Why should you know about these trends and patterns?

Brands are spending hours chasing the user for attention but little time understanding users. Behind successful user engagement lies data. This data-driven report reveals exclusive user engagement parameters that form a winning marketing strategy and explores key themes in user engagement in Indonesia.

What’s in the report?

Learning about the maturity of communication channels, segmentation frameworks, personalization tactics, and martech tools across industries will help you understand where you are and where you need to be.

To help you do that, we’ve included:

• Problems in building great user engagement strategy
• Most commonly used and top-performing engagement channels
• Adoption of segmentation & personalization
• Components of a user engagement stack
• User engagement maturity across companies and industries
• Expert insights

And more!

Who is this report for?

Think of this report as a visual guide for omnichannel marketers and leaders. Having said that, anyone with an interest in marketing, sales, entrepreneurship, or any business discipline can benefit from the report’s takeaways.

Why should you read this report?

To discover tech maturity, top channels, segmentation, personalization, martech stacks, and AI. Get insights from the report to make precise data-led decisions and optimize your marketing campaigns to fit your narrative.

The State of User Engagement in Indonesia 2023 report is the result of a collaboration between Apiary Academy and WebEngage. We hope it equips brands with valuable insights to help them along their user engagement journey to drive greater business value and growth.

What is a CDP?

A Customer Data Platform (CDP) is a packaged software that aggregates and unifies customer data from various sources to provide a 360-degree view of a user.

Why do we need CDPs?

Data is the most valuable resource. Because of the copious influx of data in our systems and the dissipation of third-party data like cookies, brands have been investing heavily in first-party data to acquire authentic, company-specific, and invaluable information about their users.

In acquiring first-party data, brands often struggle to collect, unify, and orchestrate data for marketing campaigns due to issues stemming from siloed systems, lack of integrations, and inability to consolidate user-specific data.

A Customer Data Platform helps businesses collect user-specific by integrating different sources to form a 360-degree view of a user. That information is further sliced and diced for segmentation and campaign management.

What’s in this book?

• ABC of CDP
• Moving parts of a CDP
• Data sources that connect to a CDP
• Edgy use cases across teams and industries
• Engagement strategies for campaign orchestration
• User segmentation frameworks
• Global data governance & privacy guidelines
• Impact Stories with success metrics
• Hygiene questions to ask before choosing a CDP
• How to choose the right data platform for your business?

Who is this book for?

The technical nature of this book may appeal to marketers, product folks, technical folks, data folks, as well as C-Suite executives, or really anyone who’s curious about the role and journey of data in the world of marketing.

Why should you download this book?

This all-in-one book was prepared to equip you with everything you would need to consider implementing a customer data platform. It was meticulously crafted and vetted by subject matter experts to provide you with

• Stunning visuals
• Easy-to-understand language
• Nuance and depth
• Measurable results from customers
• Expert insights from David Raab, founder of the CDP Institute
• A step-by-step guide to choosing the right CDP

This complete guide is designed to build a robust data culture within your organization, one that isn’t bogged down by siloes and prevents data from falling through the cracks.

We may not be able to read our users’ minds, but we sure can get close with the help of a CDP.
Make the best of our customer data platform for your business, take a demo now.

What can you take away from this booklet?

1. A value add to your business — quick, efficient advanced use cases that aid you monetarily or operationally.
2. A way to decrease turnaround times for user engagement & boost revenue.
3. And lastly, a way to show your product expertise to fellow coworkers.

What does this eBook contain?

7 Advanced use cases per industry that you can implement using the WebEngage dashboard. The industries covered are:

• BFSI
• Edtech
• E-Commerce
• Travel & Hospitality
• Media & Entertainment
• Gaming

Inside, you’ll discover proven techniques and expert tips to leverage WebEngage’s advanced features. From lead nurturing, nunjucks, if/else conditions, upsells, hyper-personalization to recommendation, gamification and more, we’ll show you how to create highly tailored experiences that drive conversions and boost engagement.

Furthermore, we delve into simplifying retention strategies that will keep your customers coming back for more. Discover the power of behavioral analytics and automation to proactively identify churn risks and implement retention campaigns that increase customer loyalty. With our step-by-step instructions and real-world examples with Impact Stories, gain the knowledge and confidence to implement effective retention strategies.

