Namma Bengaluru 🙏

Bengaluru – we are finally there!

After years of waiting and contemplating, WebEngage now has an office in Bengaluru. We didn’t want to miss out on all the action that India’s startup capital has to offer! We’ll continue to be headquartered in Mumbai.

Some of our team members have moved to the BLR facility and we are currently hiring for position below, all based out of BLR –

For other open positions (based out of Mumbai), please visit here – WebEngage.com/careers

Please feel free to pay us a visit. We are here 👇 (Map):
WebEngage
91 Springboard,
Koramangala 7th Block
4th Floor, Salarpuria Tower-1
Bengaluru 560095

Feature Enhancement: Introducing First True Multi-channel User Profiles

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

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

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

Basic Info

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

Custom Attributes

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

Devices

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

Channels

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

Events

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


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

Welcome, Social Capital!

It gives me great pleasure to break this news to you – WebEngage has a new investor, Social Capital.

I got introduced to the fund’s Capital-as-a-Service vehicle some time ago. Having interacted with a lot of venture capitalists in all these years, I found it very intriguing to see a fund choosing to invest based on algorithms analyzing data instead of humans.

WebEngage is the first Indian company to raise through the CaaS vehicle of Social Capital.

Why now?

Because, we are in hyper growth mode currently, and we could use all the help we can. Sans the confidential data, here’s how our revenues have grown in the last 12 months – almost a 3x!

Retention marketing is broken. The channels of retention for consumer businesses – mobile, web, email and social – are invariably being run by different teams using plethora of tools. We want to unify all of that into a single product experience and treat channels as just a delivery medium. We want to shift the focus on creating awesome user journeys and experiences; and, not the next shiny looking push notification or email campaign.

What next?

If you haven’t seen the rapid pace of our product execution in last 9 months, check this out. We have a strong product pipeline for 2018 with focus on these goals –

  1. Suggest user journeys to marketers and product managers based on data and machine learning.
  2. Help customers measure and optimize based on global/local benchmarks.
  3. Help customers to holistically test campaigns across channels before launching.
  4. Grow the platform to integrate nicely with other ecosystem players.
  5. Help customers WIN.

WebEngage is the first true omni-channel solution for small and medium consumer businesses. We’ll continue to build further on that mission.

In context of the raise, I remember speaking with Ashley Carroll, partner at Social Capital. She said they were impressed with our growth compared to other similar companies they have seen. It was a great validation for the mission we are on. Social Capital joins our cap table along with existing investors including Blume Ventures, GTI Capital, Capillary Technologies and angels like Rajan Anandan.

These are exciting times for us.

Onwards and upwards.

– Avlesh

Posted by in Funding

Permalink

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

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

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

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

Let’s elaborate on this further.

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

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

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

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

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

Here’s the formula we use to calculate conversions.

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

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

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

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

New Features: Campaign Report – List of Users & Analyze

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

List of Users in a Campaign

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

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

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

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

Analyzing Campaign Metrics in Detail

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

Think about scenarios such as the following:

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

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

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

Musically Yours! Unveiling Our New Pricing Plans For 2018

Pricing plans are now available on WebEngage. You can now sign up for a 2 week free trial of WebEngage to understand how retention marketing is done right. If you like what you see, take out that credit card and hit that Upgrade button!

We couldn’t be more excited with this new release. We want to be transparent about our pricing and we want our customers to try out the different features of our product extensively before deciding whether to purchase a subscription. It’s just the right way of doing things.

Our base plan (Solo) starts at $199 per month and is suitable for businesses with up to 10k monthly active users (MAU). If your MAU count is in the range of 50k to 100k, you should be looking at our Band plan ($899) for up to 50k users and our Choir plan ($1,499) for up to 100k users. If you’ve got millions of users and/or you’re running complex marketing scenarios, you’re certainly looking for a plan customized specifically to your needs, in which case, you’ll have to speak with us.

As you may have noticed, our plan names are inspired by music. The simpler your set-up, the more elementary the tune. Hence, a Solo plan. When your scenario is complex, with thousands of users, you need more involved arrangements and coordination. Hence, the Orchestra plan, for example.

Ok but what prompted this? And why now? We have been inundated with pricing queries from so many of you (especially the startups) over the last few months. A lot of you also wanted to know why our pricing plans were not freely available and as a result of which, you were hesitant to even try out the product. We feel you. Pricing should always be transparent and visible upfront.

To effect this change, we’ve been busy building some features in the product that will help you get started with using WebEngage as soon as you sign-up. Our entire process of integrating your SDK and Channels is the easiest you can find with any such product. Please don’t take our word for it. Sign-up here and see it in action for yourself.

Lastly, self-service aside, please talk to us! We love hearing from our customers. If you have any feedback related to the product or pricing or if you just want to say Hi, reach out to us at support@webengage.com.

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.