Reading Time: 2 minutes

This affects WhatsApp Marketing messages sent to customers only in India

If you are a brand using WhatsApp as a marketing channel to engage customers in India, WhatsApp’s recent deliverability rules update is something you need to know about. 

Understanding the New WhatsApp Changes

No. of messages that a customer receives and time-period of capping are subject to WhatsApp discretion

WhatsApp has recently introduced a significant update called “Per-User Marketing Template Message Limits,” which affects the deliverability of a brand’s marketing messages on WhatsApp.

As a result of this rule, there is a limit on how many brands can send messages via WhatsApp and, subsequently, the number of messages an end customer will receive over a certain time frame. WhatsApp will select the brands based on metrics such as their read rates, engagement levels, etc.

MoEngage Tip: WhatsApp will keep adjusting these limits occasionally, and you will have to stay sharp and be even more mindful about your WhatsApp marketing.

How Does it Affect You?

This change affects brands and marketers using WhatsApp as a marketing platform and specifically affects marketing template messages sent using WhatsApp Business templates. 

However, not all messages are restricted: 

• Ongoing customer service chats within a 24-hour window are not affected. 
• Click to WhatsApp Ads remain unaffected. 
• Your transactional and utility-templated messages, such as OTP shares, are also unaffected. 

But, a point to note – if your messages aren’t resonating with your audience, your delivery rates might significantly decrease. 

MoEngage Tip: The more a brand’s messaging is read and engaged, the higher the likelihood of it falling within the top brands allowed to send messages to a particular customer.

Why this Change?

WhatsApp is increasingly focusing on customer experience and strives to ensure customers have an enjoyable experience on WhatsApp. Reducing ad clutter and spam is a step in this direction.
While this is good news for customers – it is also an excellent opportunity for brands to personalize messages and stand out. This means that when your message gets delivered, it will have a bigger impact as it will be one of the few your audience receives, ensuring they aren’t feeling overwhelmed. 

What Can You Do?

To secure a spot among the top brands for a customer, we recommend implementing the following:

Immediately:

• Use your messages to engage more deeply and start conversations to leverage the 24-hour conversation window.
• Bifurcate Marketing Templates and Utility Templates Effectively 

Optimize your WhatsApp Marketing Strategy:

• Build a hyper-personalized  Whatsapp strategy to deeply resonate with audiences and drive higher engagement. (Include aspects such as the recipient’s name, the product or category last viewed.)
• Initiate WhatsApp campaigns based on events or actions, leveraging customer anticipation of receiving a message, resulting in increased engagement rates.
• Since the “Per-User Marketing Template Message Limits” setting set by WhatsApp can vary – monitor campaign performance and adjust based on data.
• Optimize your opt-in strategy and adhere to any opt-out requests. 

Conclusion

These changes increase the importance of high-quality, engaging content. 

Even though this limits the number of messages customers receive on WhatsApp, it also presents an opportunity for you to stand out and forge a stronger relationship with your customers. 

Remember, it’s all about delivering the best experience to each customer, and these deliverability rules are based on the total number of marketing messages each customer receives from all brands, not just yours.

What to Read Next

• Maximizing WhatsApp Engagement: Native Integration v/s Custom Connectors
• The Power of Using WhatsApp With MoEngage
• What Is Conversational Commerce and How Can It Help Your Business?

Reading Time: 13 minutes

In the ever-evolving world of B2C marketing, failing to consider the customer journey in your strategy can have dire consequences on your North Star metrics.

Consider Sarah, a seasoned B2C marketer tasked with promoting a new loyalty program for a high-end fashion brand during Halloween. Sarah was excited to launch this new campaign and did an excellent job with her choice of copy and creatives for their push notification and email campaigns.

However, she made a critical error. She overlooked how all these components fit into the overall customer journey and how best to leverage the campaigns she’d designed to engage customers effectively. The result was a subpar campaign execution and below-average engagement:

• Customers who had uninstalled the mobile app received an email about the perks of being a loyal customer. 😑
• Unhappy buyers who had given a negative review to the mobile app got a push notification asking them to refer their friends! 😡
• Customers with just one purchase over six months ago were informed about signing up for the loyalty program. 😖

Sarah’s eye-catching visuals and tailored copy text weren’t enough to save her campaign, and the loyalty program launch was disastrous, failing to activate customers at the right points in their customer journey.

As a B2C marketer, you have a pivotal role in shaping customers’ experiences with your brand. Unlike the B2B buying process, B2C shopping is all about speed and convenience. For B2C brands to succeed, they need to develop customer journey maps that empower customers to proceed through the buying process smoothly.

To help you craft engaging customer journeys that meet your consumers where they are, we explore what B2C customer journey mapping is and why it’s vital for B2C brands to maximize engagement. We also look at nine B2C customer journey map templates that brands can use to plan out customer journeys that engage customers effectively using MoEngage.

What is B2C Customer Journey Mapping?

B2C customer journey mapping is the process of designing customer journeys specifically for business-to-customer use cases. That means crafting intuitive customer experiences and campaigns that let customers transition between online and offline channels to interact seamlessly with your brand.

Unlike highly complex B2B customer journeys that require a lot of time spent nurturing the customer and conveying their value proposition, B2C needs to be more direct, fast, and engaging. Consumers still consider value propositions, but the buying process is much shorter and less deliberate. Your B2C customer journeys need to cut to the chase and elicit engagement quickly to drive B2C engagement.

What’s different about building a B2C customer journey map?

In general, B2C buying processes aim to be short and simple, intended to make it easy for a large number of customers to complete. While there are exceptions, such as furniture, an air conditioning repair, or a family trip, most consumer purchases don’t have a labor-intensive consideration or comparison process (as B2B businesses would).

Although not true of every industry, B2C customer journeys are therefore focused more on driving quick conversions and immediate sales than driving long-term value. While still important, retention isn’t as vital to B2C brands as it is to B2B brands that rely on a lower volume of higher value clients.

Consumer-facing brands can reach out via more personal channels, like mobile push and SMS messaging. They also have a lot more freedom in matching the tone of their messaging to reflect their brand’s style, image, and vision.

Typically, B2B customer journey mapping is a more complex process, as B2B sales often involve multiple decision-makers. You don’t just have to convince a single customer you’re the best option, you have to convince key figures in multiple departments, all of whom have different goals and objectives. Since B2B brands need to craft journeys that ensure all these stakeholders are in alignment, the B2B buying process is much more intensive, exhaustive, and time-consuming.

In contrast, B2C marketers are dealing with individuals that are often looking for a quick solution. Since they make their own decision, there is often less time spent on consideration and comparisons, and the overall decision -making process is much simpler and faster. And to facilitate this pace, B2C brands need to make sure they map customer journeys that are just as fast and simple.

Why do B2C marketers need to do customer journey mapping?

For brands to succeed in the modern consumer-centric environment, they need to be able to connect with their customers in a meaningful way. To do this, they need to use channels, timing, and messaging that resonates with their customers — and motivates them to interact with their brand.

When running an omnichannel marketing strategy, these things don’t naturally fall into place, they need to be carefully mapped out. But having clearly laid out customer pathways enables brands to engage customers effectively throughout the entire process, no matter where their customers enter or exit the journey.

Customer journey mapping helps B2C marketers do the following:

• Establish a customer-centric approach: Mapping customer journeys allows you to build your brand experience around your customers by understanding and accounting for their needs, emotions, and most common pain points.
• Improve the customer experience: Clearly defined customer journeys allow you to identify pain points in the experience so you can make meaningful improvements that enhance the customer’s experience.
• Increase ROI from your campaigns: Squeeze more value out of your campaigns by using as many touchpoints in your customer journeys, deploying the right channel at the right time to maximize your conversion rate.
• Reduce abandonment and drop-off rates: Understanding where drop-offs occur most in the customer journey allows you to not only isolate abandonment, but also understand why it’s happening and make an adequate fix.
• Streamline the onboarding process: Create intuitive pathways that help you attract and onboard customers effectively and efficiently, eliminating as many blockers as possible along the way.
• Increase customer retention: Keeping customers satisfied at every step of their journey ensures they stick around for more. Effective journey mapping enables you to keep customers motivated and engaged consistently.
• Make data-driven decisions: With detailed data on customer demographics, activity, and behavior, you can design carefully crafted customer journeys that are rooted in what your costumes actually want from their shopping experience.
• Gain a competitive advantage: By investing in B2C journey mapping, brands provide a superior experience to their competition, ensuring customers choose their brand (and continue to come back for more). 

5 B2C Customer Journey Stages to Consider While Mapping

While B2C brands are typically focused most on interacting with customers at pivotal inflection points that are ideally suited for triggering a conversion event, it’s crucial to engage customers throughout their entire journey to keep their attention.

In general, the customer journey can be broken down into 5 main stages that trace the customer experience from a potential customer who has never heard of your brand all the way to a devout loyalist who will advocate on your brand’s behalf.

