At MoEngage, our customers’ information security is our top consideration; we have invested in building services and operational controls to ensure this. Our aim has always been to adhere to the best security practices in the industry so our customers can execute their insights-led engagement strategies.

Today, I am excited to announce that MoEngage has received the SOC 2 Type 2 and CSA STAR attestation. These certifications result from in-depth third-party audits by Accedere that scrutinize the architecture and operations of MoEngage’s SaaS service and infrastructure. These certifications further reinforce our commitment to essential industry principles and best practices.

What Are SOC 2 and CSA STAR Attestations? Why Are They Important?

SOC 2

The System and Organization Controls or “SOC” 2 Report addresses an organization’s controls against the AICPA’s Trust Services Criteria. The SOC 2 Type 2 Report focuses on management’s description of a service organization’s system and the suitability of controls’ design and operating effectiveness.

MoEngage has completed the SOC 2 Type 2 Certification for its SaaS Infrastructure and Services on the following Trust Service Criteria:

• Security: Follows global best practices for security such as two-factor authentication, encryption, firewall, user identification, and more.
• Confidentiality: Ensures Customer data is secure on the MoEngage platform through measures such as encryption, access controls, and 2-factor authentication.
• Availability: Ensures access to the platform through steps to ensure uptime, disaster recovery, and incident management.

CSA STAR

The Cloud Security Alliance Security Trust Assurance and Risk (CSA STAR) Program encompasses fundamental principles of transparency, rigorous auditing, and harmonization of standards.

The Level 2 CSA STAR Attestation is a collaboration between CSA and the AICPA to provide guidelines for certified public accountants (CPAs) to conduct SOC 2 engagements using criteria from the AICPA (Trust Service Principles, AT 101) and the CSA Cloud Controls Matrix. The Level 2 CSA STAR Attestation provides for independent third-party assessments of cloud providers.

MoEngage has completed the CSA STAR Level 2 Attestation for its SaaS Infrastructure and Service.

What Do MoEngage’s SOC 2 and CSA STAR Compliance Mean to Our Customers?

Our SOC 2 report reiterates strong internal controls designed and implemented in alignment with the security principles defined in the Trust Services Principles and Criteria for Security. Further, our CSA STAR attestation validates that our cloud security measures meet the criteria outlined in the CSA Cloud Controls Matrix (CCM) Version 4.0.5 control specifications (CCM Criteria).

These industry attestations prove that MoEngage can design, build, and operate a secure, resilient service that brands can rely on for customer engagement. When your security teams evaluate our service design, these certifications validate our ongoing commitment to data security best practices.

How Did We Achieve These Certifications?

Achieving these certifications is not easy and requires a dedicated effort. MoEngage is committed to delivering services at the highest standards, and maintaining industry certifications is key to demonstrating that commitment. Here’s how we achieved these certifications:

A Robust Product

The most important action we took to gain these certifications was to build an excellent service. We have held world-class security and operations practices as fundamental to our delivery model since the beginning. It only took a few minor adjustments and refinements to some of our practices for us to make the grade.

An Awesome Team

As we built our SaaS platform, we also strengthened our product management and engineering teams. Our team has rich experience in SaaS and has helped create some of the most well-known services from reputed companies. By leveraging all that experience and knowledge of best practices, MoEngage fundamentally changes how brands digitally engage with their customers and ensures insights-led customer engagement.

Security Best Practices

MoEngage SaaS Application is listed publicly in the CSA STAR Registry.  While preparing for CSA STAR, we reached out to a third-party auditor to begin the process of evaluating MoEngage’s SaaS Infrastructure and Security practices for SOC 2 compliance. Given our efforts to pass our internal security audit and the CSA STAR attestation, we could quickly complete the submission to our SOC 2 auditor and pass that evaluation.

Recertifying all followed compliances and standards like SOC, CSA STAR, and ISO 27001 is an annual process. We are fully committed to maintaining the operational practices that will allow us to recertify each year efficiently.

Our Continued Commitment to Data Security

In addition, our leadership team remains committed to developing and implementing information security management systems that comply with the highest global data security standards and best practices.

• We comply with GDPR and CCPA and provide secure authentication and a Single Sign-On option.
• We are a certified ISO 27001:2013 company with an Information Security Management System (ISMS) set up as per the ISO/IEC 27001:2013 audit conducted by the BSI Group.
• You can take a look at the commitment to data security here.

Achieving SOC2 compliance was always on the radar, and we are glad to have reached this milestone. We will share more updates as we continue our drive to strengthen our data security and privacy systems.

The last quarter has been a fascinating time for the MoEngage community. We hosted our flagship #GROWTH Summits 2022 in India, Dubai, and Singapore. These power-packed events bought together leaders and industry experts from across the world under one roof to network, learn, and drive customer engagement and growth together, in a digital-first world.

We took this opportunity to showcase and deliver some of our latest features to you. In case you missed it, here’s everything new:

• Introducing WhatsApp as a native channel
• All new Proactive Assistant
• Conditional Split launched
• Behavior trends get an upgrade: Behavior 2.0
• Say hello to Auto Reports
• Technology Partners update

Introducing WhatsApp as a Native Channel

Available across 180 countries and supporting 20 vernacular languages, WhatsApp is one of the most preferred messaging channels. Over 500 million businesses use it globally. Thanks to the intimate nature of conversations it enables, brands use this channel to share recommendations about new products, send personalized discount offers, and share updates or educational information.

To help you acquire new customers, bolster brand loyalty and build authentic relationships, we have launched WhatsApp as a native channel on the MoEngage platform.

WhatsApp as an engagement channel has the following capabilities:

• Send both, promotional and transactional messages to address customer actions.
• Deliver highly personalized content: Add images, attach documents, send videos, and more.
• Trigger interactive conversations with quick replies or add defined CTAs to drive action.
• Go beyond basic performance metrics and view in-depth, real-time Campaign Analytics.

Read more about it here

The All-New Proactive Assistant is Here

It’s not easy to run an effective customer engagement program. Marketers have to be on their toes to deal with numerous decisions: Which customers should you engage with to maximize sales? Which past campaigns are not performing well? When does the website see a massive spike in footfalls? Marketers also need to run countless queries to gather insights, then prioritize and act on them instantly.

To help you face these challenges and enable a one-stop solution for all your insight needs, we have launched Proactive Assistant. Proactive Assistant, powered by Artificial Intelligence, proactively delivers high-impact, actionable insights to you, to help you amplify your marketing efforts. It requires no inputs, no instructions, and no wait times.

This new feature is exciting because:

• AI-recommended insights are delivered proactively to you
• Every insight is one-click actionable
• Insights are prioritized based on business impact
• All the intel is delivered under one simple window

Learn more about Proactive Assistant

Conditional Split Launched

While engaging customers and taking them through smart cross-channel journeys, marketers often need to split them based on their properties, actions, or both. They often want to:

• Split customers based on their last location,
• Split customers based on different genres they prefer, or
• Split customers based on how many times they’ve purchased in the past.

