WebEngage also enabled personal care brand Arata to adopt a retention-first approach, and helped them scale their business faster than ever.

New-age startups are often hyper-focused on growth – more customers, more revenue, large workforce etc. But what is more important for the long-term health of the business is customer retention. Once you have a great product and have identified your audience, it is important to direct the company’s resources to retain existing customers and invest in new-age tools that can help with the retention strategies.

From customer success teams to leveraging insightful data, user engagement to building loyalty programs – there are several ways to create a good customer retention strategy.

Data-driven decision making
A full stack customer retention platform, WebEngage provides a one-stop solution, with a Customer Data Platform (CDP) to build a holistic user profile and send targeted marketing campaigns through 11+ channels, for marketers to engage and retain their end-users.

Data plays a crucial role when it comes to analysing a customer’s profile. Only with accurate analysis can a business work on retaining the existing customers.

WebEngage’s Customer Data Platform is a one-stop solution for businesses to build a strong data culture and derive insights to design engagement strategies. The platform unifies data from multiple sources and creates a unified view of all your customers. It also enables businesses to maintain data integrity and security.

Analyse, personalise, and optimise
Some of the unique product features of WebEngage that can help businesses analyse the user profile, and accordingly optimise the performance are:

Dashboards:
WebEngage’s dashboards enable businesses to display, analyse, and track key performance indicators (KPIs), metrics, and data points with ease. You can also create and customise dashboards by choosing the metrics that are important for you to measure.

With each dashboard you create, you can track users, events, funnels, segments, and cohorts to conduct an in depth analysis of your target audience. Once you initially set up all of your data sources, your dashboard will automatically maintain and generate reports. While Cohort analysis will allow you to understand repeat transaction trends, with funnel analysis you can make sense of drop offs in a user’s end-to-end purchase journey.

Web personalisation:
Web personalization helps you create customised experiences for your website visitors. With this feature you can easily personalise any property on your website (like the hero banner, recently viewed section, etc) For example, you can use web personalisation to show customised banners to users who have added products to their cart but did not proceed with the purchase, or show recommendations on the basis of a user purchase history.

Catalog and recommendations:
Catalog helps you update all the product information and send relevant personalised communications. For example, you can fetch the updated price information for a product from an uploaded catalog and ensure you never send incorrect data through your messages.

With Recommendation, you can personalise communication with recommendations based on users’ actions or events. For example, if a user purchases shoes, you can use WebEngage’s recommendation engine to suggest other products that the user might be interested in purchasing.

Send intelligently:
WebEngage’s system intelligently decides the best time to send a campaign to the end-user. For each user, the system derives which slot is the best time to send, depending on their interactions with past campaigns of that channel.

Best channel optimisation:
WebEngage system also decides the best channel to send a campaign to the user depending on their past activity. “Best Channel” becomes an intelligent user attribute that can then be used for segmentation and in automated workflows.

Maximising conversions
WebEngage’s customer success team makes them stand apart from the competition. As soon as the brand onboards with WebEngage, the customer success manager will work closely with them to solve challenges and help meet their goals. This team will help the brand with a stepwise process for seamless execution of retention strategies.

The Customer Success Manager also helps the brand to consolidate the shopper data on the WebEngage dashboard for effective, multi-channel user engagement. The consolidated data on the WebEngage’s platform is then used to identify shopper engagement opportunities to maximise conversations and increase the focus on customer retention.

Arata, Porter, Firstcry and more such brands trust WebEngage when it comes to driving repeat purchases and taking business to the next level of growth.

Original Story

– Traditional data collection and challenges in marketing automation
– Breaking data silos to create a single viewpoint of customers
– How to implement a unified view in creating customer profiles
– Building and sustaining customer experience in Tier 2 and Tier 3 cities
– Prerequisites to achieve true individualisation and create unforgettable customer experiences

Moderated by Minesh Koradia, director of banking and financial services at Mumbai-based marketing automation platform WebEngage, the discussion featured noted personalities, including Neelabh Sanyal, founder and COO of Kuvera.in; Kartik Jain, cofounder of Karbon Card; Viram Shah, cofounder and CEO at Vested Finance, and Joginder Rana, vice president and MD, CashE.

The CX Challenge In Digital Finance

According to a FIS survey, 68% of Indian customers used digital channels for financial transactions during the Covid-19 lockdowns. As this digitally savvy customer base increases, fintech find it crucial yet challenging to customise consumer experiences in sync with a fast-evolving ecosystem.