Remember, customer journeys are nuanced, diverse, and complex; especially omnichannel ones. Customers can (and will) enter and exit the journey at various points, rarely following it cleanly from beginning to end. It’s your job to make sure that the journey remains accessible no matter which point the customer enters, and have campaigns that cycle customers back to previous steps depending on where they enter.

Below, we look at the 5 main customer journey stages and how they apply to B2C marketers and brands.

9 Free B2C Customer Journey Map Templates for Marketers

Failing to consider the customer journey while building your campaigns can lead to disconnected experiences and poor results. But crafting a comprehensive customer journey from scratch — one that considers all potential points of interaction — is no easy task.

Fortunately, we’ve already started for you! To help B2C brands map out their customer journeys, we’ve created 9 pre-built, easy-to-follow templates for inspiration.

Each one can be customized to fit your unique industry, niche, or use case. Whether you’re looking to develop onboarding journeys or purchase funnels, these templates serve as an ideal starting point to help you build intricate, detailed omnichannel customer journeys that enable customers to flow seamlessly across all channels.

The customer journey templates provided below use our core Flows features to help you create personalized experiences, including Intelligent Path Optimizer (IPO) that lets you A/B test up to five different branches and Next Best Action (NBA) that uses omnichannel data to select the best channel and time to engage each customer.

Together, these help brands achieve high conversion rates by providing seamless experiences across multiple touchpoints.

1. Single-channel Customer Onboarding Flow

Simplifying your new customer’s onboarding journey is naturally your top priority. By using a single communication channel, such as Email, SMS, or Push Notifications (Mobile App or Website), you can streamline the onboarding process and ensure that a seamless experience greets your new customers.

Use the template below to welcome new customers and guide them through their first interaction with your platform. This template makes use of a single channel for communicating with customers during their onboarding phase.

Use This Template on MoEngage

2. Multi-channel Customer Onboarding Flow

A multi-channel approach to customer onboarding ensures you have multiple ways to communicate the value proposition of your product. Mapping this customer journey allows you to identify bottlenecks and drop-off points in the onboarding process and personalize your B2C communication.

The customer journey template below will help you welcome new customers and use multiple channels to communicate with them.

You can leverage the power of A/B testing to identify the best channel to communicate with new customers (and use this information for other onboarding Flows). This template also employs locales and conditional splits to identify each customer’s preferred language so you can send communication based on each individual customer’s preferences.

Use This Template on MoEngage

3. Increasing Mobile App Engagement

A high engagement on your mobile app indicates your customers are more likely to make a purchase and rely on your platform to fulfill their needs. Higher engagement leads to higher LTV, better customer loyalty, more referrals, and better customer retention.

To successfully drive engagement on your mobile app, you need to map the customer journey and consider multiple avenues that you can leverage to drive personalized communications.

Use the customer journey template below to engage with customers who haven’t been active on their mobile app for a few days using Next Best Action. The template uses In-app Messages and Cards to nudge customers toward a conversion goal once they open their mobile app.

Use This Template on MoEngage

4. Increasing Web Engagement

Similar to mobile app engagement, website engagement plays a crucial role in the growth of your North Star metrics. Mapping the web engagement journey helps you understand customer navigation, preferences, and factors influencing their engagement.

Mapping this customer journey helps you optimize the website effectively by using Website Banners, On-site Messages, and more.

You can use the customer journey template below to engage with customers who haven’t been active on your website for a few days using Next Best Action. The template uses a combination of Web Push Notifications, On-site messaging, Cards, and Google Ads to nudge customers toward the conversion goal.

Use This Template on MoEngage

5. Single Channel Abandoned Cart

Cart abandonment campaigns are crucial because they help you recover potentially lost sales by reminding and enticing customers to complete their purchases. Mapping the customer journey for abandoned carts and sending relevant campaigns can significantly improve conversion rates and revenue.

Use the customer journey template below to send reminders to customers who have added items to their cart but are yet to make a purchase.

The template uses the Wait For/Till Node element to send communication after a time delay and checks if the customer has abandoned the cart or made a purchase post the set interval before sending the communication. This template employs a single channel for communication.

Use This Template on MoEngage

6. Multichannel Abandoned Cart

A multichannel approach to an abandoned cart customer journey allows you to engage customers through various channels like Email, Retargeting Ads, or Push Notifications. Customer journey mapping in this context helps you comprehend where potential customers drop off and which channels are most effective for re-engagement.

Use the customer journey template below to nudge customers who’ve abandoned their carts towards making a purchase by leveraging multiple communication channels in a single seamless experience.

Use This Template on MoEngage

7. Abandoned Browse

Quite often, you will notice that your customer cohort that browses products without making a purchase grows in size. Mapping the browse abandoned customer journey will help you create strategies and ideate personalized campaigns that will help you convert browsers into buyers.

You can use the customer journey template below to engage with customers who’ve viewed products or looked up specific categories of products but haven’t made a purchase yet.

This template will help you send contextual communication and leverage the power of Intelligent Path Optimizer (IPO) to distribute customers automatically to the best-performing path intelligently using MoEngage Sherpa.

Use This Template on MoEngage

8. Periodic Customer Reactivation Flow

Reactivation campaigns are essential when you want to re-engage your dormant customers who may have lost interest or disengaged from your brand.

By reaching out with tailored incentives and messages, you can use these campaigns to revive customer relationships and boost long-term retention and revenue.

Use the customer journey template below to engage with dormant customers in a periodic manner (say, every ten days). This template leverages the power of Next Best Action to communicate with each customer in their preferred channel at the time that they are most likely to engage via that channel.

Use This Template on MoEngage

9. Multichannel Customer Reactivation Flow

It is crucial to re-engage inactive customers by mapping their customer reactivation journey. You can send personalized communication and tailored discounts or offers over multiple communication channels to reignite their interest in your platform.

Use this template to engage with customers who haven’t been active on your platform for quite some time. This template helps you send curated offers and communicate with dormant customers. Since the Next Best Action (NBA) is employed in this template, communication is sent to each customer in the channel that they are most likely to engage with and at the time that they are most likely to do so.

Use This Template on MoEngage

If you want to learn how you can take advantage of any of the customer journey templates above to optimize your own customer engagement efforts, schedule a demo with our team to see these templates in action.

Mastering B2C Customer Journey Orchestration with MoEngage

In today’s customer-centric world, building seamless experiences your customers love is no longer an option — it’s a necessity. To create experiences and campaigns that meet these demands, B2C marketers need to use customer journey mapping to understand when, where, and how customers interact with their brand.

When leveraged properly, these maps can help brands build experiences based on their North Star metrics, guiding them steadily towards their destination.

Since B2C customer journey maps can get so complex, it’s best to start with a template that helps guide you towards your goals as well, helping you build a comprehensive journey map that considers all potential touchpoints and pathways. With our strategically designed, customizable B2C customer journey templates, you can orchestrate complex customer  journeys that allow customers to enter and exit at any point in the process seamlessly.

MoEngage not only empowers you to build more encompassing, reliable journey maps, but it also empowers you to do it faster and more efficiently. Schedule a product demo with our experts to learn how we can help your brand develop accurate, reliable journey maps that empower you to build incredible customer experiences, reduce cart abandonment, and increase ROI.

Reading Time: 6 minutes

Traditional customer engagement strategies usually focus on customer behavior and actions taken on marketing campaigns. These customer events or activities taken by the customers could range from adding to cart, cart abandons, browsing drop-offs, or making a purchase. Marketers trigger communication based on these customer actions.

However, marketers can leverage another critical side of the same coin to amplify engagement and conversions—the business side of events that need customers to take specific actions.

These events are events that happen at the business end, based on which campaigns can be planned and deployed. These events can range from new app releases and updates to new show releases, back-in-stock product communication, and more. At MoEngage, we call these Business Events.

Business events help businesses engage their customers based on the occurrence of an event on the business end.

However, creating campaigns and workflows based on these business occurrences’ can be cumbersome, especially when scaling marketing efforts. How? For a shopping brand, for instance, creating new campaigns for every back-in-stock alert for thousands of products and product categories is exhausting. The same goes for an OTT brand—multiple new albums or shows are released every day. Creating, measuring, and analyzing new campaigns for each can become complex.

Introducing MoEngage’s game-changing feature that will revolutionize how you engage and interact with your customers—MoEngage Business Events.

Let’s dive into what MoEngage Business Events is all about and why it matters.

Why Business Events Is The Need Of The Hour For Busy Marketers?

Business Events helps brands achieve key business goals and optimal outcomes efficiently and effectively. For instance, you can run an automated and contextual seasonal sale campaign with Business Events to improve conversion rates and enhance customer engagement and experience. This can look like personalized and relevant product categories on discounts for segments that have previously purchased or browsed a product or category and communicating the applicable discount available for grabs.

Let’s take a look at the reasons why you should communicate key business occurrences to your customers.

Create better customer experiences and improved engagement

Business Events help improve overall customer communications and experience by facilitating personalized and contextual omnichannel customer communication with relevant segmentation.

