Automate contextual communication at scale using an API call

Hey Reader,

Here is your Tip of the Week from EngageClass! We sincerely hope that we will once again help you do more with WebEngage with our latest tip. We hope you enjoy reading and implementing this one!

Automate contextual communication at scale using an API call

Problem Statement

No matter which industry you operate in, personalizing your communication is the key to effective user engagement and retention. 

Suppose you run an E-commerce platform where users can shop perfumes. To increase your GMV, you want to recommend the right perfumes to your users based on their preferences, past purchase history and behavior. It's easy to send personalized recommendations to limited users. 

But how can you do it for thousands and millions of users? 

We’ve got you covered! 🙂

You can use the call an API functionality on the WebEngage dashboard.

An API call enables you to insert/update the information about your users. Using this information, you can send personalized communication at scale using the WebEngage Journey Designer. Here’s how it works!👇

How to automate contextual communication at scale using an API call?

By calling an API, you can establish a connection between the WebEngage dashboard and your business (Server, CRM system, PoS system, etc.) that enables the two entities to exchange information as and when needed. This data can then be used to personalize all communication sent through the WebEngage dashboard. 

Calling an API from your WebEngage dashboard is easy and a quick 3-step process:

Step 1: Drag and drop the ‘Call an API’ block on the Journey Designer canvas.

Step 2: Click on it to build the API request.

Step 3: Branch out the Journey from the block to continue the Journey for a user, based on the API call status.

An API call enables you to:

• GET specific details of a user from your server to personalize a campaign sent through the Journey.

• POST details of a user to your server to create a new user, Event or User Attribute in your database.

• PUT specific details of a user in your server to update an existing event or a user attribute's value as per the user's latest interactions with your app/website.

• DELETE a user or their details (User Attributes/ Events) in your server database.

Let’s understand how an API call supports user engagement efforts across industries:

Send personalized product/service recommendations 📲

Suppose you run a classifieds platform where users can avail different services like Home improvement, Properties & rentals, Health & wellness, and more.

To cross-sell and up-sell relevant services, you maintain the data logic in an excel sheet.

So, how can you offer personalized recommendations at scale?

Using SheetLabs, you can convert your excel sheet into an API call and then use the fetched data to send personalized communication to your users.

Read how Sulekha does it and increases its revenue by 2X.

Nurture leads with contextual communication 🧔

Suppose you run an insurance business and to nurture your leads; you run several campaigns. As a result, you categorize your leads based on their disposition status:

Non-contactable: leads who are now unreachable due to some reason

Follow-up: leads with whom further discussions are required

Call-back: leads who are interested but want more details at a suitable time

Nurtured: leads who are onboarded and know enough about your brand to make an informed choice

The leads continuously transition between these statuses. When these transitions happen, context changes. For example, you cannot send a Call-back message to a lead who has already purchased a policy from you.

So, how do you automatically update your leads' status in the CRM or any third-party system without any manual intervention?

Using call an API block, you can transfer data from the WebEngage dashboard to your CRM (or your internal database) as soon as the leads' disposition status changes.

Read how Edelweiss Tokio Life does it and witnesses a 47% uplift in conversions. 

Automate multi-sided communication 👪

Suppose you run an EdTech business with 3 stakeholders - the teacher, the parent, and the student. Students interact with the platform, parents track their kids’ progress on the app and teachers run offline centers. The parent is the decision-maker, while a 6-7-year-old child is a consumer.

If you concentrate on consumers, you will end up sending fee payment reminders to 6-year olds!

So how can you send relevant communication to the right stakeholder?

Using WebEngage’s website and app SDK, you can capture all user events and create separate accounts of different entities - the teacher, the student, and the parent on the WebEngage dashboard.

The next step is to ensure that all the data flows seamlessly between different accounts. 

For example, as soon as a student’s fee payment is due, the student account can trigger an API call that sends the necessary event details to the parent’s profile. The parent account would then shoot a reminder email to the parent enabling automated, contextual communication.

Read how Cuemath does it and witnesses a 15% uplift in student fee payments.

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So, what are you waiting for?

Use An API Call Now

Got questions? Please feel free to drop in a few lines at support@webengage.com or get in touch with your Account Manager in case you have any further queries. 

Happy Engaging!