This wave of change can be mainly attributed to the varied combinations of socio-economic and technological transformations that the world has undergone in the wake of the pandemic. Consequently, customers today, whether individuals or enterprises, look for convenience, speed and security from fintechs and financial institutions (FIs).

Therefore, startups operating across the fintech landscape place a high premium on developing a customer-centric strategy. Also, various studies reveal that acquiring new customers is more costly than retaining the current ones, especially for startups. What makes it even more complex is that customers enjoy unlimited choices in the digital age, and their focus and loyalty tend to get divided too soon. Simply put, it is getting more challenging to retain loyal customers.

During an earlier conversation, Yashoraj Tyagi, CBO and CTO at CASHe, an instant personal loan provider, told Inc42, “The millennial and the Gen Z cohorts are managing a disconnected portfolio of providers, apps, virtual cards and banking accounts. But it does not result in a seamless experience, thus making customer retention more challenging.”

One of the fastest-growing sectors in India, the fintech market opportunity is expected to reach $1.3 Tn by 2025. This depicts the sector’s vast potential but further indicates the challenges awaiting fintechs as they scale their operations in a highly competitive market fraught with regulatory hurdles.

Original Story

“Customer experience has always been at the forefront for Beco. With Rephrase.ai, we innovated the way customers engage with our brand by creating the first ever digital avatar of a celebrity to send hyper-personalised real-time messages. This is just the tip of the iceberg and we’re just getting started” – Aditya Ruia, Co-Founder, Beco

“Beco has always pushed the boundaries, we thought no differently when it came to communication. Tech & creativity are no longer exclusive as we enter the era of Web 3.0, and AI will play a crucial role. With Rephrase.ai, we created the 1st digital IP of a brand ambassador to deliver personalized messages to customers at key touch points. This has never been attempted before in the A&M industry. And the revolution has just begun.” – Akanksha Gupta, Marketing Lead, Beco.

With this launch, innovative AI is the stepping stone to an ever-evolving shift in Beco’s marketing strategies. Beco has incorporated an innovative way to interact with customers where every time a customer receives their order or abandons their shopping cart on the website, they receive a video message from Dia Mirza on their Whatsapp. By integrating Dia’s Digital IP created by Rephrase.ai, into its service, and leveraging WebEngage to send real-time video updates to customers, team Beco personalized each customer’s journey, while encouraging them to complete the transaction, thereby resulting in increased conversion rates. In order to make the experience more memorable, every customer who receives their order receives a “Welcome Message” from Dia Mirza after the order has been delivered.

Through the use of generative AI technology, Rephrase.ai creates a digital representation of Dia Mirza, Beco’s brand ambassador. As part of the project, the team created an avatar that involved the creation of a video and audio clone of a person and an IP that was attached to that avatar. By using the text-to-video capabilities of AI messaging, the video and audio clones are combined to generate an individualised message. This gives way to new means of engaging with celebrities and audiences, in which the celebrity is not just a part of the advertisement, but is also a crucial part of the customer journey. Using the digital avatar, Beco can now offer Dia Mirza’s avatar-based messages without her having to set aside the time for a full day of shooting.

“With Beco and Dia Mirza, we’ve created something really unique. The first digital IP of a celebrity being used for the first time for a D2C brand unleashing the powers of AI in rethinking customer journeys is definite of how brands in the future will communicate. At Rephrase we are helping organisations fundamentally rethink how personalization and endorsements can go hand in hand with AI to tackle funnel drop offs.” – Ashray Malhotra, CEO and co-founder, Rephrase.ai

As a company, Beco is determined to automate marketing processes and capitalize MarTech to enhance the experience for their customers, across their journey and touchpoints. Beco has been working with WebEngage, a full-stack Retention Operating System, to orchestrate omnichannel campaigns by leveraging user insights to provide a hyper-personalised end-user experience. Studies suggest that 75% of customers abandon their carts on average across eCommerce sites – that’s 3 in every 4 potential customers that will leave your checkout without paying. Working closely to address the issues, Beco came up with a creative idea to engage customers with personalized messages from Dia Mirza and created her digital IP with the help of Rephrase.ai team. This personalisation strategy is aimed to increase conversion rates for Beco through contextual messaging.

“In my role as a climate warrior, I dream to create a better future for my son and daughter and for the future generations. To achieve this, I’ve partnered with Beco to co-create their vision of a clean and healthy world.Using technology to expand this mission can help us bring more like-minded individuals to the movement and make our planet healthier and greener. I’m looking forward to working together with Rephrase and using AI for greater impact”- Dia Mirza, Brand Ambassador & Investor, Beco.