For a travel app, a timely notification about a flight delay for customers traveling on that specific flight could help them stay updated and informed, saving them time.

Communicate business-related events to customers seamlessly

Brands can communicate with customers about new changes in offerings. For an OTT brand, this could be about a new show release that a customer segment would be interested in watching. For an E-commerce brand, a relevant and timely alert about a price drop for a product category for appropriate segments would boost purchases.

Improve conversions and revenue

An E-commerce brand can run a campaign for products and different categories that are back in stock for segments that have previously shown interest in being notified of a product that comes back in stock within one campaign. This not only improves the relevancy for the customer but also nudges them to purchase and engage with your brand. Or an OTT app can notify relevant customers about a discount on subscription packages or a new subscription package up for grabs for a limited time to boost conversions and revenue.

Win back customers

Brands can now automate win-back campaigns with Business Events! How? A travel app can send a notification about a flight price drop for a route a customer was previously browsing. Or an OTT app can nudge customers to upgrade by alerting them about the release of an eagerly awaited show.

Build stronger customer loyalty and boost retention rates

When customers receive personalized, contextual, and relevant communication from their favorite brands, engagement, customer loyalty, and retention rates improve. With Business Events, marketers can hyper-personalize their business event campaigns with content based on different parameters.

For instance, a shopping brand can personalize new product recommendations and relevant discounts on those products for interested customer segments based on location or previous purchase history. Or a BFSI brand can share an update about new government rules for customer segments that have signed up for a trading account or a credit card based on their income package.

How MoEngage Business Events Helps You Achieve Key Business Goals

Mapping your business events

Creating multiple campaigns for every business event, like a price drop alert, back-in-stock campaign or new product categories added, can become a time-consuming process. To make it easier, with Business Events, you’ll need to identify all the business occurrences you want to set up and map all of them to MoEngage. Once the setup is complete, you can trigger multiple campaigns for different business events within minutes for future campaigns by simply selecting the business event for a customer segment.

Dynamically segment customers

Sending relevant communication is vital to delivering a better customer experience. With MoEngage Business Events, you can dynamically segment customers and send them only relevant business-related communication. This way, customers are not spammed with notifications about new show releases, flight changes, or product back-in-stock communication that are irrelevant to them. This improves experience, engagement, and campaign performance.

Personalization at scale

Marketers can hyper-personalize their business event campaigns with content according to the product, series, brand, and more! They can also add personalization attributes such as location, names, previously purchased product names, and more to deliver a hyper-personalized experience.

Automate campaigns quickly

As marketing teams evolve and become innovative, the need for effective and efficient customer communication increases. But this also increases the need for automation to scale marketing efforts. Moreover, business needs change, which also requires changes in campaigns. Business Events helps automate repetitive tasks quickly, with a seamless setup. For instance, you don’t need to trigger multiple campaigns for multiple customer segments for each business event for hundreds of products and categories. It’s all automated for you!

For example, after the initial mapping has been set up, a shopping brand can trigger multiple back-in-stock alerts for multiple customer segments for specific products or categories in minutes!

Analytics for campaign optimization

Once Business Event campaigns are set up and published, you can view how your campaigns perform against campaign goals. These stats help understand which product, show, series, etc., receive customers’ maximum interest and engagement.

How To Use MoEngage’s Business Events To Create Automated Personalized Marketing Campaigns At Scale

Retail/E-commerce

• Notify customers when out-of-stock products are back in stock.
• A retail brand that regularly conducts seasonal sales for specific categories can communicate these price drop alerts to only those customers who have previously shown interest in the category or have shopped in the category before.

Streaming and OTT

• Notify viewers about new series or episodes in their preferred genres.
• A music streaming app can automatically send a new notification to subscribers as soon as an artist releases a new album. Subscribers can receive a push, SMS, or email notification if they have recently downloaded or favored five or more songs from the artist.

MoEngage Business Events can automate this customer communication. When the business event (album release) occurs, MoEngage captures it and sends a personalized notification to customers who meet the criteria (5 or more downloads or favorites). This approach can be applied to multiple album releases across millions of customers using MoEngage Business Events.

BFSI

• Alert customers about limited-time investment opportunities.
• A fintech investment app that regularly opens up its investment window for a limited time can notify relevant customers about when this window opens. You can also send this information to customers who have previously expressed interest in investing in a particular fund only.

Travel

An airline brand can communicate critical business changes to customers, such as flight delays or rescheduling. Instead of manually creating these campaigns each time a business change occurs, you can instead use MoEngage Business Event campaigns to communicate such changes to customers as they happen.

Job Portals

• Based on a jobseeker activity, nudge recruiters to take necessary actions.
• Communicate such activities as they happen to recruiters using Business Event campaigns.

Wrapping Up

Marketers have many jobs to do—creating personalized customer experiences, running relevant campaigns, and analyzing accurate insights. Automation ensures that we can do all this at scale without compromising on critical aspects.

Business Events empowers you to create and automate relevant marketing campaigns while ensuring that your critical metrics keep improving. What’s more, you can leverage Business Events to add an additional layer of customer engagement based on the business side of events that customers would find relevant or would be interested in—like back-in-stock alerts for their favorite products or brands!

Are you excited to learn more about Business Events? If you’re an existing customer, please contact your favorite customer success manager. You can talk to our experts here if you’re a newbie here.

Reading Time: 7 minutes

Do you want to introduce a reward program on your OTT platform where customers can accumulate points for the hours they’ve streamed content, and you communicate their rewards via push notifications?

Do you want to run a contest on your Shopping website where customers can submit entries, earn reward points, and win exciting prizes, and you want them to earn the prizes right away?

Or maybe you want to automate your regular weekly campaigns, suggesting the best playlists for various top genres?

Achieving all the above requires you to upload supplemental data into your Engagement platform, leading to data complexities.

If you’re looking for a solution to utilize additional data for your engagement efforts, you’re at the right place!

What Is MoEngage’s Auxiliary Data All About?

MoEngage’s latest feature release, Auxiliary Data, enables marketers like yourself to seamlessly upload supplemental data and use it to drive dynamic personalization.

With a user-friendly interface, you can quickly ingest additional data while keeping it separate from primary data. This helps you prevent data clutter that arises due to redundant attributes and variations, ensures data clarity, and minimizes confusion.

You can retain this data on MoEngage for as long as necessary! This can be for short-term use to support limited-period campaigns, with data being disposed of automatically afterward. Or, it can be for extended durations, even indefinitely, to drive personalization and support long-term campaigns.

The streamlined data management introduced by MoEngage gives your team the flexibility to drive impactful engagement at scale using supplemental data.

How Do You Know You Need Auxiliary Data?

As a marketer, analyst, or product manager, chances are you’ve been in a situation where you wanted to upload additional data that might be short-lived, or it is dynamic and changes very frequently, to your Engagement platform without depending on your data or engineering teams.

1. Your current Engagement platform does not support the upload of additional data

Marketers often want to upload supplementary data (separate from primary data) to achieve various goals such as advanced personalization, hyper-relevant engagement, or data enrichment.

But most often, their current platform doesn’t enable you to do so, forcing you to upload the additional data via primary data models instead.

2. You have a lot of data clutter, leading to confusion in decision-making

The accumulation of redundant attributes and variations is a common sight when auxiliary data is stored using primary data models.

These differences arise due to different approaches used by various teams when they organize supplementary data. It leads to a chaotic data structure, causing confusion and limiting teams from maximizing their data’s full potential.

3. You find it tedious to clean up data

Maintaining data gets too complex when additional data is ingested and stored via primary data models. Regular cleanups are required to remove outdated information, which demands tedious efforts and active monitoring.

4. You have limited flexibility in leveraging supplementary data

The hurdles and challenges associated with managing auxiliary data as primary data models often create barriers, restricting your flexibility and scalability regarding leveraging data for dynamic personalization.

5. You need to change existing processes and workflows

Generally, data teams are in charge of analyzing data and creating relevant segments. The marketing team then uses this to run campaigns.

But understanding the segments to run hyper-personalized campaigns requires comprehensive documentation, without which crucial information cannot be uploaded and used in your Engagement platform.

To seamlessly achieve this, you end up implementing changes in organizational workflows and processes involving multiple functions.

What Are the Benefits of Using MoEngage’s Auxiliary Data?

Your brand needs an easy-to-use solution that enables your marketing team to seamlessly upload supplemental data and leverage it to build personalized experiences via hyper-relevant campaigns.

With Auxiliary Data, you can:

1. Ingest supplementary data effortlessly

Through Auxiliary Data, brands can effortlessly incorporate supplemental data into MoEngage.

This data can be used for varied use cases, from enhancing personalization and targeted engagement to triggering campaigns and enriching data.

2. Simplify data management

Thanks to a structured approach to integrating auxiliary data independently of primary data models, you can prevent clutter that arises due to duplicate attributes and variations.

3. Reduce data maintenance efforts

A specialized framework for auxiliary data ingestion, combined with automated data disposal, allows brands to sidestep the challenges of merging short-term data with permanent structures.