To enable you to do this, we have launched Conditional Split on the MoEngage platform.
A conditional split allows you to create multiple conditional branches for your customers to navigate through based on the branch entry criteria to accomplish a goal.

Please note that Conditional Split is currently a Beta Feature. If you wish to enable it on your account, kindly reach out to [email protected].

Learn about Conditional Split

Behavior Trends Get an Upgrade: Behavior 2.0

Not all customers are the same. They each interact with your brand or navigate your products differently. It is crucial to understand customer behavior of all kinds and tailor seamless experiences to each one. We’ve introduced a feature to help you with this—by giving you a place to monitor customer trends.

To help you understand your customers better and analyze your website or app’s performance, we have launched Behavior 2.0. The all-new Behavior 2.0 enables a plethora of events and attribute analysis options, additional charts such as “Pie” and “Column” for better visualization, advanced analysis techniques such as Linear, Log, etc., for better analysis, and a lot more.

This new feature lets you gauge customer engagement through 6600+ distinct analytics configurations. For example, if you are an online store, it can help you understand:

• The average number of orders a customer places on your app,
• Total money your highest spender spent at your store,
• Number of distinct items bought across different customer segments,
• The minimum number of times an item was ordered.

Learn more about Behavior 2.0

Say Hello to Auto Reports

To run effective campaigns that engage customers, brands need to keep track of key reports and metrics. At the same time, it is inconvenient to check multiple dashboards each day and follow up for new updates. Wouldn’t it be amazing if these dashboards could come to you instead?

Well, that’s why we have launched Auto Reports. Auto Reports enable you to subscribe to your custom dashboards. This new feature lets you get dashboard reports of your choice delivered seamlessly and periodically, to your inbox.

Auto reports facilitate the following and a lot more:

• Receive all the subscribed dashboards via email.
• Send these reports to customers within and outside your organization.
• Setup the frequency for these reports: Daily, Weekly, or Monthly.
• View all your dashboard subscriptions under the subscriptions listing page.

Learn more about Auto Reports

Technology Partners Update

We are happy to announce that we have added two key members to our arsenal of technology partners, making our partner ecosystem stronger.

mParticle:

Using mParticle+Moengage, you can harness actionable customer data from various touchpoints during a customer’s digital journey. Using this data, you can create personalized marketing experiences that deliver ‘wow’ moments to your customers, without any tedious integrations. Read More

Appsflyer

MoEngage’s two-way integration with Appsflyer enables you to leverage AppsFlyer’s install attribution data and MoEngage’s customer engagement data together. This will help you enable more personalized and meaningful engagement for each of your customers. Read More

If you’d like to get started with using these features or learn more, drop us a note at [email protected]. If you’re new to MoEngage, you can also schedule a personalized walkthrough of our platform.

• Once Android 13 is released, apps targeting Android 13 will now need to request permission from customers before posting notifications.
• The changes are expected to significantly impact push notification opt-in rates and push notification campaign performances.

Google’s much-touted Android 13 ‘Tiramisu’ is set to debut late this year, and the new OS will significantly change how push notification opt-in behaves on Android devices. Push notifications are clickable pop-up messages from apps that appear on your device.

The changes aim to give customers more control over notifications, reduce clutter, and improve the overall push messaging experience on Android.

Most importantly, these changes raise the bar for marketers who rely on push notification strategies to engage mobile app customers.

In this post, we shall deconstruct changes to opt-in behaviors and their impact on push notification campaigns. We’ll also provide actionable tips on how marketers can adjust to the changes.

What Is the New Push Notification Opt-in Behavior on Android 13?

Sample view of the new push notification opt-in prompt on Android 13

Android 13 gives more power to customers by ‘OPTING OUT” customers from receiving notifications by default – a complete reversal from the earlier Android 12 or prior versions where customers were opted-in by default. Here’s how the opt-in behavior differs depending on which level of Android the app targets:

For Apps Targeting Android 12 and Below

Existing mobile app customers, if the app had permission to send notifications before the customers’ upgraded to Android 13, continue to remain opted-in after the Android 13 upgrade via a temporary grant only till the customer opens the app for the first time.

New and existing customers who choose to opt-out before the device upgrade, would continue to remain opted out by default.

Launching an app greets customers with the opt-in prompt to secure fresh permissions.

• Clicking on ‘Allow’ opts-in customers to receive notifications.
• Clicking on ‘Don’t Allow’ will opt the customer out and will not allow the app to prompt the opt-in again.
• Swiping away or ‘ignoring’ retains the temporary grant to send notifications to your customers.

After the prompt is displayed for the first time on the app open, apps targeting Android 12 cannot ask for permission again. To be able to prompt the opt-in again, your app would have to target Android 13. So it would be beneficial to upgrade your App to target Android 13 and above as soon as possible for you to gain control over the opt-ins.

For Apps Targeting Android 13 Or Higher

Existing mobile app customers, if the app had permission to send notifications before the customers’ upgraded to Android 13, continue to remain opted-in after the Android 13 upgrade via a temporary grant only till the customer opens the app for the first time.

New and existing customers who choose to opt-out before the device upgrade, would continue to remain opted out by default.

After launch, for the first time, the temporary grant is disabled and all apps will have to ask for notification permission.

• Clicking on ‘Allow’ opts in the customers and can be revoked by turning off notifications from settings.
• Clicking on ‘Don’t Allow’ continues to keep the customers ‘opted out,’ and you will not be allowed to ask the customer for their permission again.
• Swiping away or ‘ignoring’ the prompt, continues to keep the customers ‘opted out,’ but you can keep asking for the customer permissions until the customer has explicitly clicked on either allow or don’t allow.

Google has announced the second public beta of the operating system (OS) at its Google I/O 2022 keynote. Dubbed as the Android 13 beta 2, the build is available on Pixel 4 or later devices and a bunch of other flagships. This beta 2 update will be followed by the Android 13 Platform Stability build in June, which will comprise the final SDK and BDK APIs of the OS, and the final release sometime in August or September.

What to expect on the adoption of Android 13

According to the distribution data for 2022, the adoption of Android 12 is still only at 17.6% across the world even after a year of its release. Based on this, it would be safe to say that even though Android 13 is set to roll out later this year, it would be some time before a good number of your users migrate to this version. That simply means, there is ample time to prepare for this change and let this not impact your reach or user engagement.

How do these changes impact current opt-in rates?

The success of your engagement hinges on your opt-in rates, i.e., how many of your end-customers/target customers “opt-in” to your notifications. Until now, Google’s free-for-all approach meant that Android enjoyed a pretty high average opt-in rate — around 85-90%, nearly 2x that of iOS. However, introducing these new permissions is expected to cause a significant drop in opt-in rates (from the existing 85-90%) and could soon start mirroring that of iOS.