By offering unique, sustainable solutions, Beco offers consumers to incorporate natural methods into their homes while protecting the environment. Today, marketing and technology are emerging as complementary disciplines whose convergence offers a wealth of benefits and business opportunities for improving customer journeys and experiences online.

In a world where everything is evolving, it’s essential to make sure you provide every customer with an integrated solution that keeps them content. At Beco, they’re always looking for innovative ways to provide their customers with value-driven experiences.

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In Similar News

Beco Created A Digital IP Of Dia Mirza Using AI For Sending Real-Time Messages To Consumers

Airblack is an online learning platform for micro-entrepreneurs and creators. The platform focuses on upskilling its customers to help them start their businesses and is currently focused on beauty and food microentrepreneurs. Airblack follows a DIT (do-it-together) courses model, where the customers get to practice with curated beauty experts and learn from them. It also provides live workshops, online portfolio space to its customers, personalized assignments followed by feedback, and much more. Since its inception in 2019, Airblack has enabled its customers to become micro-entrepreneurs, salon owners, and freelancers. Within a year, 25,000+ learners from 500+ cities have attended various courses at a much faster pace and at a fraction of the traditional education costs.

OBJECTIVE
To leverage users’ behavioural data to build meaningful communications. To drive conversions from free trials.

CHALLENGES
Airblack’s mission is to enable more micro-entrepreneurs in India. The platform focuses on helping entrepreneurs get into the creator-first economy and convert their passion into a livelihood. To achieve this, it becomes crucial to engage and retain its customers using behavioural data and journeys. That’s when Airblack started looking for a retention platform that could meet its expectations and applied to the WebEngage Startup Program.

WEBENGAGE IN ACTION
Sending contextual campaigns to boost subscriptions Airblack provides its customers with professional beauty and hairstyling courses. To convert trial users to subscribers, Airblack crafted the right communication flow with the help of WebEngage advisors as follows. Users can opt to attend trial courses and get certificates for attending. Using emails and WhatsApp, Airblack ensures maximum attendance for these trial courses. Upon completing the free trials, users are nurtured and educated about the courses and encouraged to sign-up for the paid memberships.

KEY RESULTS / IMPACT
Airblack received 13% increase in monthly subscriptions SOLUTION Airblack wanted to build a unified profile of its customers to send the right communications at the right time. The WebEngage advisors enabled the team at Airblack to consolidate the user data on the WebEngage dashboard. By using WebEngage’s Customer Data Platform (CDP), Airblack gets a unified view of its customers based on various touchpoints and events like attending free trials, booking free trials, landing on the home page, viewing a video, and so on. The user data and events are then used to trigger campaigns across different stages of the users’ journey.

TESTIMONIALS
“When you start your journey into marketing automation, there are hundreds of things to solve. The WebEngage team is very consultative and helps us focus on the right things that matter across stages. Today, in our marketing funnels and journeys, we can not imagine our life without WebEngage.” Name: Videt Jaiswal Designation: Co-Founder, Airblack “ The WebEngage Startup Program helps us, right from scoping out the use cases to implementation and trying out different strategies to build meaningful communications with customers. It has been a great experience of learning together and impacting our customers’ lives. The best part of this journey is the sheer amount of help and support we have received from the WebEngage team from the beginning.” Name: A Vaibhav Raj Gupta Designation: Co-Founder

Original Story

In an interaction with People Matters, Mili Panicker, AVP – HR & People Operations at marketing automation and customer data platform WebEngage, shares insights on how recruiters can ensure better decision-making and maximise their chances of recruiting efficiently.

Why do you think recruiting continues to remain a challenge even today?

Recruiting is an important process for companies and job seekers alike. Especially with hybrid and work from home opportunities, recruiters today have access to a global talent pool and vice-versa.

However, recruiting is not as easy a task as it sounds and has often gone wrong, leading to issues such as employee dissatisfaction for the new recruits. Whereas, for the companies, statistics suggest that hiring the wrong person can cost up to 30% of an employee’s annual package in addition to the cost of recruitment and onboarding.

And the vacant positions continue to remain a challenge for recruiters.

How should recruiters approach the process of recruiting?

Recruitment is never going to be easy, however, it can be done with ease. Having a recruitment workflow is the best way to approach the process.

A lack of recruitment workflow can lead to hiring the wrong people for different teams, and sometimes also lead to drop-offs of the best of talent in the pipeline. The idea here is to involve the key stakeholders in the role and let them gauge the right fit.