This simplifies maintenance, eliminates the need for constant oversight, and reduces cleanup efforts by ensuring only relevant data is stored.

4. Achieve additional data flexibly

With the freedom to upload additional data, teams can seamlessly incorporate vital supplementary information for diverse use cases without altering primary data or introducing needless attributes.

This provides the flexibility to harness data effectively while preserving the integrity of the original data structure and preventing clutter.

5. Ensure organizational workflows and processes remain unchanged

Large organizations can maintain their current organizational workflow thanks to the streamlined process of effortlessly uploading auxiliary data to your Engagement platform.

Thanks to Auxiliary Data, your data teams can continue their analysis and enable marketing teams with the necessary data to drive hyper-personalized engagement.

What Is the Impact of Using Auxiliary Data?

1. Enhance campaign performance metrics

Marketers can improve engagement metrics, such as click-through rates (CTR), email open rates, and overall campaign interaction through hyper-relevant campaigns with personalized messaging.

2. Improve customer experience

You can drive higher customer satisfaction and loyalty scores by building personalized and memorable customer experiences on and off your platform.

3. Reduce resource wastage

Auxiliary Data’s streamlined data management and reduced maintenance efforts prevent unnecessary resource wastage, allowing you to allocate resources more efficiently and strategically.

4. Improve decision-making processes

Analysts and product owners can accelerate insight gathering by looking at enriched data from auxiliary sources, leading to quicker and more informed decision-making processes.

Examples of Auxiliary Data

Here are a few examples of the different additional data that brands upload to MoEngage’s Auxiliary Data and utilize for their engagement campaigns:

• Survey/feedback data: Collected feedback and ratings to improve your products or services.
• Product recommendations: Custom personalized recommendations for specific segments and cohorts.
• Recurring campaign content: Content/copies and dynamic variables that can be used in recurring campaigns
• Limited-time loyalty/reward points: Earned and redeemed loyalty points to share relevant rewards.
• Webinar/event/contest data: Interest of registrants or attendees for tailored engagement and follow-ups.
• Campaign-specific data: Storing content for recurring campaigns or audience-targeting data provided by centralized teams.
• Offline engagement data: Upload engagement data from offline marketing campaigns, physical stores, and retail outlets.

Apart from these, some brands, especially in the BFSI and Healthcare industries, may also upload short-lived confidential data to MoEngage, such as PII, and use that data to personalize communication with their customers.

How Can Brands Use Auxiliary Data?

Brands can leverage Auxiliary Data to drive multiple use cases (not limited to only the following):

• Personalized campaigns: Seamlessly upload supplemental data to drive personalized campaigns, ensuring relevant messaging.
• Targeted Engagement: Effortlessly drive targeted engagement by quickly uploading segments through Auxiliary Data using files.
• Auto-refresh recurring campaigns: Upload campaign content that can be periodically auto-triggered in recurring campaigns.
• Bring your own recommendations: Upload your own tailored product or content recommendations.
• Legacy data ingestion: Organizations using legacy platforms can efficiently incorporate data by uploading files and simplifying engagement without complex integrations.

Retail and E-commerce brands

A Retail brand can host a flash contest, inviting customers to submit entries, earn reward points, and win exciting prizes. Using Auxiliary Data, the brand can upload the contest entries, including the winning tier and accumulated points, to congratulate the winners and remind them to redeem points for offers.

An E-commerce brand can upload tailored coupon codes for customers using Auxiliary Data to trigger promotional discount campaigns

After an in-store feedback survey, a Retail store can upload the survey responses for a short time. They use this data to send personalized ‘thank you’ messages and tailored offers to visitors based on their feedback

An E-commerce brand using legacy systems would like to upload campaign-specific customer segment data received from the central data team to trigger a winter sale campaign without complex data integrations.

Banking and Fintech brands

A bank triggering monthly credit card statements can upload the last 4 digits of the credit card and the amount due through a file using Auxiliary Data to trigger payment reminder emails.

A Fintech brand frequently updates its monthly credit card promotions and needs to include the latest offers in its email campaigns, which engage all customers. They can use Auxiliary Data, allowing marketers to upload this information easily.

A bank with centralized data management and multiple regional subsidiaries shares regional customer segments with local teams for personalized communications, ensuring regional privacy. Local teams can utilize Auxiliary Data to upload this data to drive engagement.

Media & Entertainment (OTT) brands

A music streaming platform triggering weekly top music recommendations for each genre can automatically automate these campaigns and upload content easily.

After conducting a viewer satisfaction survey, a video streaming platform can upload survey responses using Auxiliary Data. Using this data (which is short-lived and doesn’t need to be stored permanently), they can send personalized messages and offers exclusively to customers who gave low satisfaction scores.

A video platform can run a streaming contest where viewers accumulate points for watching shows. With Auxiliary Data, the platform can upload participant details and points for a short period. This helps congratulate winners, send personalized offers, and distribute prizes effectively.

A music streaming platform hosting offline events can upload registrant data via Auxiliary Data to personalize engagement and offer discounted subscription packages.

Conclusion and Next Steps

Auxiliary Data by MoEngage is built for marketers, analysts, and product managers who wish to utilize supplemental data to optimize engagement efforts. This additional data can be uploaded and used to personalize campaigns with hyper-relevant messaging.

Legacy Customer Engagement platforms often rely on traditional ‘working with files’ methods and lack contemporary capabilities like APIs, cloud ingestion, and flexible data storage. MoEngage, on the other hand, provides an end-to-end Data Management solution that combines the benefits of legacy systems with modern data handling capabilities – the best of both worlds!

MoEngage’s streamlined process of supplementary data ingestion prevents data clutter and complexities, ensuring efficient data management. It also provides the flexibility to add supplemental information without affecting permanent data and automatically deleting data that is meant to be short-lived.

If you’re an existing MoEngage customer and want to get started with Auxiliary Data, contact your favorite account manager now! If you’re new to MoEngage, you can request a demo and speak to our product experts here.

Reading Time: 5 minutes

On October 4th, hundreds of marketers and product managers glued their eyes to their screens, eagerly awaiting the new product launches announced in MoEngage NEXT 2023.

At the event, MoEngage’s CEO, Raviteja Dodda, and the SVP of Product, Nalin Goel, unveiled six major products curated to help brands unlock the power of customer data and use it to create hyper-relevant product experiences for their customers.

You can view the recording of MoEngage NEXT 2023 here:

In this article, we explore these exciting releases and how MoEngage’s new innovations can bring you closer to achieving your business goals!

1. Launching New Native Warehouse Capabilities

Without the ability to move data as fast as the business needs, even the most engaging campaigns can fall flat. And majority of brands face significant challenges when activating data from multiple sources – high engineering dependency, long implementation cycles, and high costs.

Syncing and activating data from Cloud Data sources hassle-free has always been challenging for brands. 

The good news is we have built a solution that enables you to put complex and untapped data sitting in the cloud data sources directly in the hands of the marketer in just a few clicks.

Introducing Cloud Data Sync (CDS)

Cloud Data Sync allows businesses to periodically sync and activate data from their cloud data sources through an easy, fast, and secure integration. Brands can then use this data for further segmentation, targeting, and personalization.

CDS gives you the flexibility to set up and automate data sync from your cloud data sources into MoEngage. Through CDS, we now support native integrations with data warehouses like Snowflake and Cloud storage like S3 and SFTP.

As an extension to Cloud Data Sync, we are also building Warehouse Audiences that would allow marketers to create powerful segments directly on top of the data in the Data warehouses  – without the hassle of reverse ETL.

With the introduction of Cloud Data Sync and Warehouse Audiences, MoEngage would be one of the first Warehouse Native Customer Engagement Platforms – thus empowering our customers with the enormous horsepower of their cloud data sources.

Read more on how you can seamlessly move data from your warehouses into MoEngage to create more personalized engagement.

2. Introducing Merlin AI, MoEngage’s Generative AI Engine

Merlin AI, MoEngage’s Generative AI Engine, will help marketers add Generative AI magic to their campaigns to amplify creativity and intelligence, improve productivity, and reduce time to value without replacing the power of the human imagination.

We launched Merlin AI with a vision to make marketers’ lives easier and be their favorite sidekick.

Merlin AI is not just another Gen AI tool. Merlin AI is a self-generative AI tool that gets better over time – It understands the performance of your past campaigns and suggests the right keywords for your campaigns. It tailors the context for the business goal you want to achieve and adapts the content of the notifications to your brand tone and style.

Read more about how Merlin AI can help marketers turn into heroes!

3. Launching In-App Nudges to Create Contextual Product Experiences

A seamless customer experience can build brand loyalty by creating a positive emotional connection between the customer and the brand. Customers are more likely to stick to your brand if you provide a consistent and positive experience across all touchpoints.

To help marketers deliver seamless, contextual customer experiences on mobile devices, we at MoEngage have launched non-intrusive In-App Nudges.