Opt-in rates for iOS.  Source- PushWoosh

How to prepare for Android 13 changes? Get your opt-in game spot on

Track The Opt-ins

It all begins with tracking! To increase your push notification opt-in rates, you should know where you currently stand. Tracking your app opt-in rates is the very first and essential step to further engaging with your clients via push notifications. Android provides to method to track the opt-in status of each of your customers. Learn more about how our new Android 13 SDK helps in tracking opt-ins here.

Save The Ask For Later, If Needed

Most apps serve up standard opt-ins on app opens which can be annoying, especially for new customers. On the other hand, habitual app customers might be far more agreeable to receiving notifications. So, it’s important to analyze and experiment with what works for you – either ask on the first app open or resist the temptation and save the ask for a later period when the timing is right.

Identify High Intent Moments to Pitch Your Subscription Prompt

Your content matters. Your timing matters as much. Giving customers time to explore your app will allow them to understand the value of your notifications. For example, if you are a travel app that allows customers to book last-minute deals on a budget, it is best to wait until your customer takes a deal before prompting them to opt-in to your notifications. Similarly, a media app can send notifications once the customer plays a series. An E-commerce app can initiate the opt-in once a customer finishes his first purchase.

Be Specific and Personalize the Content On Your Prompt

You can do several things to get your customers’ attention to finally read and understand what the opt-in prompt has to say. Still, if the message isn’t clear, you risk wasting a precious chance of converting.

Option 1: Enable push notifications to receive any updates from us.

Vs.

Option 2: Enable push notifications so we can update you when your favorite products are back in stock.

Letting customers know what they can get from your notifications is a foolproof way to boost conversions.

Devise Your Push Pre-permission Strategy

In-App messages (Pop-up banners inside the app) can be customized to look enticing and are an effective tool in the hands of a savvy marketer. Using in-apps, you can craft “soft-asks” or pre-permissions for opt-ins that will give customers the necessary context they would need and can help increase your opt-in rates. A/B testing your pre-permissions is also a good practice to boost opt-ins.

Have A Win-back Strategy

Now that customers can disable push notifications intentionally; it will be even trickier to get them to rethink their choice. However, you can still trigger in-apps and emails to drive opt-ins. Look for opportunities in your app experience to create FOMO or showcase the benefits of push notifications to trigger in-app messages that guide customers to revisit their opt-in settings.

Keep Your opted-in Customers Happy

While you’ve done a million things to get better opt-in rates and reach a good number of customers through push notifications, it is also important to keep the customers who opted-in – HAPPY!

Relook At Your Push Notifications Strategy Now to Inspire Trust Later

Aren’t we all guilty of hitting the send button far too many times than necessary? How many notifications do you send? How valuable are these notifications to customers? How do you reduce reliance on push notifications? Send what you promised, or keep notifications to a minimum if needed. Developing healthy habits and showcasing value via notifications can go a long way in convincing more customers to opt-in when the time arises.

Follow the Best Practices

A great push notification is three things: timely, personal, and actionable. Make sure your push notifications are spot-on, connect with the customers, and drive customers to take meaningful action. Check out 21 Push Notification Best Practices You Should Follow in 2021.

Don’t Be Afraid To Push Customers

Don’t let the fear of opt-out dissuade you from creating pushes. The unfortunate reality with any opt-in list is that some customers will eventually choose to opt out. Think of it as an email list. If you have a list of 1000 emails but don’t email customers due to the fear of unsubscribes, then the list is as good as useless. It’s the same for push notifications. Moreover, having a win-back strategy can always help bring back some of those customers.

Look For Inspiration Elsewhere

There is still hope! iOS and Web browsers have been trying to improve this game for a while. Android customers can quickly up their game by following the already tested strategies and getting high opt-in rates.

Conclusion: A Challenge and An Opportunity

The biggest challenge with these changes will be transitioning into the new post-permission landscape. Reducing opt-in rates and diminishing reach for push campaigns can feel like one more hurdle to cross to reach your customer. These changes might also impact retention for dormant customers or affect your monetization.

However, these challenges also present an opportunity for marketers to create campaigns that showcase value from the first interaction and focus more on delivering a richer and meaningful customer experience so they can win in the long run.

Want to learn more about Android 13 and how you can create strategies to cope with the changes? We’re here to help. If you are an existing MoEngage customer, please contact your Account Manager.

How often do you hit that copy-paste button on your keyboard? Does it get overused when you’re designing your marketing campaigns? Exaggeration aside, marketers have often resorted to copy-pasting the same messaging multiple times to ensure a consistent brand voice and tone. While it is crucial¹ to maintain branding consistency, it is also essential to make the campaign creation process efficient and enjoyable, removing unnecessary steps wherever possible. On that note, we’re excited to announce the launch of MoEngage Content Blocks, so you can maintain brand messaging and keep the campaign creation process seamless.

What are MoEngage Content Blocks?

Content Blocks allow you to reuse the same content across channels and campaigns. You can now create a standardized bit of messaging (like a MoEngage Content Card) to reuse as a header, footer, CTA, or even a coupon code. With Content Blocks, you can:

1. Easily create, store, and insert content assets across all campaigns
2. Edit and update all campaigns at the same time
3. Run a consistent multi-channel campaign

Why did we build MoEngage Content Blocks?

You might have faced any (or all) of the following issues while creating campaigns:

Redundancy: Typically, core messaging needs to be copy-pasted multiple times for each channel or section, especially when there is a festival or promotion going on. Imagine if this wasn’t the case, and all you had to do was click a button to make the entire text re-appear in your campaign. This is what a Content Block does, helping you remove redundancy and making the campaign creation process more efficient.

Lack of flexibility: Earlier, if you needed to make an edit across all channels and campaigns, such as a copyright update, terms and conditions addition, or an address change, you had to edit each piece of content across every channel manually. Content Blocks are a blessing here because they allow you to make edits and change multiple campaigns in one go.

Inconsistency: Sometimes, you create a campaign, then duplicate it, make a few edits, and then send it out. A few weeks later, you duplicate this campaign, make some more edits, and send this one out—and so on. This is an inefficient process prone to errors and might make subsequent campaigns look inconsistent. Here’s where a Content Block would help by giving you consistent messaging that can be reused across campaigns.

What’s the best way to use MoEngage Content Blocks?

E-commerce/Retail brands can use Content Blocks to:

1. Create a header to communicate an upcoming festival sale and reuse this across all campaigns.
2. Create a discount code Content Block, which can be updated with new codes when discount rates get revised.

Banking and Finance brands can use Content Blocks to:

1. Communicate applicable interest rates on loans across emails, push notifications, in-app messaging, and more.
2. Create a Content Block for a customer profile with personal credentials such as name, phone number, email address, etc., and prompt customers to validate this over an email.