For instance, a standard template for recruitment workflow can be:
-Publishing the opening
-Shortlisting people through different sources
-HR screening
-Assignment/case studies
-Interview Rounds
-Salary discussion, and so on.

How can recruiters maximise their chances of recruiting efficiently?

Not having the clarity of role, leading to a poorly defined or outdated job description, is the most common mistake that can affect the efficiency of the process. The reason for this is that most companies prioritise speed over quality while recruiting.

Once the urgency to fill in the positions is understood, HRs must keep in mind that they’re starting the search with a defined persona of an ideal candidate. A balance between speed and quality in the hiring process can maximise the efficiency of the recruiting process.

As industries/ companies are advancing, job roles and requirements are changing. Therefore preparing a detailed job description becomes critical. A well defined updated job description should lay out job responsibilities, must-have/good-to-have skills, and knowledge set, and also identifying the core metrics they’d be responsible for or aiding in, needs to be detailed.

We, at WebEngage, have a job description for each and every unique role, which gets reviewed twice in a year.

What are some smart ways of easing the recruitment process?

There certainly are smarter ways of going about it. Recruitment through employee referrals is a very well-proven mechanism and yet, is not leveraged to its strength. Studies show that employee referrals increase the likelihood of a job match by almost 6%. Candidates recruited through employee referrals stay for longer at an organisation, as compared to those hired through job portals.

Creating an employee referral policy can become a great reward system to involve and motivate your employees to spread the word.

At WebEngage, candidates who have accepted our offers and are yet to join us, are also part of the referral programme and get rewarded the same way as our employees.

There is a lot of buzz on candidate ghosting. What are your views?

Studies found that 77% of job applicants don’t receive any communication from organisations after applying for a role they advertised. This results in frustration and eventually, the candidate ghosting you.

Candidates seeking jobs tend to apply to multiple jobs at the same time, and in such a scenario, constant communication becomes imperative.

The challenge can be addressed adequately today with the smart technology available to automate candidate follow-ups to some extent.

How can recruiters ensure better decision making?

While the decision making depends on a number of factors subjective to individual job roles, there are certain don’ts here that can help with better decision making.

It is not be forgotten that the recruiters are people, who will have a natural tendency to gravitate towards people who are similar to them/resemble a previous experience in any way, leading to biases such as affinity bias, beauty bias, conformity and contrast bias, gender bias, halo or horns bias.

For instance, the candidate has resemblance in terms of looks, belongs to the same college, same town, or shares similar interests. Having such bias can lead to selecting the wrong person or rejecting the suited one.

Furthermore, this poor decision making will also lead to a lack of diversity, and so on.

In order to reach out to the right set of candidates, recruiters should avoid decision making based on biases and assumptions. Instead, a strategic hiring process, leveraging data, and technology can lead to improved decision-making recruiting processes.

– By Mili Panicker, AVP- HR and People Operations

Original Story

Customer retention is the key differentiator between enduring businesses vs those that end up struggling despite massive budgets. In 2022, retention will be the epicentre for businesses to scale revenue. If you haven’t added customer retention to your growth playbook yet, now is the time.

Most digital-first businesses lack the resources or expertise to utilise a full-proof retention engine to their benefit. Of all, the small and medium entrepreneurs struggle to break through the complexities of customer journeys, data silos, and unified targeting, which ends up pulling the businesses back to the most familiar and comfortable approach – customer acquisition.

To make the big shift in 2022, brands aiming at scaling their revenue will align their goals towards retention-led models. Here’s how they can do it.

Instil a retention-led culture
Any brand’s most potential customers are the ones they already have. According to a report by Forrester, existing customers account for more than three-quarters of annual revenue for organisations.

Brands across the globe spend a ton of money on acquisitions but ignore the gold mine they already possess – their existing customers. These users know you already and can easily convert with a slight nudge.

Persuading existing users to make repeat orders translates to profits and a long-term database of loyal customers for your business. It is imperative to instil a retention-led growth model among product and marketing teams within the organisations to power stellar retention models that ensure optimal outcomes.

Unify and activate data with customer data platform
Today, customer retention strategy is not limited to product offers and discounts; it is more than that, and that’s exactly what a customer data platform (CDP_ makes you realise. It gives power and convenience to track user data from everywhere and offers you a unified perspective of your customer activities.

Keeping a CDP in place helps brands track their user events on every touchpoint across different channels, providing an all-user-in-one-platform experience. These data analytics help brands determine the most effective messages to engage them.