MoEngage’s In-App Nudges help marketers

• Announce new features and updates
• Drive feature discovery and product adoption
• Get instant feedback
• Convert and retain more customers

All this without hampering their app experience.

Read in detail to understand how you can leverage In-App Nudges for your brand and how they can help you improve your LTV and retention.

4. Revealing Brand New AI-driven Recommendation Models

Modern consumers expect brands to deliver more personalized and contextually relevant communication. They find irrelevant content and product recommendations to be their most frustrating experience with brands.

Although B2C marketers understand the need for personalized recommendations, most are not well-equipped to create memorable customer experiences at scale.

MoEngage’s Smart Recommendations is now powered by new recommendation models that consider customers’ preferences, past interactions, and engagement patterns to generate hyper-relevant product recommendations.

MoEngage’s Smart Recommendations help marketers

• Ease product discovery
• Prevent customer dissatisfaction
• Create the perfect purchase journey
• Deliver better shopping experiences

Here’s a detailed article explaining each recommendation model and listing all the different ways you can leverage these models for multiple use cases.

5. Introducing Business Events

Marketers at consumer brands often build campaigns based on business activities such as new TV show releases, products that are back in stock, delays in flight timings, or a limited-time investment opportunity.

Building campaigns on these business events requires marketers to create multiple campaigns for multiple products across multiple customer segments. This adds complexity to the process and has downstream effects on reporting, making it challenging to understand how a business event-related campaign performs.

MoEngage’s Business Events changes that!

Thanks to Business Events, MoEngage customers can

• Quickly set up, automate, and analyze business event campaigns
• Communicate business events to specific and relevant sets of customers
• Improve operational efficiency when multiple campaigns, products, and segments are involved

To learn how you can leverage Business Events in your organization, check out this article.

6. Launching Auxiliary Data

Does your current engagement platform not support uploading temporary data? Do you rack up expenses to store data you don’t need forever? Do you have a lot of data clutter, leading to confusion in decision-making?

Well, then MoEngage’s Auxiliary Data is the solution you need!

Auxiliary Data enables marketers and product managers to seamlessly upload short-term supplemental data that can be used to achieve various goals – from driving personalized campaigns to targeted engagement, data enrichment, and more.

Brands can temporarily ingest data for specific timeframes and keep it separate from the stored, permanent data, ensuring maximum flexibility while avoiding clutter. Additionally, using Auxiliary Data, you don’t need to run regular data maintenance efforts to remove outdated data.

Auxiliary Data also optimizes data storage by preventing the extra costs of retaining short-term data within non-temporary structures and attributes, effectively reducing data management expenses.

Read more about this product in detail here.

Conclusion and Next Steps

As customer expectations evolve, with the launch of these new capabilities, we aim to provide brands with the most unified and real-time customer profiles and superior ways to engage their customers. All this while having a magical sidekick (Merlin AI) they can count on!

Contact your favorite account manager if you’re an existing MoEngage customer and want to start using any of these new releases. If you’re new to MoEngage, you can schedule a demo here.

Reading Time: 5 minutes

With more consumers using online channels as their primary (sometimes only) path to purchase, understanding how to orchestrate customer data and meet the increased demand for personalized digital experiences has never been more challenging.

In the last decade, data warehouses have emerged as the single source of truth for an organization’s customer data. More and more businesses started realizing the need to get warehouse data in their sales and marketing tools for more efficient and hyper-personalized customer interactions.

They’re shifting to data warehouses because of –

• High scalability
• Increased accessibility
• Improved security (on par with on-prem warehousing systems)

Even with unprecedented access to customer data, consumer brands struggle to derive value, hindered by the immense effort and resources required to maintain and manage siloed data systems, unify insights, and enable data accessibility.

Unlock the Value of Customer Data Stored in Data Warehouses

Without the ability to move data as fast as the business needs, even the most engaging campaigns can fall flat. Most brands face significant challenges when it comes to –

1. Syncing Customer Data – Syncing high-volume data is a tedious and resource-intensive task, demanding significant engineering efforts and leading to prolonged implementation cycles and escalating costs.

2. Data Privacy – Data privacy is a paramount concern as consumer brands hesitate to move sensitive customer information out of their secure data warehouses, fearing potential breaches or non-compliance with stringent regulations.

The good news is we have built a solution that enables you to put complex and untapped data sitting in the data warehouses directly in the hands of the marketer in just a few clicks without the hassle of copying or moving it.

Introducing Warehouse Segments

Warehouse Segments empowers brands to activate their warehouse data and build audiences without the hassles of copying or moving data to MoEngage. With Warehouse Segments, you can now access and query data real time directly in your warehouse, build audiences using that data, and fetch only the relevant audiences – eliminating the need for dedicated reverse ETL tools and reducing costs significantly.

Warehouse Segments currently supports Snowflake, Databricks, and Big Query, with support for Redshift and other major data warehouses coming soon.

Why Did We Build It?

Syncing data between data warehouses and engagement platforms like MoEngage can be cumbersome, costly, and delay data availability for timely engagement. Additionally, setting up pipelines requires extensive engineering resources and raises data security and compliance concerns. To overcome these challenges, we created Native Warehouse Segments, allowing brands to activate their warehouse data directly without complex data movements or compromising data privacy.

Here’s how Warehouse Segments can help your brand do more with their customer data –

• Streamlined access to customer data – Warehouse Segments allows brands to directly access and query data stored in warehouses. This eliminates the need to go through complex data syncing processes or leveraging third-party tools. Overall, this helps streamline the data access workflow, saving time and cutting operational overhead.
  
• Audience creation on the fly – Warehouse Segments enables real-time access to warehouse data, eliminating delays in data availability. Brands can now generate audience segments on the fly, ensuring timely and effective engagement strategies without waiting for data sync processes to complete.
  
• Enhanced data privacy and compliance – Since data remains within the secure confines of the warehouse, Warehouse Segments mitigates concerns related to data security and regulatory compliance. This allows brands to control sensitive data, ensuring adherence to privacy regulations and industry standards.
  
• Reduced Costs – Warehouse Segments eliminates the need for additional ETL tools (reverse ETL) to set up and maintain data transfer pipelines between the warehouse and MoEngage, saving extensive overhead costs. This effective solution also eliminates the cost of engineering resources for managing the data pipeline.
  
• Zero engineering dependency – With Warehouse Segments, marketers can create audience segments directly from their warehouse data without relying on engineering or data teams to set up and maintain complex data sync processes, including ETL tools. This reduces engineering dependency and empowers marketing teams to quickly access data and drive targeted engagement.

Driving Business Impact Using Warehouse Segments

By unlocking direct access to customer data residing in warehouses, Warehouse Segments empowers brands to achieve tangible business outcomes and drive growth like the following –

• Accelerated Time-to-Market – Real-time access to warehouse data accelerates marketing campaign deployment.
• Maximized ROI – Cost savings and improved campaign effectiveness through timely audience segmentation.
• Elevated Customer Satisfaction – Relevant, targeted, timely engagement that enhances customer experience.
• Revenue Growth and Increased CLV – Faster segmentation and targeted strategies to drive marketing success.
• Compliance Adherence – Robust data privacy measures mitigate regulatory risks and financial losses.

Unlocking the Potential of Customer Data Across Industries

Let’s explore how Warehouse Segments empowers consumer brands across different industries –

Retail/E-commerce – Driving Customer Loyalty through Personalization

For Retail and E-commerce brands, fostering customer loyalty is paramount. By leveraging Warehouse Segments, consumer brands can create tailored experiences for their most valuable shoppers. By combining purchase history, order value, and engagement data, retailers can segment their audience and offer exclusive discounts and personalized recommendations. This hyper-targeted approach not only strengthens customer relationships but also drives increased revenue and repeat business.

Media/OTT- Maximizing Customer Engagement Through Hypertargeting

For Media/OTT platforms, customer engagement is the lifeblood of their success, and much has to do with customer insights. For example, Warehouse Segments empowers music streaming platforms to leverage app usage data, such as total songs played, playtime, and playlist creations, to identify their most loyal customers. By activating this data, platforms can create highly targeted segments and offer enticing membership upgrades or exclusive content. This strategic approach rewards loyal customers and incentivizes increased engagement and potential revenue growth.

BFSI- Maximizing Conversions Through Hypertargeting

In the BFSI industry, delivering tailored offerings to customers is crucial for fostering loyalty and growth. For example, with Warehouse Segments, financial institutions can access a wealth of customer data in their data warehouses, such as transaction volumes, payment histories, and credit utilization. By leveraging this data, financial institutions can precisely segment their customer base and identify customers eligible for exclusive premium credit card offerings or certain financial products.

This targeted approach enhances the customer experience and maximizes the impact of marketing campaigns, driving increased customer acquisition and retention.

Final Thoughts

As brands accumulate and store increasing volumes of data, the significance of data warehouses deepens, emphasizing brands’ need for seamless access to this data from customer engagement platforms.