Media and Entertainment brands can use Content Blocks to create rich content messaging, for example:

1. Tell customers across channels about an upcoming book release or movie release through a promotional header.
2. Create a generic CTA button to subscribe to the newsletter, which can be reused everywhere.

How do you use Content Blocks?

There are two ways in which you can build a Content Block:

1. You can upload an HTML file and use it as a Content Block.
2. You can also build a Content Block from scratch or copy-paste source code through the code editor.

To know how to create, edit, manage, or delete a Content Block, check this help guide.

Getting Started

If you’re an existing customer, reach out to your favorite MoEngage Customer Success team member. If you’re new to MoEngage and want to get started with Content Blocks, you can drop an email at [email protected].

References

1. 10 Marketing and Branding Statistics to Help You Prioritize Growth Initiatives

FAQs

What is a content block?

Content Blocks allow you to reuse content dynamically across your campaigns. Once you create a content block for a specific purpose, you can access it during content creation with just one click.

What are content cards?

Content cards are the same as content blocks. Content cards allow you to reuse content across multiple campaigns and channels with just one click.

What is a content component?

A content component is a part of your marketing campaign that can be isolated and reused as a content block or rich content messaging if required. With MoEngage dynamic content creation is easy when you use MoEngage Content Blocks.

“In this age of the customer, the only sustainable competitive advantage is the knowledge and engagement with customers” – Forrester.

True indeed! Staying abreast with your customers’ preferences, behavior, and expectations to deliver seamless customer experiences is pivotal for modern-day businesses. Keeping that in mind, we spent the month of March innovating new features to help you gather more insights into your customers and take your engagement strategies a notch higher.

Here’s what’s new:

• Introducing Special Date Filters
• Additional Push Templates introduced
• Connector Campaigns get an upgrade
• Adding new integrations

Introducing Special Date Filters

Brands run numerous personalized campaigns to audiences segmented based on date and time attributes. These could be Birthday Campaigns wishing customers and providing special offers, Bill Reminders nudging customers to make payments periodically, or other similar communications.

Depending on the use case, the periodicity of these campaigns varies. Hence, companies need access to varied frequency options such as “daily at a certain hour”, “weekly on a certain day”, “yearly in a certain month”, “yearly on a certain date”, etc to schedule them effectively.

MoEngage has launched Special Date filters to cater to these requirements. It now enables customers with a wide array of frequency options to configure the date attributes while targeting the audience for the campaigns.

With this new feature, customers get to filter the date attributes based on the following frequency options:

• Date: To filter stored dates
• Daily where the hour: To filter dates based on specific hours of the day
• Weekly where the day: To filter dates based on specific weekdays
• Monthly where the day: To filter dates based on a specific day of the month
• Yearly where the month: To filter dates based on a specific month of the year
• Yearly where the date: To filter dates based on specific date month combination

Read more about it here.

Additional Push Templates introduced

To help you craft beautiful push notifications which are even more expressive and truly aligned to your company style and branding, we have introduced additional design styles for push templates. With this, on top of the simple basic notification you used already, now you get:

• Stylized basic template – Configure background color for notification with advanced text formatting options
• Carousel template – Showcase your catalog with up to five images in the notification with auto or manual scroll
• Image banner template (android only) – Take advantage of a larger image area (supported only via KV Pair using the basic template)
• Image banner overlay template (android only) – Customize text options on top of images (supported only via KV Pair using the basic template)

With these stylish new template styles, you can deliver an optimal push experience with rich & personalized notifications and engage your users like never before.

Learn more about Push Templates.

Connector Campaigns get an upgrade

Connector campaigns are special campaign types powered by MoEngage, that enable customers to extend their reach and include external social channels, ad-retargeting, and WhatsApp in their omnichannel engagement. To make Connectors even more relevant for the customers, we have introduced key changes.

• Connectors will now support all the campaign types – One time, Periodic & Event-triggered- just like the SMS channel.
• Connector campaigns can now be created with the “Create new” button on the dashboard.

These revisions will help customers get a more consistent and seamless experience while using the platform.

Know more about Connectors.

New Partnership launches to look out for

Partnerships with external entities are a sure-shot way to ensure seamless integrations, comfort, and getting more for their buck, for our clients. We are working on onboarding essential partners to achieve the same. Let’s have a look at our hero partners for the month.

This month, we have multiple key partnerships that have gone live!

Learn more about our Partners.

If you’d like to know more about these features or want to get started using them, drop us a note at [email protected]. And if you’re new to MoEngage, schedule a personalized walkthrough of our platform.

Did you know that 35% of Amazon’s E-commerce revenue is generated thanks to its advanced product recommendation engine? Did you also know that 80% of the stream time on Netflix can be attributed to its industry-grade content recommendation engine?

The modern consumer wants more personalized and contextually relevant communication. 27% of consumers find irrelevant content and product recommendations to be their most frustrating experience with brands, while 26% of consumers want brands to personalize experiences based on previous shopping history.

Customers no longer question the need to collect data because they expect you to use it to create delightful experiences for them. This includes delivering personalized recommendations to them. Although consumer brands understand the need for personalized recommendations, most are not well-equipped to create memorable customer experiences.

We’ve built Smart Recommendations to help you build personalized micro-moments for your customers. In real-time, you can send suitable recommendations to each customer based on their preferences, past interactions, and engagement patterns, easing product discovery and increasing conversion.

AI powers the all-new MoEngage Smart Recommendations to enable you to send real-time recommendations across any channel without any technical expertise.

This helps your customers discover new products and increase their probability of completing a purchase. You can create a seamless buying journey personalized to each individual’s unique needs by recommending the right products and items.

What Are the Different Recommendation Models You Can Use?

Smart Recommendations has six distinct built-in recommendation models, enabling you to serve your customers the most appropriate product recommendations.

1.Item attributes-based recommendations

You can use this model to recommend products based on specific item (product) attributes.

This model is best used when you want to showcase products for specific thematic events, occasions, requirements, and more.

Some examples of item attributes-based recommendations are recommending skirts that are “blue” in color and “large” in size or suggesting mutual funds that have “low SIP installments,” “high-interest rates,” and a “1 yr maturity period.”

2. User action-based recommendations

You can recommend products based on your customer’s past interactions and actions.

Customer action-based recommendations play a critical role in driving purchases for items your customers want.

Some examples include recommending products added to the cart but not purchased or suggesting TV shows customers have added to the wish list.

3. Catalog Alerts

You can use this model to recommend products when there are changes in their properties—such as price or available quantity—during a catalog refresh, compared to their values when the customer last interacted with them by viewing, wishlisting, or taking similar actions.

This model is ideal for driving conversions by nudging customers about favorable updates to items they’ve shown interest in.

