Management Team @ WebEngage – Jan 2018

Every founder dreams of the day when the founder dependence in his/her business goes to zero. I have worked very hard for the last 3 years to find, nurture and groom talent that will share our vision and execute ruthlessly to achieve our goals.

Today, in our team townhall, we promoted 6 of these men to formally constitute our management team.

Today, Ankit and I are very proud men. By their actions, these folks have proved beyond doubt that they are capable of building WebEngage into a large enterprise. Each one of them are trying to solve very unique problems. In some cases, I have been left amazed by the solution(s) they chose.

If you are a customer, you have 6 more reasons to cheer now. Because there are 6 more people who’d dedicate themselves to making your life easier by generating more revenue for your business.

Let me quickly introduce you to these men –

Arpit Rai, VP Product

Arpit joined us in the summer of 2016 as our first Product Manager. Yes, we didn’t have a PM prior to him! A large chunk of what you see on the WebEngage Dashboard today is led by Arpit’s craft. It started with this revamp which subsequently laid the foundations for all the cool stuff we have rolled out in last 9 months.

Saumitra Bhave, Technical Architect

Saumitra joined us in the summer of 2015 as a Senior Software Engineer. One of his most impactful contributions, what is now called the “Communication Engine” at WebEngage, is a platform that delivers hundreds of millions of messages each day across channels like push notifications, email, text, web push notifications etc.

Apoorv Sood, VP Sales

Apoorv joined us in the summer of 2015 as an Enterprise Sales Manager and eventually started to lead the sales team from Jan 2016. He has been instrumental in streamlining our sales operations and scaling it to its current level. Apoorv and his team are committed to make WebEngage the #1 automation suite in India, S.E.Asia & EMEA regions.

Manish Kashyap, VP Engineering

Manish was our first engineer on-board. Ankit and I share a long history with him – he was a part of Ankit’s team at Burrp and my team at Infomedia18 (post Burrp’s acquisition). Manish has been playing a very difficult role at WebEngage for last two years – managing engineering timelines 😁. He has played a key role in operationalizing sprints based product development methodology at WebEngage.

Prasenjit Karmakar, VP Marketing

Praesnjit joined us a Product Marketing Manager in Nov 2014. People fondly call him PK in office. Between PK and I, we’d have run more than a thousand experiments of all sorts in the last 3 years to ultimately figure out what should our marketing stack look like. PK now runs a mini organization within marketing with some very talented folks across content marketing, SEO/SEM, SDR and retention marketing.

Keyur Dhami, VP Partnerships

Keyur joined us as Manager, Customer Success in summer of 2015. His opening task was to build a team in the first place! We were new to the customer success practice then and Keyur played an incredible role in building this practice grounds-up. In his new role, Keyur will be setting up our Bangalore operations (From Feb 2018. Yes!) and would be building a team to double-down on our efforts with key partners like Capillary.

This is very proud moment for all of us at WebEngage. I wish these men and their teams all the best.

Onwards and upwards.

– Avlesh

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.

WebEngage Turns 6. Thank You!

Your small little Spartan startup is all grown up now. WebEngage turns 6 today!

It seems like yesterday when we launched the first version of our product six years ago from a 200 sq.ft garage. I have very fond memories of how our birthday celebrations have grown to be bigger with each passing year as we grew in size. As I write this post, the team is gearing up for one such celebration tonight 🙂

Ever since the launch of our multi-channel stack in Jul 2016, we have aggressively released new features to deliver on our promise about the product roadmap. In the last 6 months especially, we have been on a roll!

We are committed to our mission of offering the world’s simplest automation stack for user retention and engagement. We understand the pain that small and mid-sized consumer businesses have to go through – whether it’s the adoption of a marketing automation tool or the ability to seamlessly use multiple channels of communication for your user engagement – we are solving these pain points in ways nobody has attempted before.

We are re-imagining multi-channel user engagement.

In the coming months, we’d be rolling out a bunch of features. Here’s an indicative list –
  • A comprehensive “Test & Launch Suite” for campaigns
  • A step-by-step on-boarding module for integration across apps, web and crm systems
  • Automated reports for analytics and engagement stacks
  • Enhanced campaign creation experience with features like drag-n-drop editor for email
  • Uninstall analytics for your mobile apps
  • Predictive sending of campaigns
  • Facebook Ads as a channel of engagement

Other than the stuff listed above, we have a long list of items we are working on. More importantly, there are some big experiments running in our engineering lab right now. We are very excited about these, as they’d be industry first solutions to real big pain points. Fingers crossed!

Aside, we are also fixing our knowledgebase and technical documentation. Expect a lot more smoother all-round experience in the coming weeks.

We have a great news for small businesses and early stage startups – we’d be opening up our platform for SMBs before Christmas. Send us some love if you have been waiting for it.

On a closing note, it’s been a very humbling and enriching experience for my entire team to serve customers from India, North America, Middle East and South East Asia. In these 6 years, we have learned a lot about different cultures and users’ online behavior across the globe. On behalf of my entire team, I thank you for giving us that opportunity.

Team WebEngage, Oct 2017

The journey has just begun…


Avlesh & Ankit
Co-founders, WebEngage

P.S: If you are new to WebEngage, here’s a quick primer

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New Feature: Funnels

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

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

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

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

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

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

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

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


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

New Feature: Engagement Overview

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

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

Reachability

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

Users Engaged, Campaigns, Conversions

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

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

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

Trends

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

New Feature: Channel & Campaign Insights

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

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

Channel Insights

Key Metrics

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

Trends

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

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

 

List of Campaigns

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

 

Campaign Report

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

For the results of any campaign you’ve sent through WebEngage, you’ll now be able to view the most important metrics of that campaign followed by the breakdown of these metrics over the different variations. If you hover over certain metrics such as failures, you’ll be able to see the various reasons for the failure. Lastly, by clicking on  the “More Details” link, you’ll now also be able to see the details you had specified during the creation of the campaign such as the conversion event being tracked, whether the campaign was following frequency capping and DND etc.
Try out our new feature and tell us what you think of it! Or request a demo from our Success team to learn more about this feature.