Pernia’s Pop-Up Shop, India’s largest luxury fashion e-commerce platform owned by Purple Style Labs (PSL), is home to the finest selects in luxury fashion & lifestyle. Bringing together India’s most-coveted labels, the multi-designer destination is the most sought-after space for bridal and occasion wear, offering an exquisite curation of designer womenswear, menswear, jewelry, home decor, kidswear, and more.

The brand’s impact extends beyond being an online marketplace; it plays a pivotal role in promoting and supporting Indian designers as well as the Indian fashion industry.

Pernia’s and WebEngage – A collaborative effort

Company’s Objectives:

1. Data Cohesion and CDP integration: The objective extends to bringing data together cohesively, facilitating a unified view that transcends fragmented sources and provides a holistic perspective on customer behavior and preferences.
2. User Behavior Tracking: Pernia’s Pop-Up Shop aspired to meticulously track user behavior, going beyond transactional insights to grasp the nuanced choices and evolving preferences of its diverse customer base.

Company’s challenges in driving the objective

1. Increased Data Silos: Operating across multiple platforms introduced complexities to the e-commerce platform, resulting in the creation of data silos.
2. Lack of Personalized Communications: Achieving personalized communications posed another challenge, given the diverse and unique tastes within the realm of fashion. The brand strived to tailor messages effectively to resonate with individual preferences.

In addressing these challenges, Pernia’s Pop-Up Shop recognized the need for strategic collaboration. Turning to WebEngage, the partnership sought innovative solutions to navigate the complexities of data integration, break down silos, and enhance the personalization of communications. 

Why Did Pernia’s Pop-Up Shop Pick WebEngage?

Before onboarding WebEngage, the e-commerce brand used different platforms for different channels – this was not only more manual work but also slowed the team down holistically by having their data on multiple platforms.

That is where WebEngage stepped in.

By using only 1 platform to collate and gather all their user data, Pernia’s Pop-Up Shop was able to automate most of their manual labor and enable a smoother user experience journey. 

Result: What did the e-commerce brand achieve?

Pasar Segar is a C2C/B2C marketplace portal that focuses on simplifying the online shopping experience for customers, eliminating the need to visit physical markets. Simultaneously, it provides a convenient platform for online traders selling fresh goods and other food ingredients. The company has expanded its presence across various regions in Indonesia, ensuring delivery within a radius of no more than 40 km through services like GO-SEND Instant and Lalamove Instant. 

Pasar Segar facilitates customer payments through multiple channels, including Bank Transfer, PayLater (Indodana), and E-wallet options such as GoPay, Shopeepay, and OVO. Notably, GoPay payments via mobile and app seamlessly link to the Gojek application. Additionally, Pasar Segar welcomes individuals interested in B2C partnership opportunities, providing avenues for managing a designated market. 

Those interested in C2C engagement can directly register on the platform’s registration page to become a trader.

Pasar Segar’s Objectives

1. Their company-level objectives were as follows:
2. Increasing the number of campaigns to boost user acquisition & engagement. 
3. Increasing repeat purchases
4. Sending cart reminders to boost checkout completion rates
5. Increasing conversions for partners registered on Pasar Segar’s portal via personalized product recommendations.
6. Engaging online shoppers with an omnichannel approach.

Company’s challenges in driving the objective:

1. Lack of or limited funds amidst tech winter. 
2. Reducing user acquisition cost Lack of paid traffic campaigns.
3. Limited manpower and lack of automation while implementing user engagement strategies. 
4. Increasing the product viewed to checkout completion rate. 
5. Higher cart abandonment rates.
6. Engaging shoppers with product discounts and offers using location-based marketing.

Result: What did Pasar Segar achieve?

Hnak.com is an e-commerce branch of the Al Musbah group. With 100+ stores across West Asia, HNAK brings locally manufactured products into the limelight and is one of the leading retail companies in Saudi Arabia. Although the traditional retail sector always focuses on getting what is in the foreign markets to the local ones, HNAK is positioned to shift that focus by being the home of top international brands while actively telescoping and supporting local trends and talents.

Furthermore, HNAK brings a variety of pop-ups, apparel, fashion, technology, retail, regional, international, online shopping, and beauty to the fore with its products and services. Today, with 3000+ brands selling on their website and free shipping, easy returns, and secure payments, HNAK provides customers with the perfect local and international shopping experience.

Objective

• Making email and push communications more effective and impactful
• Connect with users to boost revenue
• Increase engagement with existing as well as new users

Challenges

• Difficulty in tapping into the right audience due to complex segmentation
• A rise in user acquisition costs leading to a drop in user retention rate
• Limited personalization and real-time communication to engage users across touchpoints
• Difficulty in mapping customer journeys and identifying user drop-offs to prevent churn

Why WebEngage

Before onboarding WebEngage, HNAK faced multiple challenges regarding reaching the right audience and the ever-rising costs of user acquisition. This is where WebEngage stepped in. Its competitive pricing, the sales team’s dedicated and unambiguous approach, and the WebEngage team’s knowledge about the product and the tools sealed the deal for the E-commerce brand.