As a Warehouse Native CEP, MoEngage is revolutionizing how data is accessed and activated, empowering brands to drive highly personalized and targeted engagement directly from their warehouses. This allows brands to maximize conversions, ROI, and business growth by leveraging the full potential of their data for impactful customer engagement strategies.

Reading Time: 6 minutes

Did you know that consumers check their phones an average of 58 times daily (source)?! In today’s digital age, smartphones have become an essential part of the modern consumer’s daily life.

From shopping online to booking tickets for travel/events to making digital transactions, mobile devices have become the default go-to device for most consumers across the globe.

Global Smartphone Usage Statistics, 2023

According to the Global Consumer Trends 2023 report,

• 80.2% of Indians use their smartphones to buy new products online.
• 65.2% of consumers in the UK prefer shopping on their smartphones.
• 1 in 2 consumers in Singapore prefers streaming music, videos, and movies on their smartphones.
• 62.4% of Germans use their smartphones to get information for travel plans and make reservations.
• 68% of Latin Americans prefer using their smartphones to shop online.
• 56.8% of North Americans prefer using smartphones to make travel plans and bookings.
• 89% of shoppers in Indonesia prefer smartphones for shopping online.
• 60.4% of consumers in MEA prefer mobile applications and websites to stream music and videos.

The adoption statistics of smartphones have led marketers across the globe to realize that Mobile In-App messages are a powerful tool to engage with their customers, provide personalized experiences, and drive revenue.

What Are Mobile In-App Messages?

Mobile In-App messages are messages that show up to a customer inside a mobile application.

These messages can be personalized, made relevant, and timed strategically to communicate the right message to the right customer at the right time.

Introducing In-App Nudges By MoEngage

In today’s competitive business landscape, providing a seamless customer experience has become increasingly crucial for your brand.

Modern consumers have more options and higher expectations regarding their interactions with brands. If you fail to meet these expectations, your customers will not hesitate to switch.

A seamless customer experience can differentiate your brand, build loyalty, and ultimately drive revenue. MoEngage In-App Nudges are non-intrusive In-App Messages that ensure a seamless mobile experience for your customers.

To help marketers deliver seamless customer experiences on mobile devices, MoEngage has launched non-intrusive In-App Nudges.

Why Are Mobile In-App Nudges Important?

Here is what you’re missing out on by not investing in Mobile In-App Messages:

⬆️ Personalization

Personalized Mobile In-App messages enable you to provide relevant experiences to your customers. By leveraging data such as customer behavior, attributes, geolocation, preferences, history, and more, you can tailor promotional or transactional messages that your consumer wants to see. This level of personalization can improve customer engagement and satisfaction.

⬆️ Engagement

Mobile In-App messages can help you increase customer engagement by providing timely and relevant information. For example, an In-App message can remind customers about an abandoned cart, offer a discount code, or inform them of a new product launch that they are interested in. These messages encourage your customers to take action and interact with your mobile app.

⬆️ LTV and Revenue

A seamless customer experience can drive revenue by encouraging customers to spend more. When your customers have a memorable experience on your mobile app, they’re more likely to make repeat purchases and spend more on each purchase. A Harvard Business Review study found that customers with the best experiences spent 140% more than customers with poor experiences.

Mobile In-App messages can also help you drive revenue by encouraging customers to purchase repeatedly. By recommending products your customers are most likely to buy or by promoting limited-time offers and discounts, you can increase a customer’s lifetime value (LTV) and revenue.

⬆️ Retention and Loyalty

A seamless customer experience can build brand loyalty by creating a positive emotional connection between the customer and the brand. Customers are likelier to stick to your brand if you provide a consistent and positive experience across all touchpoints. In fact, according to a survey by PwC, 73% of consumers said that a good experience is a crucial factor in their brand loyalty.

You can use Mobile In-App messages to improve customer retention and loyalty. By building seamless experiences, you can increase the likelihood of your customers continuing to use your app over your competitors. Additionally, by providing personalized experiences, you can create a stronger emotional connection between your brand and your customer, increasing loyalty and decreasing churn.

⬇️ Acquisition costs

You can use Mobile In-App messages to run referral programs for your most loyal customers in return for rewards like cashbacks or perks like progression in achievement ladders. Your most satisfied customers are more likely to recommend their friends, family, or colleagues to download your mobile app. The new customers acquired via referrals tend to have a higher LTV at zero acquisition cost.

What Makes MoEngage In-App Nudges The Perfect Solution?

1. Ready-to-use Templates

MoEngage provides multiple pre-built templates for different use cases that you can use to build In-App campaigns.

2. Rich media

Consumers love rich media! You can add videos and GIFs to MoEngage’s In-App Nudges and improve conversion rates inside your mobile app.

3. Customization Options

Marketers can customize the display position, background colors, animations, and CTAs to align with your brand. You can also customize the placement of your In-App Nudges to deliver a more seamless experience.

4. Live Previews

You can check how your In-App Nudges look on portrait and landscape modes of a mobile device. You can also preview the content of a personalized message in an In-App Message for a particular customer by entering their unique identifier.

Marketers can also test how In-App Nudges appear on the mobile app by triggering a test experience from a customer’s perspective.

5. A/B Testing and Locales

Test and optimize multiple variations of your In-App Nudge campaigns.

How Can Marketers Use In-App Nudges?

1. Announce New Products and Features

Engage customers with contextual nudges introducing new features and products.

2. Activate New Customers

Drive new customers to perform specific actions on your mobile app as a part of their onboarding journey.

3. Communicate Product Changes

Announce critical product updates and changes on relevant mobile app pages to drive maximum engagement.

4. Drive Feature Discovery and Adoption

Boost feature adoption by delivering timely and targeted information to customers.

5. Promote Offers

Communicate relevant offers on select category pages or to select audiences.

6. Convert and Retain

Use timely communication and offers to nudge customers to purchase.

7. Get Instant Feedback

Collect Net Promoter Scores and Customer Satisfaction Scores after your customers have spent some time on your mobile app or after they’ve performed a specific number of transactions.

Conclusion and Next Steps

Mobile In-App Nudges are an essential channel for businesses to engage with their customers, provide personalized experiences, and drive revenue without disrupting their mobile app experience.

Businesses can improve customer engagement, retention, loyalty, and support by leveraging data and providing relevant and timely messages.

To effectively leverage Mobile In-App Nudges, businesses should ensure that they are personalized, relevant, and non-intrusive and provide value to customers.

Contact your favorite account manager if you’re an existing MoEngage customer and want to start using In-App Nudges for your Customer Engagement campaigns. If you’re new to MoEngage, you can schedule a demo of In-App Nudges here.

Reading Time: 10 minutes

“Save, you must. Special savings account with higher interest, we offer. Hmmm.”

“Stylish downtown apartments now available. Dance into your dream home!”

“Purr-fect deals on sleek and stylish wear. Steal the show!”

Imagine the love you would get from your audience if you had Yoda, Mia Wallace, or Catwoman (DC) write your Push Notification copies for you!

What if you had them working endlessly to create awesome content for your campaigns guaranteed to drive you a high ROI? We’ve done exactly this!

Well… sort of. 😉

About Merlin AI

Generative AI has taken the Martech world by storm.

With the release of multiple NLP and Large Language Models (LLMs) such as GPT, Claude, PaLM 2, Falcon, LLaMa, and various others, the adoption of Generative AI has spiked in the past few months.

We are excited to announce that we have successfully merged the advantages of Generative AI with the world of Customer Engagement with the launch of our latest product, Merlin AI.

Unlike other Generative AI platforms, Merlin AI learns from the performance of your past campaigns, understands context based on your audience and use case, considers the positive and negative impact of certain keywords, and helps you build high ROI-driving campaigns.

Re-Imagine the way you create with Merlin AI for Images Picture this: You’re a marketer with an upcoming campaign, but your creative well has run dry. The clock is ticking, your design team is swamped, and you’re stuck in an endless loop of “Can we try something different?” In today’s fast-paced digital landscape, capturing customer attention requires more than just compelling copy—it demands fresh, eye-catching, and inspiring visuals that help marketers stand out. However, creating effective campaign creatives often presents significant hurdles. Marketers frequently struggle with conceptualizing innovative ideas, face high dependency on design teams, and experience time delays due to multiple rounds of revisions.   But what if marketers weren’t constrained by creative blocks or limited resources? What if they had an endless wellspring of creative concepts at their fingertips and a creative sidekick who could turn ideas into designs in minutes? Meet Merlin AI for Images – your AI-powered creative wizard that generates a diverse array of visuals tailored to your campaign needs. This groundbreaking tool helps you explore new visual territories and push the boundaries of your creativity, reimagining the way you create. With Merlin AI, you can: Transform ideas into images in minutes. Create and Test images at lightning speed, and do it all without the need to switch platforms. By providing marketers with the ability to quickly produce and iterate on high-quality visuals, Merlin AI for Images not only streamlines the creative process but also empowers marketers to launch more engaging, visually stunning campaigns that captivate their audience and drive results.

