be able to use events, you need to pass data to WebEngage via the JavaScript SDK. If you are an existing customer, the SDK already sits on your website. You need to use our track method to pass eventscheck out the documentation here.

Underneath are a few sample use-cases around how you can use event targeting.

Sample 1: Targeting users with an on-site message as soon as they add an item to their cart.

Sample 2: Targeting users as soon as they login to your web application. However, the message should ONLY pop for Premium users (we call these as attributes for events).

Sample 3: Targeting users who added any shoe worth more than $150 to their cart AND are leaving your website without completing the transaction.

This change is a step in the direction of WebEngage 2.0 – a multi-channel engagement suite that allows you to segment users and engage with them via email, on-site messages (our current stuff), in-app messages, push notification and text messages. We have brought in the concepts of users and events into our engagement module. We’ll maintain (and enrich) profile of all users on your website/app and maintain his/her activity trail so that you can create meaningful segments for engagement. If you are an existing customer, please pass this documentation to your developers to start using the user and event modules in your dashboard.

We’d love to hear your feedback on this change.

Aside, if you have built some interesting use-cases using our targeting options, and, you’d like to get featured in our case-study section, please get in touch with us.

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

Making Customer Satisfaction Survey Effective

A few days back, my laptop broke down. Such tragedy can happen to just anybody. I called the guys at the company and they were efficient enough to bring it back to life within a day. I was more than satisfied with their service and wanted to give them an elevating feedback. But did I give it? No.

The reason I could not tell them how much I admired them for the service was; they asked about it a day after the service and in the form of a survey that came in an email and spanned for more than a page!

I am not the only one who does that. We all flunk the surveys, which are lengthy, vague, untimely or, in general, conventional. The times we do them are the times when we badly want the goody the survey offers or we have nothing, literally nothing better to do.

How can WebEngage help?

You must be confused till now to read the points against customer satisfaction survey, from a company which essentially helps you do it. It is obvious that we aren’t against the concept of surveys, otherwise why would we build a product around it? In fact, we believe it is the best way for a company to improve. We just make surveys better and more effective.

Our customers have been using our tool to enhance the survey mechanism among other things for their website, for some time now. We have collated some of the successful use-cases by our customers where they used WebEngage to create better and effective customer satisfaction surveys.

Case I: Page specific surveys

What if the visitor to your site is immensely impressed or irked by a particular section or page on your website? How would you know? He can rank you lower in the customer satisfaction survey afterwards and might not tell you the precise reason. Do you really want to keep guessing forever? Especially when you have us to help you out? Have a look at how one of our clients used our survey tool to solve the problem.

Customer Satisfaction Survey 1

Case II: Do you like what you see?

Another of our clients upgraded their site to a more aesthetically and visually appealing one. They needed to know whether the visitors felt the same way or not. A survey at the end of a purchase on the website or through an email would not have helped because until the time they would take the survey, they couldn’t care less about the looks of the one of the hundreds of websites they visited that day. The solution was to ask the visitors right away what they thought about the revamp and WebEngage made it a cake walk. Want to know how? Like this:

Customer Satisfaction Survey 2

There were a series of questions added, about the aesthetics, looks and usability and the survey garnered more than 12% response rate making our client happy and us proud.

Case III: Hi! Looking for something?

A visitor comes to your site, he browses for some time, maybe he is looking for something and cannot find, maybe he does not know what he is looking for, but how can you know? Well, ask him.

Customer Satisfaction Survey 3

The survey started with a harmless question asking about his presence on the site and if he was looking for something and then the questionnaire went on to be precise and directed in the end finding out what the user was actually looking for and providing him with it. Not only does the customer get what he wants, the site gets an almost clueless and most probably lost customer.

Case IV: Post purchase survey

This is the most conventional point in the visitor’s track to take a survey, but the tricky part is, how to get the customers answer everything we want. There are two things that customers specifically hate in a survey; the deluge of questions and that deluge full of irrelevant questions. WebEngage helps you create a survey widget where you can take the satisfaction survey without taking the customer to another page and also not overwhelming him with a number of questions at a time. One of our major clients does it and response rate speaks for the effectiveness.

Customer Satisfaction Survey 4

At WebEngage, we strive to make customer engagement easier by the day for our clients. If you have used WebEngage in a way that has helped you, we would be more than happy to hear about it. If you are one of the people finding customer engagement on your website challenging, we would be happier to hear from you.

[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



[#WebEngageLive] 4 Ways To Reduce Bounce Rate And Generate More Leads On Your Website

Starting today, every fortnight, we’ll share a bunch of use-cases on how WebEngage is helping over 20,000 online businesses in improving their on-site customer engagement. Today, we are focusing on reducing Bounce Rate and improving Lead Generation on your website. We have picked up 4 distinct samples on how our Survey product is being used to collect leads, reduce cart abandonment and drive newsletter sign-ups. Underneath are today’s samples.
Reduce cart abandonment (and generate leads too!)
Is yours an e-commerce store? How often do users abandon your cart? Do you know the reasons? Underneath is a pre-configured modal survey for users leaving your cart page without finishing the transaction:

Liked it? WebEngage modal surveys (with leave intent targeting) are an interesting alternative to exit surveys. Not only do you get instant stats on why users are abandoning your cart but also a bunch of leads from users who would have otherwise left your site without completing their purchase.

Generate leads from first time users
Do you have an engagement strategy for first time users landing on your website? Especially for the one’s for whom you have spent some acquisition dollars on? Club our traffic source targeting with leave intent, and you can display an on-site modal survey window like this one to users who are moving away from your site:

We see an average response rate of over 5% on these kind of surveys. You can get up and running in less than 5 mins without having to add any extra code on your website!

Increase your newsletter subsription base
Time delayed surveys are the most effective way to generate more leads from visitors coming to your website. One of the most frequently used use-cases is newsletter subscription, if yours is a content website – sample underneath from a large television network’s site:

Using our Webhooks (explained in the use-case below), you can push these leads directly into your CRM.

Optimize your conversion funnnel (and generate leads too!)
Do you see a hole in your conversion funnel? Where is it leaking? On your search listings page? Or, product page? Do you know what the problem is? The only way to find out is to ask your users. We have helped thousands of businesses optimize their conversion funnel – underneath is a sample from an online travel website (lead generation from users doing more than “X” number of searches for flights):

As illustrated in the image above, you can specify a Webhook for your surveys – thereby instructing us to POST the leads generated on your site instantly to your servers. You can process the data and add it your CRM or use it in any other workflow.

If you are an existing customer, log-on to your dashboard to create such lead generation surveys for your website.



[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] 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.

[Announcement] Aggregate Response For Surveys Now Available In PDF Format

Starting today, for all your surveys (both, on-site mini surveys and surveys via dedicated URLs), you can download the aggregate response in PDF format (alongside the existing MS Excel format).

Take a look at this survey, for example – webengage.com/s/~7nhdif4; embedded below

Loved it? Now, such reports are available for each of your surveys along side the charts your could see in HTML/Excel formats earlier.

We are working on a full-fledged reporting module which will allow you to receive these reports in email at pre-defined frequencies. Expect more from us 🙂

Stay tuned. We love you!