For example, a travel app can recommend a holiday package the customer viewed earlier that’s now available at a lower price. A fashion brand might highlight a pair of sunglasses the customer liked that’s back in stock. Similarly, an airline app can prompt the customer to book a flight they viewed earlier in the day, as only a few seats are still available.

4. Recommended Items

Leverage our AI-powered algorithms to recommend the most suitable products for your customers.

This model filters items based on customer preferences, past interactions, and other customers’ engagement patterns, particularly from the last two months, to suggest products that are most relevant to them.

For example, if a customer checked out fitness shoes lately and prefers a certain brand, the model might recommend a pair of sports shoes accordingly.

If the customer is new or has been inactive, the model uses a fallback mechanism, suggesting trending and popular items that align with the customer’s captured characteristics—such as preferences, demographics, and other properties.

For example, a fitness enthusiast male from Canada might receive a recommendation for a trending men’s winter workout jacket, as shown in the image below.

This recommendation model is ideal for maximizing engagement, driving more purchases, and delivering personalized experiences.

5. Trending Items recommendations

You can use this recommendation model to boost conversions by recommending products that have garnered social validation and to guide new customers to a purchase on your website or mobile app.

The Trending Items recommendations model uses MoEngage’s proprietary suite of AI tools to recommend the most popular items products based on historical customer actions such as the frequency when an item was viewed, wishlisted, purchased, or added to cart.

A few examples of Trending Items include recommending the most viewed products in a particular month (like Sony’s Playstation 5 in the month of its release) or the best sellers in a specific category (like the Apple iPhone 15).

6. Similar items

Let Merlin AI recommend products similar to those a customer has last interacted with.

This model picks items based on product attributes and the historical co-occurrence of events.

The similar items recommendation model will help you avoid and reduce drop-offs in the buyer journey.

An example includes recommending dresses based on attributes such as price, brand, title, or category, often viewed together, added to a cart together, and more to a customer who has viewed a winter dress.

7. Frequently viewed together

Leverage Merlin AI to recommend products that customers frequently view together. This will depend on the latest product viewed by a customer.

This model is critical when you want to avoid and reduce drop-offs and showcase catalog versatility.

An example of this model being used is when a customer has viewed a phone, you can recommend other products, such as phone cases or accessories frequently viewed together.

8. Frequently bought together

Use Merlin AI to recommend products frequently bought with the latest producing listing a customer has interacted with.

This model is a great way to boost cross-sell opportunities.

An example of this model is recommending accessories other customers have frequently purchased to a customer who purchases a Television unit.

Why Did We Build Smart Recommendations?

Personalized recommendations have become necessary for brands to engage with customers, boost sales, and deepen engagement. 49% of customers had purchased a product because of a personalized recommendation they received from the brand.

We built Smart Recommendations to help brands send personalized, contextually relevant recommendations to customers.

This new feature enables you to send real-time, contextually relevant suggestions from millions of catalog products to each customer. The new Smart Recommendations will help you:

1. Ease product discovery
   MoEngage Smart Recommendations empowers brands to cut through the clutter and deliver the right products to customers when they’re looking for them.
2. Prevent customer dissatisfaction
   It can be a little annoying when customers search for products but cannot find them. When this happens regularly, it creates unhappy customers, possibly a bad reputation for the brand, and might lead to churn. Use Smart Recommendations to ensure that customers don’t have unhappy product search experiences.
3. Create the perfect purchase journey
   Each customer follows a different path to the purchase. Leverage Smart Recommendations to personalize the journey for each customer across multiple channels.
4. Deliver better shopping experiences
   49% of customers say they purchased a product they didn’t initially intend to buy after receiving a personalized recommendation. Create tailored experiences for your customers using Smart Recommendations and increase trust in your brand.

What Sets Smart Recommendations Apart From Other Solutions?

Smart Recommendations make it easier for your customers to discover new and relevant products. Here are reasons why our MoEngage is the solution to your current challenges:

1. Built-in recommendation models for every use case

Your customers’ needs are varied, and so are the use cases for your brand.

Marketers can choose the right recommendation model to implement the most appropriate strategy and delight customers with relevant recommendations – Item attributes-based, Customer actions-based, or AI-recommended.

2. AI-powered recommendations based on historical data

Leverage the power of AI to recommend products that would be most relevant for the customer.

Our recommendation engine keeps track of all customer interactions, preferences, and engagement patterns in real time. This information is then used to decode your customer’s purchase intent and deliver the most relevant recommendations.

3. Refine recommendations using filters for maximum relevance

With Recommendation Filters, you can now refine suggestions based on customer actions and product attributes to ensure you recommend only relevant products.

• User Action-Based Filters: Refine recommendations based on customer actions. For example, suggesting similar products and excluding already purchased items.
• Item Attribute-Based Filters: Refine recommendations based on product attributes. For example, suggest frequently bought together items that are either on sale, or from a specific brand, or available in the customer’s city.

These filters help you suggest precise and relevant recommendations for your customers.

4. Real-time recommendations

MoEngage’s recommendation engine feeds customer behavior to our proprietary algorithm as it happens, adapts to the new data, and refreshes quickly to provide relevant recommendations in real time.

5. Access to the recommendation technology that powers Amazon

MoEngage Smart Recommendations is built using AWS Personalize, the same recommendation engine that powers Amazon’s robust e-commerce website.

You can be assured that you get the most accurate and relevant recommendations powered by industry-leading and battle-tested algorithms.

6. Leverage all available communication channels

Delight your customers with relevant product recommendations across the website and the channels your customers prefer, such as Email, Push Notifications, SMS, In-App Messages, On-Site Messages, and Cards.

7. Go live without any technical expertise

Marketers don’t need data science or coding expertise to go live with Smart Recommendations.

You can integrate data, select recommendation models, and start serving relevant product recommendations quickly, all from an intuitive and easy-to-use interface.

How Can Smart Recommendations Benefit Your Brand?

MoEngage Smart Recommendations lets you send personalized recommendations to your customers across different touchpoints in your customer’s omnichannel journey, such as Push Notifications, Emails, WhatsApp, Facebook, Mobile In-app Messages, and Website Banners. You can personalize the recommendations for each customer journey stage and enable your customers to find what they want quickly. Your customers no longer need to click or search multiple times to find their favorite product on your website. This will help you:

Boost Revenue

Suggest the most relevant recommendations to each customer based on their preferences, helping them discover products and services faster. By helping your customers fulfill their needs more quickly, you can improve the overall experience and increase revenue.

Increase Average Order Value and LTV

Recommend popular, relevant, and trending products to your customers when they’re about to complete a purchase and encourage them to increase their order value. Over time, this also helps you improve customer LTV.

Improve Conversion Rates

Customers are more likely to purchase products they resonate with. So if your campaigns recommend products aligned with their preferences, they are more likely to convert and give you better conversion rates overall.