Whether you’re a marketing professional, business owner, or enthusiast, this ebook will empower you to harness the full potential of WebEngage and achieve remarkable results.

Download the eBook now.

Take a demo here, and harness the power of the WebEngage dashboard.

Why Use WhatsApp as a marketing channel?

The short answer is, to drive user engagement, reach a wider audience, improve customer retention, optimize omnichannel strategy, maximize ROI, build brand loyalty, and inspire customer loyalty.

These are challenging milestones in the first place because brands have a hard time getting users to listen. Attention in the age of distraction is a rarity. Fortunately, there is a way to get up to 98% of your audience to hear you out.

By understanding how the world of WhatsApp marketing works, brands can tap into the power of intuitive customer engagement features like campaigns, newsletters, chatbots, and rich media tied together by the limitless possibility of conversational commerce.

What is in this eBook?

It covers everything in the WhatsApp universe. From the need to explore WhatsApp as a channel, setting up a WhatsApp business account, bagging a green tick verification badge, and creating engaging content for audiences to measuring the success of your campaigns, there’s a lot more you can take away.

To equip you with everything you need to get started with WhatsApp marketing, this ultimate guide presents you with:

1. High-converting message templates
2. Step-by-step walkthroughs
3. Best send-times
4. Hot use cases
5. Key statistics
6. Insider insights
7. Impact metrics
8. Best practices

And more.

Who is this guide for?

There are several takeaways for anyone curious about user engagement. However, some of the more nuanced aspects of the guide were designed for those with skin in the game, like decision-makers, marketing managers, and product people.

Why should you download this guide?

There is a lot of content on WhatsApp out there, but it is scattered, and learning everything about WhatsApp marketing from such scattered resources can be laborious. This compendium on WhatsApp was put together to have you save time and effort spent on finding information and instead spend them on business-critical objectives.

Deliver meaningful messages for your business with WhatsApp; take a demo now.

These trends can be a wayfinder for those who wish to master the art of retaining customers and maximizing revenue.

Information is power. Part of being a brand means weathering macroeconomic conditions and recalibrating strategies to not only make an impact but also a profit.

Without information, you are blindsided by unforeseeable factors like financial upheavals and geopolitical uncertainties. Even if you manage to leverage second or third-party data like cookies and data brokers, they may be low quality, poorly aggregated, bound by red tape, or not work well with your system architecture.

Fortunately, brands are moving towards a cookieless world where the notion of self-reliance is taking root inside their DNA.

The need for zero & first-party data is clear as day.

That is why we are bringing you this report.

Why should you know about customer engagement trends?

For starters, it saves you millions of dollars and person-hours soliciting the same customer engagement insights from consulting agencies.

The revelations in this report are a result of analyzing 402 Billion messages from multiple marketing channels for 1000+ brands across 8+ industries in 6+ geographies to give you unfettered access to a wealth of firsthand information for free.

The essence of this report is to tell brands what customers want, why they want it, when they want it, where they want it, and how they want it. With this knowledge, you can make more informed decisions and engage customers with razor-sharp accuracy to improve customer retention.

The idea is to summarize customer engagement insights from our customer interactions and place salient findings at your fingertips.

Who is this eBook for?

Think of this report as a visual guide for omnichannel marketers and leaders. Having said that, anyone with an interest in marketing, sales, entrepreneurship, or any business discipline can benefit from the report’s takeaways.

Key takeaways

• Ripple effects of a global crisis on channel adoption through 2022-2023 and beyond
• The rising impact of contextual & personalized campaigns over blast promotional campaigns
• Channel bifurcation strategy adopted by industries
• Trends in channel adoption strategies for each of these industries
• Most preferred channels for user engagement across geographies
• Best time for user engagement based on individual channel performance

Marketing channels covered in this report

• App Push Notification
• Web Push Notification
• In-App Notification
• On-site Notification
• Email
• SMS
• WhatsApp
• Web Personalization
• App Personalization

Download the free ebook and learn how to not only survive global disruptions but also thrive in them.

over conventional marketing channels! Mind-blowing right?

What Is This Ebook About?

