Based out of Bengaluru, India, Happilo is a gourmet health food brand that strives to give its users one of the largest collections of dry fruits & snacks for a quick fix to mid-meal hunger pangs. 

Their offerings include dry fruit & nuts, berries, several spreads, dry fruit bars, brittle nut mixes, trail mixes, and more. Happilo successfully delivers close to 1 million packs every month and has built a solid reputation by serving its customers with a premium range of healthy gourmet snacking options since 2016.

An FSSAI-certified company, the products have zero cholesterol and are gluten-free. Happilo products are available across all airport stores, e-Commerce platforms, modern trade & class general trade stores.

Key features used:
The Happilo team began by deploying WebEngage’s personalization stack on their platform. By incorporating & analyzing user attributes & behavior, the team enabled users to engage with them holistically, thereby giving them the optimal platform experience.

Features used:

Website personalization – In-line 
An in-line campaign (web personalization) enables you to create personalized experiences for your website for each user based on different custom events and user attributes.

Happilo’s Objectives & Challenges

The Happilo team onboarded WebEngage to increase its Customer Lifetime Value (CLTV) and reduce the Customer Acquisition Cost (CAC). Moreover, they wanted to achieve the following with WebEngage:

• Improve retention rate
• Improve repeat order frequency

Their challenges included:

• Lack of personalized & relevant content for users
• Low user retention rates

Happilo began integrating and running website personalization use cases to solve these challenges and achieve their objectives. Instead of building their website with codes and complex text stacks, they integrated all their data on the WebEngage platform.

Results

By onboarding WebEngage, the Happilo team was able to achieve: 

The post Happilo, A Rising Health Food Brand, Achieves Up To A ~300% Increase In Conversions With WebEngage’s Web Personalization appeared first on Webengage.

To match users’ expectations in Egypt, Jalal Abu-Gazaleh founded Gourmet Egypt in 2006. It is an online supermarket stocked with fresh groceries, frozen food, ready-to-eat, and heat-n-serve products. The brand’s sole aim is to deliver safe, nourishing, and delicious food at users’ doorstep!

It’s a household name in 8 prime locations of Egypt namely Cairo, Alexandria, and the Red Sea to name a few. It has 12+ physical outlets along with a strong online presence.

Adopting the right retention platform that meets Gourmet Egypt’s needs

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

• Engage with the users in a personalized manner
• Retain maximum users
• Reduce abandoned carts

Here’s a glimpse of some of the use cases implemented by Gourmet Egypt using WebEngage. If you want to get detailed insights into their success story, you must check out the detailed version.👇

Goals

• Deliver worthwhile food ordering experiences to the users
• Boost the number of orders placed on the Gourmet Egypt app
• Improve user retention

Challenges

• Engaging users at every stage of their lifecycle
• Monitoring user actions and reaching out to them contextually

Solutions

Accelerating first-time purchases via personalized, multi-channel communication

Gourmet Egypt has over a hundred thousand Monthly Active Users (MAUs) and to understand such extensive data thoroughly, their Marketing team transferred all the users’ data onto the WebEngage dashboard. Then, they engage with the users who have uninstalled the Gourmet Egypt app with personalized communication across multiple channels. This contextual communication encourages the users to reinstall the app and avail exclusive offers.

Encouraging cart abandoners to complete their purchases through real-time, automated campaigns

Cart abandonment is a challenge that almost all online marketplaces face. However, motivating the abandoners in the right way can turn the tables around. And that’s what the team at Gourmet Egypt did. They have built an event-triggered journey on the WebEngage dashboard for all those users who don’t checkout within 2 hours of adding products to the cart. And further contextual communication is sent to the users via this journey across multiple channels including Web push, Mobile Push, and Email until the conversion event, Checkout Completed occurs.

Reactivating lost users by sending action-based communication

To retain and bring back lost users, the team at Gourmet Egypt decided to first analyze its app uninstall trends on the WebEngage dashboard. Upon analysis, they got a clear understanding of which channels and devices were resulting in maximum app uninstalls. To tackle the challenge of app uninstalls, the team decided to contextually engage with the churned users encouraging them to reinstall the app and continue ordering food with the help of action-based user journeys.

Results

Having accurate data and a unified view of the users has helped Gourmet Egypt to execute highly effective multi-channel user engagement campaigns. These campaigns have enabled the brand to improve its users’ experiences and draw deeper insights into their users’ behavior to further improve user engagement!

The WebEngage Effect

The post Gourmet Egypt, an online supermarket, recovers 48% of abandoned carts & increases retention rate by 20% appeared first on Webengage.

elmenus is Egypt’s booming online food discovery platform that helps people discover and order food from over 12,000 restaurants in Cairo on its mobile and web app.