Reduce Cart Abandonment

Suppose your customers are hovering around the exit button or performing other actions that indicate they’re uninterested in completing a purchase. In that case, you can slip in a relevant recommendation to pique their interest. This helps reduce cart abandonment and improve conversions.

Create Better Experiences

With MoEngage Smart Recommendations, you can show your customers exactly what they’re looking for before they even start searching. Surprise your customers at every step with a relevant, personalized recommendation and create better experiences for every customer.

Influence Usage and Drive Retention

Recommend the newest shows or songs from a customer’s favorite artist. Recommend precisely what customers want before they search for it and improve their trust in your brand. These recommendations will also help you create happy customer experiences that keep them coming back for more.

Everyday Use Cases for Smart Recommendations

Retail and E-commerce

• Brands can leverage the AI recommendation model to suggest clothing items best suited to customers based on their preferences and past interactions.
• Brands can also remind customers to complete the purchase of products they’ve abandoned in their carts.
• Brands can recommend specific products to customers during special occasions, such as “red” colored “hats” with “cotton” fabric during Christmas.
• Brands can recommend clothing items that customers wished for or liked, which are now back in stock or available at a lower price.
• If a customer views a pair of running shoes of a certain brand, you can recommend similar running shoes of the same or a different brand with similar pricing.
• When a customer views a TV of a particular brand, marketers can recommend TV units of other competing brands or show accessories such as speakers or streaming devices often viewed together by other customers.
• If a customer purchases a laptop, you can recommend other items, such as a laptop bag or external hard drives often bought together by other customers.

Banking and Financial Institutions

• Brands can leverage AI to recommend credit card point redemption offers best suited to customers based on their preferences and past actions.
• Banks can recommend mutual funds with features specifically relevant to students, such as “low SIP installments,” “high-interest rates,” and “small maturity period.”
• If a customer views a credit card with lifetime free rewards, you can recommend similar reward credit cards with similar benefits.
• Investment apps can recommend stocks the customer viewed earlier that are now trading at a lower price.
• When a customer views the available travel insurance of a particular brand, marketers can recommend insurance plans from competing brands or similar products, such as a Forex card, often viewed together by other customers.
• If a customer purchases a life insurance policy, you can recommend other items such as disability insurance, long-term insurance, or retirement plans often bought together by other customers.

Music and OTT Platforms

• OTT brands can leverage the AI recommendation model to suggest TV shows customers would be most interested in watching based on their preferences and past interactions.
• Brands can recommend “newly arrived” TV series or music albums of a specific genre.
• Brands can suggest “movies” from the “RomCom” genre with a specific actor, such as “Julia Roberts,” during Valentine’s week.
• Brands can also suggest TV shows customers have added to their ‘watchlist.’
• OTT platforms can recommend paid shows or movies the customer showed interest in earlier, which are now available to stream for free.
• If a customer views a certain movie on your streaming app, you can recommend similar movies with the same actor, director, or genre.
• When a customer explores a specific fashion documentary on your streaming app, you can recommend other fashion documentaries or movies based on real life that other customers often view together.
• Suppose a customer purchases a premium ad-free music subscription. In that case, marketers can recommend other paid add-ons such as offline listening, high-quality audio, or the option to listen together, often bought together by other customers.

How Can You Get Started?

If you’re an existing customer, contact your favorite MoEngage account manager to get started with Smart Recommendations. If you’re new to MoEngage, you can request a demo here.

Brands can now use MoEngage in partnership with Mailmodo to send personalized AMP emails to customer segments from within the MoEngage platform.

Imagine receiving a customer survey from your favorite brand on a busy day. You click on the call-to-action that takes you to an external webpage. You have to fill your responses there, but mid-way you leave it because you are distracted by that awesome discount offer or suddenly remembered to reply to that email your boss sent you. You go back to your inbox again to read the other emails, and the survey is left incomplete.

Sounds familiar? This happens to your customers as well, when you send them a registration form, ask them for feedback or to participate in a survey. They might open your email but refrain from clicking on the call-to-action button, or even if they do, they might not complete the action if it is monotonous.

One way to solve this issue and improve your engagement rate is by transitioning from static content to dynamic content.

You can make your emails more engaging by adding interactivity. Studies reveal that 91% of customers want interactive content. Interactive emails contain elements that would require the customer to click, tap, swipe, or watch the content. They can perform all these actions within the email without switching to a webpage.

MoEngage has built an integration with Mailmodo, allowing marketers to send AMP Emails to customer segments from within the MoEngage platform. Mailmodo is an email marketing solution provider that leverages Google’s AMP technology to create and send interactive emails.

When should you use AMP Emails?

Consumer brands must consider adopting the usage of AMP Emails when they face the following challenges:

1. Poor engagement: The engagement rates of static emails are reducing, due to which brands are unable to deliver a good, connected, and relevant customer experience.
2. Fractured conversions: The links embedded in traditional emails take customers outside their inboxes. Most customers don’t prefer this switch, impacting your click-through and conversion rates drastically.
3. Safety issues: Sometimes, the third-party non-AMP alternatives you use to improve email capabilities could have serious data security issues. You might also be compelled to plug in their ads in your emails, which could impact the security and your customer’s experience.

Organizations that use AMP Emails through external email platforms also have their challenges. They have to rely on multiple platforms to segment and send AMP Emails, making the whole process tedious and time-consuming.

MoEngage wanted to provide brands with a solution to segment and trigger dynamic emails from a single email marketing platform. That’s why we partnered with Mailmodo to build a plugin that allows brands like yours to create customer segments and send AMP Emails from the MoEngage platform.

You can now use MoEngage to create customer segments and use Mailmodo to create AMP Emails using templates. After you’ve sent AMP Emails to your identified segments, you can retrieve and analyze the campaign stats within the MoEngage platform.

This integration is useful across all industries and is a perfect tool for marketers and growth marketers to achieve their email campaign KPIs.

How does the MoEngage <> Mailmodo partnership help you?

You can now use MoEngage to:

• Create customer segments
• Personalize and use dynamic email templates
• Send AMP Emails
• Measure campaign performance stats and impact on North Star Metrics

How to use AMP emails to boost conversions?

Here are a few common use-cases of AMP Emails with the MoEngage and Mailmodo integration:

• Form submission: Send an email with a fillable form to boost registrations or upgrade your customers

• Feedback and NPS surveys: Embed a feedback survey in your email to receive reviews from your customers

• Appointment scheduling: Add a calendar scheduling option to allow your customers to book an appointment with you from the email itself.
• Catalog browsing: Embed your product catalog in your email. All your customer has to do is browse through the products within the mail and place an order.