An effective CDP brings all the data together in a single source of truth for businesses to activate personalisation campaigns, delivering consistent customer experiences throughout the journey and reducing user churn rates.

Deliver omnichannel customer experiences
The year 2022 is going to be about expanding customer reach and delivering consistent customer experiences across various channels – SMS, email, Facebook, web-push notifications, among others using omnichannel marketing strategies that have proven to effectively improve customer retention.

Amazon is one of the best examples of being omnichannel. Rather than limiting profile access to their website, Amazon delivers the same experience across all platforms like mobile, Alexa, smartwatches, and even in-store, allowing users to get a unified experience across channels. A little plug-and-play will go a long way in boosting engagement and brand awareness among prospective customers.

Send automated, hyper-personalised communication at scale
Marketing automation will take the engagement game to a whole new level by becoming the go-to solution for most businesses in the coming year. In fact, 82 percent of customers are more likely to share their information with companies that can provide a connected and personalised experience tailored specifically for them.

Running automated campaigns coupled with hyper-personalised interactions can help businesses keep their customers glued to the brand for an extended period.

Leading consumer brands that are prepared for customer retention in 2022
FirstCry, Asia’s largest online store for baby and kids products, boosts its repeat purchases by over 400 percent using retention-led growth strategies.
Shaw Academy, a leading online education platform, retained its existing students with a hyper-personalised and multi-channel engagement, achieving a 25 percent boost in revenue.
Toppr, India’s booming after-school learning app, leveraged personalised campaigns and uplifted its conversions by 133 percent.
TravelTriangle, India’s leading online travel aggregator (OTA), increases its returning users by 20 percent through behaviour-based targeting.

Retain or retreat
Retention is no more an option. It is the only way to preserve potential users and climb the revenue ladder. Businesses that are yet to adopt a retention mechanism have either perished or are struggling to survive. These brands have already lost out on more than half of the customers for nothing.

So, the big question that lies in front of the brands is whether they want to retreat or build their business with a retention-led growth model powered by the right retention stack?

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22% increase in transactions in 6 months

Set up in the year 2019, FamPay, India’s first neo-bank for teenagers, aimed to raise a new financially aware generation of Indians who understood the fundamentals of personal finance and are capable of making decisions in their best long-term interest.

With FamPay and its numberless card, even minors are capable of making online and offline payments without the need to set up a bank account. Parents can top up the child’s FamPay account and let them spend, under their supervision.

The process

FamPay enrolled in the WebEngage Startup Program where it was provided with mentorship for strategy building for customer analytics and engagement. The program helped FamPay improve their customer engagement through the WebEngage dashboard.

The team at FamPay also had access to a hub of resources including help guides, industry expertise and technology support to aid them to take swift decisions and actions.

FamPay was able to run campaigns using channels like Push, SMS and WhatsApp and witness the difference in conversions from day one itself.

300% increase in value of loans disbursed

CASHe is India’s most accessible credit lending app which instantly underwrites and disburses short term loans to people who have never had a credit history. Through this app, any person above 18 years of age with valid employment proof and an income of more than Rs 12000 per month can avail a loan.

There were two challenges that the company was facing. Firstly, there was a lack of unified view of each potential borrower. Secondly, the company was facing the challenge of keeping a track of the borrower’s action at scale.

CASHe also wanted to have a maximum conversion rate of their leads into borrowings. Additionally, they wanted to increase the percentage of their repeat customers.

The process

CASHe deployed WebEngage’s Customer Data Platform (CDP) and Omnichannel Campaign Manager, to engage and retain maximum borrowers.

To solve the challenge of encouraging the leads to convert into borrowers, WebEngage collaborated with the teams at CASHe to consolidate the leads’ data on the WebEngage dashboard with an aim to have a unified view of each lead.

To ensure a repeat in loan customers, CASHe started an event trigger ‘Loan Status Change.’ This was a custom event defined by CASHe on the WebEngage dashboard triggered when a borrower’s loan status changes from loan approved to amount disbursed, the amount disbursed to amount repaid, and so on.

After the event trigger, the journey would check if the borrower who has requested a loan is eligible for another loan, and more. If all these conditions are satisfied, then the journey proceeds and waits for some time for the borrower to avail a loan without a nudge. If the borrower doesn’t avail the loan themselves, they receive contextual communication across different channels like Email, SMS, Mobile Push, and IVR.

Creating a multi-channel business

Established in 2011, Edelweiss Tokio Life, a joint venture between Edelweiss Financial Services and Tokio Life, was looking for ways to make their customer’s journey interactive and simple at every touchpoint.