Moreover, the dashboard and reporting systems were easy to understand, there was a lot of content about WebEngage and its tools readily available on the website, and going through all the procedures for the first time didn’t seem like an arduous task.

Their search for a retention platform that would help them engage and retain more customers in real-time while reducing the CAC (Customer Acquisition Cost) for their E-commerce brand was finally complete. And after vetting a couple of options, HNAK sealed the deal with WebEngage, and the rest is history.

Download our Impact Story to know how HNAK used the WebEngage platform to completely transform their push and email strategies.

ApnaKlub is an agent-led B2B wholesale platform that aims to disrupt India’s traditional FMCG (Fast-moving consumer goods) distribution. Founded in 2020 by Shruti and Manish, ApnaKlub is backed up by prominent investors like Tiger Global, Sequoia Capital, and Blume Ventures.

ApnaKlub connects retailers like Kirana and general stores in India’s Tier II and Tier III cities with wide assortments of consumer goods and brands through its agents or partners. With a zero money investment model, it has empowered wholesalers and retailers from semi-rural and rural settings in India to earn a better livelihood with the hyperlocal distribution business.

The Objective

As an App-focussed B2B wholesale platform, it was paramount for ApnaKlub to provide its users with an easy-to-use platform and personalized communications. ApnaKlub wanted to build user communications that go beyond the app interface and nurture strong brand connections to retain its users and minimize churn. To achieve this, ApnaKlub enrolled in the WebEngage Startup Program.

The Solution

The WebEngage advisors understood from team ApnaKlub, the need to create a comprehensive user engagement and retention plan. After understanding the journey and drop-off points of ApnaKlub’s product, the WebEngage advisors aided ApnaKlub in creating the user journeys on the platform.

To retain its users and provide them with a personalized user experience, ApnaKlub sends them the communication based on their specific events and touchpoints across the user’s journey on the app.

Tracking Key Metrics Using WebEngage’s Powerful Analytics Engine

ApnaKlub extensively used WebEngage’s analytics to design its retention strategies using insights from the dashboard.

Once the journeys went live, ApnaKlub tracked vital metrics such as open rates, conversion rates, Month-on-Month retention rates, KYC conversions, Revenue generated, etc.

The Outcome

With WebEngage, ApnaKlub has been able to create an omnichannel communication strategy that engages its users at the right stage of their journey through the right channel.

ApnaKlub could achieve the following outcomes:

Founded in 2015, Moglix is a B2B E-commerce unicorn. The company is intensively inclined towards B2B procurement of industrial products like Electricals, Lightning, Power tools, Office supplies, and more.

As a leading industrial equipment supplier, Moglix has 300K+ SKUs, 250K+ SME clients, 5K+ suppliers, and 35+ product categories. Users can seamlessly navigate through Moglix’s app/website and purchase any industrial product they are looking for.

Adopting the right retention platform that meets Moglix’s needs

Moglix adopted the WebEngage Retention Operating System to offer memorable shopping experiences and hence, drive business growth.
 

Goals

• Boost shopper engagement and retention
• Increase the business revenue and Return On Investment (ROI)

Challenges

• Automating shopper engagement
• Sending personalized communication at scale

Solutions

Sending real-time order status updates via Transactional Push Notifications

To send real-time order updates and time-sensitive information, the team at Moglix uses Transactional Push Notifications. WebEngage’s Transactional campaign API enables them to send critical messages to its shoppers such as orders placed, orders shipped, and orders delivered. This enables Moglix to offer a good experience to its shoppers by eliminating post-purchase anxiety.

Encouraging abandoners to place an order

As online purchase journeys aren’t straightforward, sometimes, shoppers need a little push on their path to purchase. The team at Moglix uses a data-driven approach to target abandoners with in-the-moment multi-channel communication based on Funnel Analysis. And encourage them to quickly add products to the cart, and eventually motivate them to purchase.

Improving email campaigns’ performance through expert assistance

With the help of a dedicated team of Email Marketing Experts at WebEngage, the team at Moglix implements specific test cases based on several parameters like Sender name, Subject line, the language of the Email content, etc. And also leverages the best practices of email marketing to improve inbox placement rate and ROI.

Results

The team at Moglix has been able to improve its shopper engagement and retention with the help of data-backed, hyper-personalized communication. They continue to deliver exceptional shopping experiences at scale and drive exponential business growth.

Today, almost any gadget you buy comes with a certain buyback benefit. This means once the gadget grows old or wears off, you can sell it to the original seller. Online marketplaces such as Cashify make buying and selling pre-owned smartphones and other gadgets such as laptops, gaming consoles, smartwatches, DSLRs, etc. easy and convenient!