Founded in 2011, elmenus saw a gap in the market for the delivery of high-quality, beautifully presented meals that catered to local tastes. With an aim to bridge this gap, the company provides a social, visual, and personalized experience to users.

Users can upload photos of the dishes they have ordered and directly provide feedback to restaurants. On the other hand, restaurants can post menus with pictures, prices, and sizes of the dishes.

To provide a seamless and memorable online food ordering experience to its users, elmenus partnered with WebEngage to power its user engagement and retention.

Here’s a glimpse of the use cases and goals elmenus solves using WebEngage. If you want to get detailed insights about elmenus’ success story, you must check out the detailed version. 👇

The Objective

• Increase the number of orders placed on the app
• Improve user engagement & retention
• Drive more revenue
• Foster brand loyalty

The Challenges

• Lack of a unified customer view
• Siloed engagement channels
• Delivering hyper-personalized user engagement at scale
• Targeting user based on their behavior & preferences

The Solutions

The team at elmenus consolidated all the user data from various touchpoints on a single platform i.e. WebEngage’s marketing automation platform. The data from the user’s first visit to the elmenus app to the latest interactions were gathered under a single user profile.

Making use of the actionable data, elmenus then designed multi-channel journeys to tackle the challenges and drive app engagement:

1. Encourage app users to place their first order

elmenus wanted to effectively engage new app users right after they have installed the app. And encourage them to place the order by offering a discount code. To solve this, elmenus runs multi-channel user journeys to contextually engage with inactive app users at scale. It also delivers timely and personalized communication to drive app engagement and conversions.

2. Solicit restaurant feedback from users

To foster brand loyalty and drive business growth, elmenus wanted to get feedback from users about the restaurants, and the food they have ordered on the app. For this, elmenus runs a customized user journey to send personalized communication to users in their preferred language, based on their real-time interactions with the app, for maximum conversions.

3. Increase order frequency

elmenus realized the importance of user retention early on and was looking to engage with the segment of active users and send ongoing offers and personalized food recommendations to drive conversions. elmenus adopts a targeted journey to engage users based on their actions performed on the app and delivered hyper-personalized communication on their preferred channels like email, SMS, mobile push for maximum engagement.

4. Convince cart abandoners to place the order

elmenus was experiencing high cart abandonment rates on its mobile app and was looking for a way to encourage cart abandoners to complete the purchase. To solve this, they leverage an event-based journey for all those users who add dishes to their cart but do not complete the order within the specified time. A timely and personalized push notification is then delivered to the users’ phones nudging them to place their order on the app.

Results

Having a unified view of the users helps elmenus analyze the user’s behavior and preferences on a granular level and execute targeted multi-channel campaigns at scale. This helps them to significantly drive app engagement and increase the overall retention rate.

The post elmenus, Egypt’s booming food discovery platform, witnesses 25% increase in conversions with multi-channel engagement appeared first on Webengage.

EazyDiner is an instant restaurant table booking platform founded in 2014 by a collective group of renowned and highly experienced chefs and hoteliers across the world. EazyDiner offers table reservations at 6000+ registered restaurants in Delhi NCR, Mumbai, Bengaluru, Pune, Chennai, Kolkata, Goa, Ahmedabad, Jaipur, Hyderabad, Chandigarh, Lucknow, and Dubai on the EazyDiner app and website with guaranteed offers.

“About 20 percent of the seats in a restaurant go vacant everyday. On weekdays, this number shoots up to 50-55 percent”, said co-founder & COO of EazyDiner, Rohit Dasgupta.

Considering the facts, EazyDiner decided to help diners make reservations at restaurants within minutes, and for restaurants to be able to offer and take bookings seamlessly.

To solve this, EazyDiner tried a couple of marketing automation tools before switching to WebEngage. But they weren’t really satisfied with the on-boarding experience. And when the start is rocky, unpleasant experiences follow. So before joining hands with WebEngage, the EazyDiner team had specific expectations and challenges.

Expectations and Challenges

1. Integration and support

Integration was the most important part of the process as nothing moves forward unless the right channels, events, and platforms (like Google Analytics, CRM, etc.) are integrated into the marketing automation platform. So the EazyDiner team wanted to complete the integration process soon and without much hassle. But due to their past experience with other marketing platforms, they were skeptical about whether we will provide a simple process and adequate support.