Here are some great examples of AMP Email campaigns:

1. AMP Emails for Shopping:

• Trigger reminder mail with embedded purchase completion mechanism to customers with items left in the cart
• Send new collection arrival update with inmail catalog browsing
• Prompt shopping experience feedback from recent buyers via an embedded form
• Use discount codes with gamification to increase engagement of promotional emails

2. AMP Emails for Media & Entertainment:

• Send suggestions of new TV shows or movies with an embedded one-click “Add to Library” option
• Request recommendation relevance feedback via an embedded form
• Add an option to upgrade the current subscription plan to your email
• Send email to customers with embedded content preference options to select

3. AMP Emails for Travel & Hospitality:

• Trigger hotel booking deals over mail, with embedded calendar scheduling to select dates
• Send reminder mail with embedded payment completion option to customers with saved or wishlist trips
• Prompt customers to comment instructions on their upcoming trips over mail

4. AMP Emails for Banking & Finance:

• Enable customers to refer friends for new card/account from inside the mail
• Send payment reminder mail with embedded payment completion window
• Prompt “payment reminder notifications” preferences over mail to existing customers

How to send AMP Emails?

You can send dynamic emails by following these four steps:

Step 1: Connect your email delivery service provider with Mailmodo

You can configure your Mailmodo account and connect with your email delivery service provider. If you are an existing MoEngage customer, you can choose SendGrid as the email delivery service provider.

Step 2: Use Mailmodo’s AMP Email builder

You can create or upload new templates from MoEngage or other platforms for your email campaigns. You can also add different AMP elements such as the feedback form, survey, appointment scheduling, etc., to make your emails more interactive.

Step 3: Send personalized AMP Emails

You can set up and enable the campaign in Mailmodo by adding email details such as the subject line, pre-header, sender name, etc. You can select the trigger events and import contacts from MoEngage in this step.

Step 4: Measure the performance of email campaigns on MoEngage

You can export the email performance data from Mailmodo to MoEngage to analyze and measure the performance of the entire email campaign on your Northstar Metrics.

How can you get started?

To get started, you need to create and configure your Mailmodo account and connect it with an email delivery service provider. If you are an existing MoEngage customer, you can use SendGrid as the email service provider.

If you’re an existing customer, reach out to your favorite MoEngage Customer Success team member. If you’re new to MoEngage and want to get started with AMP Emails, you can drop an email at [email protected].

Further Reading

• Framing Email Marketing Strategy That Effectively Engages and Converts [PODCAST]
• The Modern Marketer’s Quick Guide to Email Marketing [Ebook]
• Email Engagement Best Practices: The What, Why, and How [Article]

Frequently Asked Questions

1. Is AMP for email worth it?

Absolutely! Dynamic and interactive emails not only increase engagement but also introduce frictionless onboarding or purchasing experiences for your customers. Brands have seen an improvement of 3X in conversions thanks to this.

2. How to send a dynamic email or interactive newsletter?

You can send dynamic emails or interactive newsletters by using the MoEngage <> Mailmodo plugin. You can use MoEngage to build a customer segment based on their affinity, preferences, probability to churn or purchase, or their location, and then use Mailmodo AMP Email templates to send hyper-personalized email campaigns.

3. How to build AMP Emails?

You can build AMP emails using Mailmodo’s email builder or selecting from multiple prebuilt templates for different use-cases such as NPS surveys, feedback, registrations, catalog browsing, or even building seamless transactional experiences.

4. How do I send a fillable form by email?

Using the MoEngage <> Mailmodo integration, you can identify different customer cohorts who would want to receive a fillable form by your brand via email. You can then build interactive AMP emails with a form embedded in the email, allowing your customer to fill this form without navigating away from their inbox.

5. What’s wrong with Email Marketing today, and how can we fix it?

The biggest pet peeve customers have with emails is the action of moving away from their email inbox to another website. This use of static emails is the biggest challenge in Email Marketing today. We can fix this by adopting new-gen dynamic and interactive AMP emails, which allow your customers to browse catalogs, fill out forms, share feedback, and even transact without leaving their email inbox.

6. How to make my email mobile responsive?

You can make mobile responsive emails by opting for prebuilt AMP email templates or building your own dynamic email using AMP components, and using the MoEngage <> Mailmodo plugin to improve conversions from your email campaigns.

Is it just us, or do you also feel like the year just began? It seems unbelievable that it’s already March. The weather is changing, and people are forgetting their new year’s resolutions. It’s just that time of the year—so we thought we’d freshen it up a little with some great new product updates. Read on to find out, but here’s a quick gist:

• Stay ahead of the iOS 15 update
• Say goodbye to copy-paste with Content Blocks
• Send interactive emails with AMP
• Create better Flows with the new status updates
• Run deeper analytics with additional metrics
• Get better insights with revamped reports

Adapting to the iOS 15 updates

With the latest iOS 15 update, Apple has announced changes in push notifications aimed at helping customers stay focused and avoid unnecessary interruptions. We’ve now updated our products to adapt to these changes:

Learn more about the iOS 15 update here.

Say goodbye to copy-paste with Content Blocks

Marketers often reuse content across cross-channel campaigns. Manually copy-pasting and using this content gets tedious and wastes time and effort. MoEngage’s Content Blocks allows you to manage your reusable, cross-channel content in a single, centralized location. It lets you seamlessly reuse content across all messaging channels—email, push, in-app messages, and more.

With the new Content Blocks, you can:

1. Create pre-defined assets to be used across multiple campaigns
2. Edit multiple campaigns at the same time by simply updating the content blocks

Learn more about content updates here.

Send interactive emails with AMP

Email marketing has continued to claim its fame in engaging and delivering the best ROI. However, static read-only mails are passé and witness poor conversions already. Customers today expect a much more personalized and interactive experience, just like an app. AMP emails enable that.

With the Mailmodo <> MoEngage integration enabling AMP emails, you can do all of the following from within the platform:

1. Create customer segments as the audience for your email
2. Personalize and use dynamic email templates powered by Mailmodo
3. Trigger AMP email campaigns
4. Analyze campaign performance stats

Learn more

Adding new statuses in Flow

We introduced two new statuses to Flows – “Scheduled” and “Completed” to help you quickly orchestrate omnichannel campaigns for your customers.

• Scheduled: When the flow is published, and customer entry is scheduled at a defined date and time in the future.
• Completed: When all your customers have entered and exited the flow, i.e., there are no active flow trips in the flow

While at it, we also renamed the “Published” status to “Active” for all flows. With these revisions, the new flow lifecycle looks as seen below.

We are enabling this phase-wise, so these changes will automatically reflect once enabled for you. Learn more

New additional metrics to analyze campaigns

To help you gauge the performance of your campaigns even better, we have added additional metrics to the campaign analysis section for the key channels. Now you can instantly analyze delivery rates, click-through rates, and conversion rates for push, SMS, and email campaigns. For connector campaigns, you can explore success rates and conversion rates.