Oh, and Merlin AI directly integrates with MoEngage’s campaign builder, meaning you don’t have to navigate to a different page to use our Generative AI engine and then switch back to your campaign creation screen. Other platforms require you to switch between the Generative engine and campaign creation pages, which is great if you’re looking for a quick workout for your fingers and don’t mind breaking your flow.

Read on to learn how Merlin AI can help you up your Customer Engagement game!👇

Why did we call our Generative AI engine ‘Merlin AI’? Merlin is a mythical figure prominently featured in the legend of King Arthur. He is known to be one of the greatest wizards of all time. Merlin AI is inspired by his unparalleled proficiency in magic and performing feats other wizards could not.

What Makes Merlin AI the Best in the Business?

Merlin AI can automate content creation, saving you time and effort.

Generative AI models can be used to create campaign copies, campaign assets, product descriptions, and a lot more!

You can build a steady stream of creative and consistent content thanks to Merlin AI.

With Halloween approaching, let’s consider you want to create a Push Notification campaign targeting your Gen Z audience, announcing a sale.

Here’s what other Generative AI tools would be able to generate:

This Push Notification copy does the bare minimum of announcing a Halloween sale for the Gen Z audience. However, it lacks certain keywords and has a generic tone and style.

Now, let’s try to recreate the same Push Notification using Merlin AI and see what makes it unique.

Next, let’s give Merlin AI some more context about our audience and the tone and style we want to pick for this campaign.

By selecting ‘Gen Z Enthusiasts’ as the segment, Merlin AI understands the audience you want to build this campaign for. By selecting ‘FOMO’ and ‘Emoji Language,’ Merlin AI further understands the emotion you want to convey and in which writing style.

After we hit Generate, here’s the copy Merlin AI suggests:

The difference between the Push Notification copy generated by the generic AI tool and Merlin AI is night and day!

Don’t you feel eager to get started already? Hold on, there’s more!

Let’s say you have another great idea for the campaign, and you want to run an A/B test to experiment and see which copy works best.

Do you have to go back and revisit the campaign parameters? No! You can immediately create a new variation and (if needed) give new prompts for the other variant.

Check it out:

Here’s the new copy we successfully generated with the click on a button:

A/B testing and experimentation is important when you’re running large-scale campaigns. Let’s see how Merlin AI helps you create multiple variants for testing.

To create multiple variations for A/B testing, we’ve selected the existing Push Notification copy. Immediately, Merlin AI automatically pulls in the relevant context.

You can tweak the prompts here or directly generate new variations.

Once done, these are the new variations Merlin AI shows:

And with this, we’re ready to go live with our Halloween campaign!

The next time you create a sales announcement, Merlin AI will add the performance of this campaign to its learnings and tweak itself further to improve its suggestions based on your context.

Merlin AI Now Supercharges Campaigns Across Multiple Channels

We’re excited to share that MoEngage’s Generative AI engine, Merlin AI for Copywriting, has gotten new upgrades! Marketers can now tap into its advanced AI capabilities to generate highly engaging copy across –

• Push Notifications
• Emails
• In-App Messages
• Cards
• On-site Messaging channels.

Since its initial launch for Push campaigns last year, Merlin AI for Copywriting has received tremendous customer love, with top consumer brands leveraging it to drive remarkable results.

Deutsche Telekom used it for their prepaid activation campaigns and saw a staggering 65% jump in click-through rates. They found that the AI-generated copies from Merlin AI outperformed their manually crafted ones, enabling them to connect with customers more effectively through contextually relevant messaging.

By understanding past campaign performance data, historical keywords, campaign goals, and channel dynamics, Merlin AI tailors the content to resonate with your audiences. This allows marketers to boost key metrics like email open rates, in-app click-through rates, and overall engagement.

What’s Next for Merlin AI?

Marketers wear multiple hats, often managing multiple responsibilities to engage their customers meaningfully, drive more conversions, and deliver seamless customer experiences.

You need to deliver innovative campaigns, create compelling and personalized content,  build eye-catching illustrations, and constantly run experiments to test what’s working to achieve the brand’s goals.

This can be tedious, repetitive, and time-consuming. But it isn’t supposed to be.

Merlin AI is built to help marketers like you go live with innovative campaigns faster, experiment quickly, and improve the ROI from your Customer Engagement efforts.

With Merlin AI, we aim to empower you to create engaging and impactful campaigns while spending less time on creative generation, segment identification, campaign ideation, and gathering insights.

1. Merlin AI for Segmentation

Marketers spend much time and effort optimizing campaign creatives, leaving them with little time to create intricate customer segments.

Additionally, the customer segments you plan to ideally send communication to rarely translate into a segment on your Customer Engagement platform due to complexities on user attributes, events, and event attributes or adding multiple filters.

Merlin AI for Segment Creation makes it seamless and quick for marketers. You can input a sentence defining your segment in detail, and Merlin AI will automatically check the metadata of existing attributes to create the exact segment you need!

2. Merlin AI for Campaign Creation

Constantly coming up with innovative campaign ideas that resonate with their audience is another challenge marketers face regularly.

Merlin AI for Campaign Ideation assists marketers in brainstorming and developing innovative campaign concepts and ideas.

By entering campaign parameters, campaign objectives, and audiences, Merlin AI can help you rapidly generate entire campaigns and customer journeys along with relevant copy, creative assets, and visuals that are guaranteed to engage customers in new and exciting ways!

3. Merlin AI for Conversational Insights

Insights into campaign performance and their long-term impact on key North Star metrics such as revenue, LTV, engagement, churn, and retention are important to marketers.

However, getting these insights can often take time and might need marketing teams to rely on other functions such as Product or Data teams.

Merlin AI for Conversational Insights simplifies insights gathering by offering campaign insights and performance data at speed and scale.

You can ask queries about campaign performance or ask Merlin AI to generate reports and trends about how your customers react to your campaigns.

Conclusion

Merlin AI is the next step in the Customer Engagement and Marketing Automation ladder. It enables marketers to:

1. Automate content and creative creation. MoEngage’s latest Generative AI engine creates copies for push notification, email, and SMS campaigns based on the campaign type, use case, and audience segment, saving you time and reducing manual effort.
2. Drive higher ROI from engagement strategies. Merlin AI taps into your historical campaign performance, identifies impactful keywords, and combines it with your campaign objective and context to generate copies and creatives, ensuring you have data-backed and relevant assets guaranteed to drive better results.
3. Experiment and test multiple versions at scale. With Merlin AI, you can generate multiple variations for copies and creative for your campaigns, helping you quickly set up A/B or Multivariate tests for experimentation.
4. Keep your data safe and protected. Marketers like yourself do not have to rely on an external Generative AI tool to create copies. You don’t have to risk sharing proprietary or sensitive data with third-party Generative AI platforms, such as historical campaign information or audience segments.

If you’re an existing MoEngage customer and want to get started with Merlin AI, reach out to your favorite account manager. If you’re new to MoEngage, you can schedule a demo of Merlin AI here.

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We’re thrilled to share the latest product releases from MoEngage launched during our bi-annual event, MoEngage NEXT 2023, as part of our #GROWTH Summit in Bangalore.

At MoEngage, we aim to help businesses connect with customers in a personalized and meaningful way. The team here at MoEngage is hard at work building industry-first capabilities, integrations, and optimizations designed to improve our customers’ experiences and their business outcomes. This year, we’ve introduced some exciting new features that allow brands to seamlessly connect their data across tools and create experiences that their customers will adore.

MoEngage Inform and MoEngage Personalize Accessible To All

We’re excited to announce that our latest innovations, MoEngage Inform and MoEngage Personalize, previously available in public beta, are now available to all our customers and prospects. Our teams have worked for months to fine-tune and perfect these new features based on customer feedback and our rigorous testing process. The end result? Our customers love these innovations!

MoEngage Inform: Unified messaging infrastructure that enables brands to build and manage transactional alerts across channels through One API.

MoEngage Personalize: Helping brands maximize conversions by delighting every visitor with personalized web experiences.

Connect Data Across the Tech Stack

Data silos are a big blocker for decision-making and slow down your business growth. To enable brands to work with the same data across various tools in their tech stack, we’ve invested in features that seamlessly help you move your data in and out of MoEngage.

Introducing Outbound Segment Sync: Power All Your Platforms With Rich Customer Segments From MoEngage

Outbound Segment Sync enables you to easily sync and export high-value customer segments from MoEngage to any other platform in your tech stack.

​​With a few clicks, you can configure the destinations – experimentation platforms such as VWO or AB Tasty, nudging platforms like Apxor, or in-app personalization platforms like Storyly – and export segments almost instantly. Moreover, you can ensure customer segments are updated by setting a desired sync frequency (either one-time or periodic) on the dashboard, which can also be used to monitor the synced segments.

For example, an E-commerce store can sync price-sensitive customer segments (using RFM) monthly to a specialized in-app personalization platform like Storyly to engage them with exclusive offer campaigns through embedded stories.