2. Data was strewn across multiple channels and mediums

Since EazyDiner’s user data was strewn across channels and mediums, sending out multi-channel communication was extremely challenging. They were also using various tools including CRM and social media. Integrating data from across these touchpoints and mediums was extremely challenging. Additionally, push notifications are pivotal to their business – so EazyDiner wanted to have push notifications up and running without any glitches.

3. Timeline

The business is in its important growth stage – so the team didn’t want to go through a lengthy onboarding phase. They were expecting to have the integration completed within 5-6 weeks.

4. Specific use cases

EazyDiner had a set of primary use cases – some also required specific channel/medium integrations.

• Location-based targeting: A user looking for restaurants/offers in a particular area must get relevant communication about the restaurants in that area.
• User targeting: Personalized communication must be sent to a set of users who did or did not do a specific event.
• Multi-channel engagement: Depending on the user’s past actions and behavior, relevant communication must be sent across multiple channels.

5. Campaigns

Based on the use-cases mentioned above, EazyDiner wanted a no-frills and quick campaign execution that also helps them save their human hours. They aimed at having their integration done in such a manner that it helps them plan and execute their campaigns easily and strategically.

WebEngage at work

When the onboarding phase started with EazyDiner we stuck to a multitude of elements that ensured a customized, hassle-free onboarding experience for EazyDiner. Here’s how we did it:

1. Aligned our team

Yes! We’re talking about our team. As soon as EazyDiner signed up, we assigned an onboarding manager and a customer success manager to take care of the account. The managers conducted a kickoff meeting with the stakeholders at EazyDiner and deep dove into EazyDiner’s use cases, expectations, and challenges.

2. Set the stage for EazyDiner’s expectation

The managers then found the ins and outs of EazyDiner and promised an initial go live with a handful of use cases. So that EazyDiner can actually see if the integration is working fine and as expected. The onboarding manager also laid out a Scope of Work (SOW) which sets things clear and brings both the teams on the same page.

3. Defined the milestones and timelines

We mutually chalked out an onboarding plan that included deadlines for every particular thing. This helped in achieving the onboarding milestones and sticking to the turn-around-time (TAT). The onboarding expert broke down the integration process into a four-week process.

4. Fused the user data into a single platform

We collated the user data from across the channels and mediums and stored it on a single platform i.e. our marketing automation platform.

EazyDiner’s data unified into a single platform

User data is stored in the WebEngage dashboard by uploading the historic/new user data in a CSV format

5. Provided dedicated human assistance

Along with the integration manuals, product tutorials, documentation, and educational emails, our onboarding manager played a proactive role in ensuring and aiding the EazyDiner team at every stage of integration. The manager provided one-to-one training and assistance.

6. Enabled real-time indication

We have a progress meter for each function of integration. The color of the success meters for every function changes from red to orange to green as the integration progresses from undone to in process to completed respectively.

The live progress meter on the WebEngage dashboard

7. Solicited feedback at every level

For us, it’s never too late to ask for feedback. So during the integration phase, our team sought feedback from the EazyDiner stakeholders on the completion of every milestone. We made checkup calls to ensure that everything happened correctly and as expected. We do this regularly even after the onboarding process is over.

8. Simplified the use cases and introduced automated journeys

• Location-based targeting: We enabled the geofencing feature to ensure that a user looking for restaurants/offers in a particular area gets exact communication about all the restaurants in that particular area.

• Segment-based user targeting: We recommended creating segments of users depending on their past actions and behavior. This helped them in deciding the next best communication and send it in a personalized manner.
• Cross-channel engagement: Instead of sending messages on different channels in an ad-hoc or bulk fashion, we suggested creating cross-channel journeys – to help EazyDiner orchestrate their campaigns across channels throughout the customer lifecycle.

FINAL THOUGHTS

Customers are smart enough to make their own success. But they expect certain outcomes by using your product.

Before switching to WebEngage, the EazyDiner team was unsure about associating with us for an optimum period. They had their concerns and challenges to be taken care of. One of the biggest concerns was product integration. The onus, as a solution provider, was on us to handle their concerns and solve their challenges.

Deploying a dedicated onboarding manager transformed the entire onboarding experience for EazyDiner. The hassle-free integration process, live updates, one-to-one product training, and timed processes fostered our relationship with the EazyDiner team. Today EazyDiner communicates with over 7 lakh users via our marketing automation dashboard and has been seeing commendable conversions.

The crux of it all? SaaS customer onboarding can make or break your customer retention!

Also read: Why is SaaS customer onboarding important?

The EazyDiner team with Keyur Dhami (on the left) from WebEngage

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The post How EazyDiner, India’s top restaurant table booking app, completed onboarding and went live within 28 days appeared first on Webengage.