This ebook is a guide on mobile push notifications and everything there is to know about them. What are push notifications, you ask?

Push notifications are on-screen clickable alerts delivered by an app or website to users on their desktops, laptops, or mobiles. Anyone who uses a smartphone with apps will have gotten these notifications.

Like many of you, we were curious about what makes someone click on a push notification. That’s why we have carefully curated this playbook, so it may serve you as a digestible guide to all things push notifications, along with a detailed walkthrough of how to smartly build, design, deliver and measure mobile push campaigns.

Where Do Mobile Push Notifications Fit In?

Most of us own a smartphone with access to apps.

As an engagement channel, mobile push notifications are more likely to reach users and get them to interact.

This higher likelihood of interaction improves the chances of conversion.

Furthermore, the proliferation of mobile devices coupled with the advent of technologies like 5G and augmented reality has opened Pandora’s box. To a brand, it means limitless possibilities, but that road to brand supremacy is paved with challenges.

Why? Because users expect a novel, more immersive experience to not only try a brand but, more importantly, stay with that brand. Retention grows increasingly relevant as users churn and revenues plummet.

To maximize revenue while minimizing churn, brands must look to engage and retain. As far as engagement channels go, Mobile Push stands out like a diamond in the rough. They are a simple solution to sophisticated problems like accessibility, reachability, deliverability, and actionability.

From being accessible to actionable, Mobile Push gives you more bang for your buck.

Did You Know This About Mobile Push Notifications?

• They have a deliverability rate of 90%
• They boost conversion rate by as much as 7X as opposed to email marketing
• If contextualized, mobile push campaigns result in a 9.5X growth in the conversion rate
• Out of the 2 Billion+ messages sent by enterprise businesses that use WebEngage (from 2020-2022), 87% of the traffic was via mobile push notifications

Who Is This Ebook For?

From anyone and everyone with an interest in marketing, like

• Managers / Team Leads
• Executives
• Freshers
• Students

Why Is This Ebook Worth Your Time?

Because it includes:

1. A dissection of the push notification universe
2. Jarring insights
3. Snackable examples
4. Creation, design, delivery & performance tracking of mobile push campaigns
5. Ways to circumvent common challenges
6. Ideal push times for various geographies around the world
7. Edgy Use-Cases
8. Real-world impact stories (case studies)

And more. For Free.

In essence, the comprehensive nature of this ebook will save you time and money that may otherwise be spent scavenging through fragmented, often costly resources. We put together this guide to handhold legacy and new-age businesses and steer them towards a culture that celebrates retention led-growth through hyper-personalized customer engagement. 

Competitive innovation and disruption come at a cost. Tools are often programmed to be operable but not interoperable. They are designed to work well with the customer but not with each other. More time is spent on understanding tools than on using them. This complexity creates gaps, gaps spark fragmentation, fragmentation makes silos and silos cause ‘Death by Tools’. Digital solutions, to be truly impactful, must not only be diversified but also unified.

What Is This Report All About?

Death By Tools: The State of Customer Engagement & Retention Tools is a holistic guide on the MarTech landscape’s plight, outlining ways to combat the gaping holes in the SaaS ecosystem and devise airtight strategies for perfecting the art of customer retention at legacy and new-age enterprises.

Carefully curated from data gathered by trusted sources, this all-in-one resource unearths consumable insights on incohesive customer data, complex vendor evaluation, the rise of data silos and myopic solutions which have led to a fractured user experience.

Did You Know?

Companies today implement several tools to bolster their marketing initiatives across multiple channels like Web & App Push Notifications, in-App Notifications, On-site pop-ups & banners, email & SMS marketing, WhatsApp, Facebook, and Google. The plethora of tools deployed by them focuses on tackling short-term problems in isolation instead of solving long-term problems in unison. Needless to say, vendor management becomes unmanageable and such temporary fixes inevitably tend to fester into permanent impediments.

• There are over 11,000 MarTech solutions with one new solution being created every day
• 80% of your profits come from 20% of your customers
• 78% of B2C marketers have a unified customer profile as their top priority

What’s Inside?