Their challenges included communicating with customers, especially via mobile, leveraging customer data, qualifying, and segmenting prospects. The organisation was also looking at ways to lower its costs, while increasing efficiencies throughout their customer lifecycle.

The process

To successfully nurture each lead, WebEngage equipped Edelweiss Tokio Life with the right
technology support at every step of their lead nurturing process. Edelweiss Tokio Life used a personalized approach to lead nurturing, creating unique experiences and tailored content using WebEngage’s Journey Designer. The result was an enormous uplift in conversions and customer loyalty.

Today, with a robust integration with WebEngage, Edelweiss Tokio Life sends out more than thousands of emails each day to their massive user base, resulting in impressive click-through and conversions.

Original Story

In Similar News
WebEngage’s Retention Operating System A Game Changer For FinTech and BFSI
WebEngage’s Retention Operating System A Game Changer For FinTech and BFSI
WebEngage’s Retention Operating System A Game Changer For FinTech and BFSI

Founded in 2014 by husband-wife duo Megha and Pritesh Asher, Juicy Chemistry was established to provide simplified skincare. The D2C brand offers a 100+ product range of natural and organic skincare products consisting of basics from cleansers, toners, and moisturizers to innovative naturally-activated serums. In 2022, the brand set up its flagship store in Chennai – a mark of its foray into the offline retail space.

OBJECTIVE

Juicy Chemistry’s online business is split between its website and mobile application, with most shoppers preferring the website. The business also caters to a range of shoppers, from loyalists to variety-seeking, one-time shoppers.
Hence, the main objective was:
1. To tailor and maximize the impact of communications on each persona, and
2. Track the effectiveness of campaigns and the impact generated

CHALLENGES

1. Lack of access to data and metrics
2. Unable to create dynamic segments to target users better
3. Detailed analysis of conversions, such as the type of conversion (Click-Through, Send-Through, Open-Through) or user-level conversions data
4. Centralizing all journeys across retention channels (Email, WhatsApp, and SMS) to ensure a richer, seamless user experience

WHY WEBENGAGE

While another service provider that Juicy Chemistry previously engaged with provided primary data and metrics, certain features remained absent. WebEngage became one of the most effective user engagement and retention platforms. Juicy Chemistry wanted to solve specific issues rapidly, and the team at WebEngage seemed ready and eager to help. WebEngage’s analytics, segmentation, personalization, and engagement channels help businesses get a 360° view of their users, products, and campaigns, which we also aimed to achieve. The easy-to-use dashboard made it simple to
compare the impact of each channel of engagement and helped growing businesses maximize the impact of retention.

WEBENGAGE IN ACTION

WebEngage allowed Juicy Chemistry to test email communications ensuring higher inboxing in non-promotional folders. The vast array of analytics available on the platform allowed Juicy Chemistry to experiment with channels, segments, timings, and messaging, resulting in better engagement. Consequently, this has led to a higher relevance among the returning users and improved conversions.

KEY RESULTS / IMPACT

1. A 4.5X growth in Email Conversions and 2X improvement in Email Open Rates (May compared to JFM Quarter, 2022)
2. 30% growth in the contribution of retention channels toward overall revenue

SOLUTION

Juicy Chemistry was able to improve the overall health of their retention efforts. Using fewer sharply targeted communications, they improved the share of retention within overall revenue, and they continue to optimize channels, segments and spends using detailed analytics from WebEngage.

Original Story

We covered the likes of edtech platform Simplilearn and D2C cosmetic and personal care startup MyGlamm to understand how startups approach retention challenges, boost engagement and increase the overall Customer Lifetime Value (CLV). And how leveraging latest marketing techniques helped them strengthen customer loyalty and widen their repeat user base.

Little has changed over the last year. Though the Covid-19 scare has subsided to some extent, new virus variants continue to plague our lives, making lockdowns and other restrictions almost routine. In the midst of uncertainties, many companies have found a new way to recoup lost sales by adopting the digital way of doing business.

And those already in the ecommerce landscape are focusing their efforts on improving customer experience by customising user interaction. According to a Pwc report, 73% of customers point to customer experience as an important factor while making a purchase. To break the data silos and send effective and targeted messages and campaigns, brands require a data-driven approach.

Which is why, companies today are turning to third party providers like WebEngage to analyse consumer behaviour and buying patterns and convert this data into actionable insights. Thus, helping them streamline their marketing processes.

Original Article