Founded in 2015 by Amit Sethi, Mandeep Manocha, and Nakul Kumar, Cashify enables users to purchase gadget accessories, repair and recycle gadgets on its website and mobile app. Cashify has 40+ offline stores, has sold over 21 lakh devices, and paid 1200 cr+ cash to users for selling their used phones. 

Adopting the right retention platform that meets Cashify’s expectations

To deliver a seamless experience of selling pre-owned gadgets online, Cashify decided to adopt WebEngage’s Retention Operating System to: 

• Get a unified view of each user
• Segment high-intent users based on their actions performed on the Cashify app/website
• Engage with users in a personalized and automated manner through multichannel campaigns 

Goals

• Drive more revenue through mobile phone buybacks
• Deliver exceptional user experiences 
• Boost user engagement
• Foster brand loyalty

Challenges

• Assisting users at every stage of their lifecycle 
• Micro-targeting the users based on their behavior & preferences

Solutions

Optimize conversions at every stage of the funnel

From installing the Cashify mobile app to completing the checkout or buyback, the user goes through 4 stages of the funnel. Now there are significant chances that the user might drop off at any stage before converting. This translates into minimal conversions and loss of buybacks. So, Cashify decided to create and implement an effective engagement strategy to target specific users with relevant communication at each stage of the funnel using the WebEngage Journey Designer.

Encourage high-intent users to convert

Businesses want to sell their products at the ‘best price’ and buyers too want to buy products at the ‘best prices’. In Cashify’s case, it’s the users who define the ‘best price’ by requesting multiple quotes before selling their gadgets. So, Cashify sends highly targeted engagement campaigns to only those users who have requested a quote three or more times to maximize Cashify’s chances to optimize buybacks.

Motivate maximum users to complete the checkout process

Driving maximum conversions is the North Star Metric or key goal for most of the businesses. To motivate the sellers to sell their gadgets on the platform, Cashify introduces discounts and cashback offers. Now, there are instances where the users might use a wrong coupon code or end up using an expired coupon unknowingly. In this case, the users miss out on the added benefit of using the coupon. 

Maximize user referrals

Cashify created an exclusive journey for users who entered an invalid coupon code on Cashify’s website/app while checking out. To meet their objectives, the team at Cashify introduced a Refer and Earn program, wherein the user is given a unique referral code and is asked to share it with friends and/or family. To amplify the effect of the Refer and Earn campaign, Cashify has created a user engagement journey on the WebEngage dashboard.

Results

Cashify streamlines the sales funnel by sending highly engaging, and personalized campaigns across multiple channels. This helps the brand to improve its overall conversions. It also enables Cashify to understand its users better and reduce the chances of funnel drop-offs. Cashify witnesses some outstanding results.

Founded in 2017, Speero is a Riyadh-based auto parts marketplace that allows users to buy new and used automotive spare parts through its website and mobile app. Users can also submit requests for the spare parts they’re looking for and receive quotations within hours. If they like the price, they can order the parts right away, which are then delivered to their doorstep anywhere in Saudi Arabia.

Speero has served 400k+ customers since its launch providing customers with over 700k quotations. Besides selling directly to customers, Speero also sells spare parts to car repair centers (workshops).

Adopting the right retention platform that meets Speero’s needs

With an objective to offer exceptional shopping experiences to its users, Speero decided to adopt WebEngage’s Retention Operating System to:

• Engage and retain maximum users
• Increase its revenue

Goals

• Convert unknown visitors into known users
• Encourage cart abandoners to place an order
• Increase the number of orders placed

Challenges

• Building various segments and figuring out the right communication
• Nudging cart abandoners at the right time to complete the checkout process
• Monitoring user actions at scale

Solutions

• Targeted user engagement through Dynamic Segmentation

The Customer Success Manager (CSM) at WebEngage collaborated with the Marketing team at Speero to solve the challenge of building various user segments. However, it didn’t take long for both the teams to narrow down on the Dynamic Segmentation capability available on the WebEngage dashboard.

After creating the segments, Speero engages them across channels using the WebEngage Journey Designer.

• Timely, contextual communication using Funnel Analysis

Speero wanted to understand its user behavior first and then encourage the cart abandoners to place an order. To do this, the team decided to leverage Funnels on the WebEngage dashboard. The Funnel Analytics capability enables them with insights like average time to convert and the optimal time to send the communication.

Using these insights, Speero sends timely & contextual communication to cart abandoners on their preferred channels.

• Event-based, personalized user engagement journeys

The team at Speero keeps track of its users’ actions by using System and Custom events on the WebEngage dashboard. These events help them understand the right context and send personalized communication to its users.