Automated Imports From S3/SFTP Folders

This brand-new feature enables you to periodically import data directly from your S3 and SFTP folders. This means you can now quickly transfer your data from these sources and use it to create targeted and personalized campaigns for your customers. With this new feature, you can save time and effort manually transferring your data and instead focus on using it to create impactful marketing campaigns.

MoEngage Partners With Adobe Real-Time CDP to Empower Hyper-personalized Customer Engagement

Access Adobe Real-Time CDP’s rich customer insights, such as real-time events and unified customer profiles, and use that data to deliver personalized customer experiences through MoEngage.

Create Experiences That Your Customers Love

In today’s digital-first world, brands need the ability to send compelling, personalized messages at scale on all the channels their customers engage with. To make that vision a reality, at MoEngage, we continue to invest in features that help you orchestrate the best customer experiences possible.

Increase Your Website Conversions With New and Improved On-Site Messaging Pro

With the launch of OSM Pro, we’ve introduced our next-gen drag-and-drop builder, featuring 30+ elements that make creating pop-ups a breeze. Additionally, MoEngage offers 50+ use-case-based templates that are highly responsive and can put your gamification hat on!  With this new and improved On-site Messaging Pro, you can create and publish personalized on-site messages within minutes and drive maximum conversions from your web properties. Read more on what else the new and improved On-site Messaging Pro offers.

Analyze and Optimize Customer Journeys Faster with Flows Visualization and Versioning

We have added more power to our most loved product – MoEngage Flows. This powerful journey builder has just improved with two significant updates that will enable you to analyze and debug your customer journeys on-the-go, while effortlessly making edits to achieve your desired outcomes.

Flows Visualization allows you to analyze your customer journeys and quickly identify the reasons (if any) for a customer journey not performing as expected. Simply put, visualization helps marketers shadow customers on their journeys, i.e., follow the path taken by any customer to see first-hand the reasons for either low conversions or insufficient engagement rather than making assumptions about what they could be. You can check whether Flow settings such as entry criteria, triggers, and scheduling work as expected and debug on the go!

Flows Versioning helps you seamlessly create improved versions of your existing customer journeys, further optimizing them for the next set of customers. This increases your efficiency when experimenting with multiple customer journeys and declutters the whole process, thus optimizing your customer journeys for desired goals.

With these enhancements, MoEngage Flows remains the most intuitive and intelligent journey builder available, making it easier than ever to create truly personalized experiences for your customers.

Read more on how these new enhancements to Flows can deliver a personalized, hassle-free customer experience that helps you not just boost conversions but also build loyalty and long-lasting customer relationships.

Whether you want to improve customer communication, optimize customer journeys, or deepen customer insights, we’re confident that our latest innovations will arm you with the tools you need to succeed.

Reach out to your CSM to get these features enabled for you, or click here for a quick demo!

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According to a recent SaaS buying report, a typical mid-market company uses 185 different apps in their tech stack. And many of these tools require customer segmentation data to work effectively and provide the right results.

However, companies face a two-fold challenge in creating customer segments and then exporting them to platforms. Creating segments involves multiple steps, including tracking and analyzing campaign data and then tagging and grouping customers on certain models.

But assuming you already use a segmentation platform, manually exporting segments isn’t straightforward either. Usually, it’s a tedious process requiring much redundant effort. It becomes worse when you need to export customer segments to multiple platforms or periodically to one platform.

To solve these challenges and enable companies to leverage rich customer segments across platforms seamlessly, we’re excited to announce Outbound Segment Sync!

What is Outbound Segment Sync?

Outbound Segment Sync enables businesses to easily sync and send valuable customer segments created on MoEngage to any other platform in their tech stack.

With a few clicks, businesses can configure the destination and send segments almost instantly. Moreover, they can ensure their customer segments are updated by setting a desired sync frequency (either one-time or periodic) on the dashboard, which can also be used to monitor the synced segments.

Additionally, to run A/B tests using experimentation platforms such as VWO or AB Tasty, or trigger personalized communication using platforms like Apxor, or run retargeting campaigns on advertising platforms like Storyly, you can instantly start using the available integrations at the MoEngage platform. Thus no time and effort are required to configure the destinations. And yes, this list is growing fast.

Thus, businesses can leverage MoEngage’s segmentation capabilities and other features more effectively across their tech stack to drive the right business metrics.

Why Did We Build Outbound Segment Sync?

After talking to marketers, analysts, and product managers, we found most faced multiple challenges while analyzing and sending segmented data. These were mainly the following –

• Exporting segments to another platform involves a lot of redundant efforts.
• Accessing segments across multiple platforms was inconvenient.
• Monitoring the exported segments is very challenging.

These challenges prevented them from effectively utilizing MoEngage-powered segments across platforms and hampered their workflow. To solve these challenges and empower businesses to make more data-driven decisions and use segmentation data for other business use cases effectively, we built Outbound Segment Sync.

The feature enables marketers, analysts, and product managers to easily sync segments, one-time or periodically, to any destination platform of their choice. Unlike other customer engagement platforms, MoEngage provides an easy-to-use, universal, and flexible segment sync solution.

How Can Brands Leverage Outbound Segment Sync?

Now that you understand what Outbound Segment Sync is and its advantages let’s understand a few components of the feature and how you can set it up –

• MoEngage’s Segmentation Builder – Leverage the power of the industry’s best segmentation builder using filters, RFM, affinity-based, and predictive segments.

• Destination – Businesses can configure any destination platform on the dashboard.
• Sync frequency – You can set the frequency as daily, weekly, or monthly depending on how often you want segments to be sent.

• Dashboard – Monitor the status and configure your synced segments in one place.

You just need to follow two main steps to get started:

• Configure destination – You can use “Custom Destinations” at App Marketplace inside MoEngage dashboard to configure the destination platform.
• Set up a segment sync – Once you choose your desired destination, you must set segment sync frequency. It can be a one-time or periodic transfer (daily, weekly, or monthly).

Use Cases

Let’s understand the application and benefits of Outbound Segment Sync when used with different types of platforms.

In-App Personalization Platforms

One effective way to engage with your customers and increase conversions is through in-app personalization. And what’s better than to leverage updated customer segments for hyper-personalization. Using Outbound Segment Sync, companies can automatically send the most updated customer segments to in-app personalization platforms periodically.

For example, an E-commerce store can sync price-sensitive customer segments (using RFM) monthly to in-app personalization platforms like Storyly to engage them with exclusive offer campaigns.

Experimentation Platforms

Segmentation data is critical to get the most out of the A/B tests performed using the Experimentation platforms. Using Outbound Segment Sync, companies can ensure that the most updated customer segment flows into their Experimentation platforms.

For example, an airline company can sync customer segments with specific behavior and preferences to experimentation platforms like VWO to run A/B/n tests on the website and maximize conversions.

Loyalty Platforms

Loyal customers not only drive revenue growth but also helps attract new customers through brand advocacy. And this makes retaining them supercritical.

Here’s how you can leverage Outbound Segment Sync to retain customers. For example, a personal care and beauty products brand can sync its segment of champion customers (RFM) monthly to its loyalty program platform to provide exclusive rewards and retain loyal customers.

Segment Sync Between MoEngage Workspaces

Brands often need to sync valuable segments created in one workspace with other workspaces managed by different functions, regional teams, or companies under the same parent organization. This syncing could be required to facilitate better coordination, perform centralized analysis, drive cross-product promotion, and other strategic purposes.

Currently, sharing segments across workspaces requires manually exporting and importing files, a process that is time-consuming, effort-intensive, and redundant when performed periodically across multiple workspaces. It also lacks proper monitoring of shared segments.

Outbound Segment Sync between workspaces enables the effortless synchronization of powerful segments across all MoEngage Workspaces, eliminating the need for manual, redundant efforts.

Brands might want to sync segments across workspaces for –

1. Cross-Team Collaboration: Different teams, such as marketing, sales, and customer support, handle distinct aspects of customer and prospect engagement. Syncing segments across workspaces allows these teams to share valuable audience insights and coordinate their efforts effectively.

2. Cross-Product Promotions: Brands with different companies selling various products, such as Tata’s Titan, Fastrack, Westside, and Zudio, can sync segments across workspaces to facilitate cross-promotion, upsell opportunities, and increase conversion rates.

3. Centralized Analysis: Businesses with multiple companies or franchises in different regions can sync segments from various workspaces to a central company workspace. This enables centralized analysis to uncover key insights, identify opportunities, and develop strategic plans.

By implementing Outbound Segment Sync, brands can ensure efficient, streamlined, and effective segment sharing across all their MoEngage workspaces.

Conclusion

Outbound Segment Sync enables brands to streamline marketing operations and improve data accuracy by automating customer segment sync with other platforms. And by analyzing segments, they can unlock valuable insights, which they can use to make more data-driven decisions.

Want to try Outbound Segment Sync? If you are an existing MoEngage customer, please contact your Account Manager, or connect with an expert to learn more here.