• A dissection of the MarTech ecosystem
• How to evaluate vendors using a well-designed evaluation matrix?
• Failproof ways to bridge data gaps and quagmires
• How to find the right fit for your needs using an omnichannel approach
• Advantages of building a unified tech stack

In a nutshell, this report will help you save millions of valuable revenue that would otherwise be left on the table due to data inefficiencies. This report will also help you take the first steps towards building a data culture and spearhead your digital transformation vision in the right direction.

“Omni Channel Customer Engagement: A Winner’s Playbook” is the ultimate global trends and insights report on how brands survived and revived their businesses with contextual, personalized, and cross-channel user engagement strategies that are here to stay.

We’ve analyzed 400+ Bn messages and 835+ Bn user events across 10 industries and 5 regions in an attempt to help you create fail-proof omnichannel customer engagement strategies backed by the right level of data and insights.

2020 has been pivotal in shaping the future of user engagement, customer experience, and digital marketing in general. We can safely say that all traditional approaches to digital marketing can be thrown out of the window. 2020 majorly brought about 3 key changes:

1. Forced digitization for businesses in an attempt to stay afloat turned the adoption bell curve into a spike
2. Lack of playbooks that could act as guiding lights for new-age marketers
3. An abundance of overwhelming technologies for customers to adapt to.

As a result of which cash efficient businesses could burn holes in their pockets and stay afloat, while some other traditional businesses shut shop due to the lack of a far-sight.

What to expect?

In an attempt to assist consumer businesses, we’ve compiled user engagement data from Q1-2020 to Q1-2022 in this report that’ll help you uncover:

1. The impact of a global crisis on channel adoption through 2020-22 and beyond.
2. The rising impact of contextual personalized campaigns as compared to blast promotional campaigns.
3. The channel bifurcation strategy adopted by various industries.
4. Trends in channel adoption strategies in each of these industries.
5. The most preferred channel for user engagement across geographies.
6. The best time for user engagement, based on individual channel performance.

This report is divided across geographies like India & APAC, South East Asia, Europe, North America, and the Middle East & North African regions. The report is further bifurcated into industries such as B2B, BFSI & Fintech, E-Commerce & D2C, Ed-Tech, Gaming, Healthcare, Media & Entertainment, and Travel & Hospitality to find trends and insights that are most relevant for your business.

This straightforward easy-to-consume playbook is designed to enable digital marketers, and business leaders across the globe in creating cross-channel customer engagement strategies based on global trends and insights, benchmark their campaign performance against their industry peers, and uplift their customer retention game in 2022 and beyond.

A shift in buying habits due to the pandemic has impacted the E-Commerce business at large. India’s E-Commerce orders volume has increased by 36% in the last quarter of 2020. Needless to say, E-commerce businesses have been on the rise to meet the growing demand. However, with a rapidly growing customer base, retention becomes a bigger piece of the puzzle that brands must solve.
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For a consumer, more options mean good news. For a business, however, more options mean more competition. To counter this, we’ve seen brands go all out with their acquisition campaigns to reach new customers. But what about the ones that are already your customers?

The importance of retention over acquisition:

1. The cost of retaining existing users is lower than the cost of acquiring new users
2. User data such as order history from past purchases makes it easier to personalize user communication, which in turn drives better conversions.

Therefore, it is important for E-commerce businesses to identify and nurture the most valuable customers to drive revenue and business growth. With a constant change in the complexity of user personas and needs – it’s difficult for E-Commerce brands to garner the interest of their customers for long.

So how are Marketers and Product Managers in the e-commerce industry driving acquisition, retention, and conversions that strike a positive impact? What is the tired and tested marketing playbook that helps deliver insights into the e-commerce industry? Our case studies help you understand just this, as we break down the strategies of leading E-Commerce brands.

In this e-book, you will get access to:

• Zivame’s strategy to 20% boost in conversions through omnichannel communication
• Personalized communication strategy driving 10x conversions for Goto
• StarQuik’s strategy to uplift customer acquisition by 2300%
  

As you flip through the pages of the customer spotlight booklet, you’ll be fascinated to discover how some of our leading E-commerce clients are accelerating their user engagement and retention using WebEngage’s marketing automation platform. And are also driving massive success by delivering one-to-one, highly memorable buyer experiences.