Results

The team at Speero has been able to automate its user engagement initiatives, increase business revenue and retain its users. They continue to deliver exceptional shopping experiences and grow exponentially in a highly fragmented auto spare parts market.

eXtra is one of the leading and fastest-growing retail brands in Saudi Arabia. Established in 2003 by the United Electronics Company (UEC), eXtra offers all the leading international brand products and stocks an extensive product range including TV, audio systems, computers, mobile phones and IT communications, cameras, home appliances, and personal care products. 

The product range is supported by comprehensive after-sales services such as extended warranty, free home delivery, and installation services.

Today, eXtra caters to millions of shoppers and has over 45 stores across the Kingdom of Saudi Arabia, 2 stores in Bahrain, and 3 in Oman. 

Adopting the right retention platform that meets eXtra’s expectations

To provide an exceptional experience to millions of shoppers, eXtra decided to adopt WebEngage’s retention operating system to:

• Get a unified view of each shopper
• Segment shoppers based on their geography and behavior 
• Engage shoppers across multiple channels & devices

Goals

• Improve product discovery and engage new visitors 
• Nudge visitors proactively to add products to the cart
• Convince abandoners to place the order

Challenges 

• Granular segmentation and contextual communication at scale
• Sending event-based engagement campaigns across channels 
• Sending timely, segment-based communication across channels

Solutions 

Automated welcome campaigns to onboard new visitors

The Customer Success Manager (CSM) at WebEngage and the team at eXtra designed user engagement journeys using WebEngage’s Journey Designer to onboard new visitors. 

Acting upon the suggestion, the team at eXtra has been able to deliver automated and hyper-personalized welcome campaigns across multiple channels like Email, Web Push, and Mobile Push. And, provide instant value to its new shoppers.

Targeted, hyper-personalized communication at scale 

The team at eXtra wanted to understand abandoners’ browsing behavior to send them event-based campaigns, and effectively nudge them to add products to their cart. 

For this, eXtra created a journey using WebEngage’s Journey Designer to target abandoners’ who dropped off from the product page. And sent hyper-personalized mobile push notifications containing details based on shoppers’ behavioral history like product viewed and profile attributes. Thus driving mobile app engagement and transactions.

Data-driven, hyper-personalized communication at scale

To encourage cart abandoners to complete their purchase, eXtra created cart abandonment user journeys to track users’ actions across the web and mobile. With the help of hyper-personalized communication, they’ve been able to increase purchases and drive revenue. 

Result

The team at eXtra has been able to automate its user engagement initiatives and witness a significant increase in purchases through cart abandonment campaigns. They continue to deliver unparalleled shopping experiences at scale and drive business growth.

FirstCry.com, founded in 2010, is Asia’s largest online store for baby & kids products. The brand offers a wide range of products through its app, website, and offline stores, boasting over 200k unique baby & kids products from 6000 brands.

They’ve also built India’s largest community of parents. FirstCry Parenting is an online platform/ community which aids parents in their parenting journey – from planning a child to pregnancy. Parents can track their child’s growth and simplify the parenting experience using FirstCry Parenting on their mobile app and website.

Adopting the right retention platform that meets FirstCry’s expectations

To offer an unparalleled shopping experience to millions of users, FirstCry decided to adopt WebEngage’s retention operating system to:

• Retain its users
• Increase its revenue

Goals

• Increase the number of orders placed
• Increase the Average Order Value (AOV)
• Drive repeat purchases

Challenges

• Reducing funnel drop-offs
• Identifying high-intent user segments
• Understanding parents’ behavior and product inclinations

Solutions

• Hyper-personalized communication based on Funnel Analysis

The Customer Success Manager (CSM) at WebEngage suggested the Marketing team at FirstCry to understand parents’ behavior using the Funnel Analysis feature on the WebEngage dashboard.

Acting upon the suggestion, the team at FirstCry created different funnels to understand how parents interact with its app/website and where they drop off in their lifecycle. Using these insights, they then leverage the WebEngage Journey Designer to send hyper-personalized communication to parents on their preferred channels like Mobile and Web Push.

• Personalized product recommendations based on parents’ purchase history and behavior

The Marketing team at FirstCry wanted to identify the high-intent user segments to offer them personalized product recommendations and hence, increase the AOV. To do this, they’ve created dynamic segments of parents who are likely to purchase when nudged with relevant communication.

Instead of manually creating the segments, the team at FirstCry leverages the Dynamic Segmentation capability on the WebEngage dashboard to automatically bucket the parents based on real-time data like purchase history, app/website behavior, and more.

• Nudging one-time shoppers with personalized offers

To drive repeat purchases, FirstCry decided to understand the shoppers’ behavior, their product consumption patterns and then nudge them with personalized communication at the right time, on the right channels.

Results

The team at FirstCry has been able to automate its user engagement initiatives, drive repeat purchases and increase its Average Order Value. They continue to deliver exceptional shopping experiences at scale and drive business growth.