Learn more

Revamped reports for better insights

We’ve upgraded our report builder to strengthen your understanding of key customer insights. Our revamped reports come with an enhanced structure and format and will enable you to:

1. Configure the periodicity of the reports – daily/weekly/monthly, etc.
2. Set up multiple reports based on your use cases
3. Configure the file structure as per your choice, i.e., file name, file types, file formats, column names, and custom column
4. Customize reports with additional selections such as locale and variation level breakdown, aggregate vs. custom range stats, etc.
5. Get better readability of the column names.

The new reports will replace any older “Daily reports” you’ve configured. Additionally, the existing “Basic reports” will also transform to the latest reporting structure and format.

Please note, any automation done on the older reports might not work anymore. Those scripts need to be revised and reconfigured for the newer reports. Learn more about the new reports here.

Try out the new updates

If you’d like to know more about these product updates or want to get started using them, drop us a note at [email protected]. And if you’re new to MoEngage, schedule a personalized walkthrough of our platform.

To optimize response rates, marketers spend weeks segmenting customers and crafting relevant messages. However, customers can respond to the communication only when they see it.

Customers have varied habits and daily routines, which influence the ways they interact with your brand. Some may actively engage with your business during the early mornings, while some later in the evening. Differences in time zones may also alter preferences. In addition to timing, customers may prefer engaging on one channel over the others. Some may engage more on email, while some might prefer SMS or push notifications.

To drive customer engagement to the next level, factoring in the most opportune time and the right channel becomes crucial.

Reach out at the right moment with Best Time to Send(BTS)

Our advanced AI engine, Merlin AI, studies the past behavior of each of your millions of customers – and figures out if there’s a particular time at which they consistently interact with your emails, SMS, or push notifications. Merlin AI then tags every customer profile with a “Best Time to Send” attribute, which you can use in your campaign orchestration. Each customer may have a different “Best Time to Send” for email, SMS, and push, depending on their interactions on each of these channels.

Enabling BTS in campaigns

The “Best Time to Send” feature takes the guesswork away from your marketing team. It learns from your customer’s activity over time to identify statistically optimized “Perfect Timing”. The AI engine, Merlin AI, also adapts to changing customer behavior and continuously updates the “Best Time to Send.”

Engage customers on their Most Preferred Channel

Marketers use multiple channels to communicate the same message to their customers. This does not necessarily translate into better engagements as customers may have channel preferences too. Supercharge your campaigns by reaching out to each of your customers through their preferred channels instead of bombarding them across all channels.  Merlin AI, our AI engine, looks at the different channels that each customer has engaged with in the past and tags this information as an attribute against the customer profile.

Let’s look at the illustration to understand how “Best Time to Send” and “Most Preferred Channel” features work.

• Max gets the email(most preferred channel) delivered at 6 AM since her best time coincides with the campaign time
• Sheila is sent a push notification(most preferred channel) at 10 AM as its closest to her best time
• Rita’s SMS(most preferred channel) is delivered at 6 AM as 10 PM BST is closest to 6 AM

Summing up

With Best Time to Send and Most Preferred Channel features, you can:

• Engage varied audiences across time zones effectively- An OTT platform or a travel portal can reach out to their customers across the globe at their best times as per their time zone. Doing this manually would otherwise have been an intimidating task.
• Be less intrusive and trigger higher engagement – An e-commerce or food delivery app would see higher responses when they connect with their customers and interact the most with their businesses on their preferred channel.
• Build long-term loyalty- Whether you are an OTT platform, food delivery app, or an edtech company, your customers notice that you consistently cater to their needs in ways they prefer the most. This earns you their loyalty.

It’s easy to enable this feature within the MoEngage platform. If you are a MoEngage customer, please reach out to your customer success manager or raise a support ticket.

If you do not use MoEngage, but would like to learn more about our product, click here to schedule a demo.

2021 was our best year ever! Take a look at our record-breaking numbers in this article. We dedicated the last two months of 2021, November and December, adding product updates focussed on helping you gather more insights – about your customers, their journeys, and your customer engagement campaigns.

Here’s what’s new:

• Introducing Consolidated Campaign Stats
• A brand new Data Management feature
• Adding a new SMS service provider – ICS Mobile
• Powering up Emails with Sherpa
• AI-Powered Multivariate Testing and Control Groups

Introducing Consolidated Campaign Stats

Measuring your customer engagement efforts is pivotal for optimizing campaigns and increasing the overall impact on your North Star metrics. We noticed that teams in charge of customer engagement spend an incredible amount of time and effort in gathering these performance insights. Not any more! With MoEngage’s Consolidated Campaign Stats, you can now access all of these under a unified, easy to access, dashboard view.

With this newly added feature, you can use the MoEngage dashboard to:

• Measure the overall performance of your Customer Engagement efforts
• Analyze the performance of individual communication channels at different time periods
• Compare the effectiveness of different communication channels against varied metrics
• Identify your best and least-performing campaigns for select communication channels, and much more

You can read more about Consolidated Campaign Stats here.

A brand new Data Management feature

With data management on MoEngage, you now have a central location to manage all your data, i.e., events, event properties, and customer properties, through an easy-to-use user interface.

With Data Management, you can:

• View all events, event attributes, and customer attributes in one central view.
• Add or edit display names for events and customer attributes, so you can understand your events and attributes better while creating campaigns.
• Block unnecessary events, event attributes, and customer attributes so that MoEngage no longer processes them.
• Hide unnecessary data from drop-downs to avoid creating segments/campaigns with incorrect data.
• Mark the allowed data types of your event and customer attributes to make the appropriate operators available during segmentation and analytics. Once you have defined the allowed data type of your attributes, MoEngage will automatically typecast the incoming data to the set data type.

You can check out our documentation on Data Management here.

Adding a new SMS service provider – ICS Mobile

We’ve now added another SMS service provider to our ecosystem – ICS Mobile. You can configure ICS and start sending SMS through this service provider. Additionally, you can leverage the Click Tracking feature provided by ICS as well.

Learn how to configure this new SMS provider here.

Powering up emails with Sherpa

We have consistently focused on building solutions that can automate and bring data-backed optimization to campaign delivery. To maximize conversions from emails, we have added our proprietary, AI-powered Content Optimization algorithm, Sherpa, to email campaigns.

When you run A/B tests on email campaigns using MoEngage, you can choose to set the distribution manually or let Sherpa do it for you. Sherpa will dynamically split customers among multiple variations to maximize CTRs (click-through rates) and conversions of your email campaigns.

You can read more about Sherpa here.

AI-Powered Multivariate Testing and Control Groups

With newly added Control Groups you can effectively measure the efficiency of your inbound campaigns with just a toggle! You can check whether specific campaigns are driving customers further down the conversion funnel or not—and if they do, which campaigns are more effective than the others.

You can read about the importance of Multivariate testing here.

If you’d like to know more about these features or want to get started using them, drop us a note at [email protected]. And if you’re new to MoEngage, schedule a personalized walkthrough of our platform.