Reading Time: 7 minutes

In today’s fast-paced digital world, messaging platforms are integral to everyday lives.

Consumers rely on multiple messaging channels, from WhatsApp to Emails to SMS, to receive critical transactional alerts from brands. They expect immediate responses and updates on important events at their fingertips.

But building a reliable, scalable, and secure messaging system is easier said than done.

As organizations grow, messaging and communication needs become more complex. Adding multiple channels requires a dedicated team to maintain and update messaging infrastructures. Integrating vendors and channel providers need about 8 weeks of Engineering efforts.

This is where MoEngage Inform steps in.

What Is MoEngage Inform?

MoEngage Inform is a unified messaging infrastructure that enables you to build and manage transactional alerts across channels through a single API.

Using MoEngage Inform, brands can deliver critical messages to customers in real time. These include alerting customers when a package arrives, sending OTPs for approving transactions or logging in securely, cab arrival updates, or password reset requests.

Why Did We Build A Transactional Messaging Infrastructure?

1. Maintaining a messaging system requires significant Engineering bandwidth

Product-centric teams have no control over the content or logic of transactional alerts in current messaging infrastructures.

Setting up new alerts, editing or updating existing alerts, fetching performance data, adding new channel support, and optimizing alerts for new templates – current messaging systems require the Engineering team to step in for all, and more.

With core activities coming up frequently, Engineering teams are often forced to deprioritize these requests.

We have a notification microservice. It is ‘non-core’ to us. We have new features planned every quarter, and often, changes need to be made which require testing and deploying cycles. I would want to replace this system with an easy-to-use notification infrastructure without having to dedicate development bandwidth to building and maintaining it perpetually.

If only sudo commands worked irl 🥲. Relevant XKCD:

2. Lack of data and insights about transactional messages

Insights-led Engagement is the modern marketer’s approach to efficient Customer Engagement. Sending communication to customers without insights is like running a marathon with a blindfold – you are very likely to bump into hurdles and harm your overall goals.

Product and Marketing teams need easy access to alerts’ performance, how customers react to them, and what impact alerts have on business metrics such as LTV, revenue, or retention.

But when collecting data and insights requires the involvement of functions with stretched deadlines such as Engineering, it creates friction. Friction leads to delays. And delays lead to lost opportunities to grow.

3. Recurring broken customer experiences and a lack of a unified view

Did you know that 22% of consumers get frustrated when brands send them too many or too few messages? In fact, consumers are less frustrated when brands fail to personalize their experiences than missing out on critical alerts (source)!

Since transactional messages are siloed from promotional messages, there is a lack of a unified view of all alerts and notifications received by customers. Because of this, teams cannot identify if a customer has already received an alert on one channel and don’t automatically stop the same message from going on to other channels.

We don’t get alerts for when critical notifications break unless our customers tell us they didn’t receive an update.

This leads to broken experiences and frustrated customers who will remember your brand for the wrong reasons.

4. Messaging infrastructure is complex and expensive to build

Building a high-performance, reliable notification engine requires multiple iterations. Modern messaging systems need to evolve with consumer preferences and equip marketers and product owners to send personalized notifications without annoying customers.

Additionally, the infrastructure should be able to scale without effort so you can seamlessly add new communication channels, such as WhatsApp Business, to your omnichannel strategy.

Developing and maintaining a notification engine is easier said than done. You need to coordinate with multiple functions – Marketing, Design, Product, and Engineering, to make sure the notification engine works seamlessly. With development bandwidth constraints, making a reliable notification delivery system meant re-writing the service repeatedly every 6 months or 1 year.

Why Do Brands Need MoEngage Inform?

If you found yourself nodding your head while going “hmm..” as you read through the above points, our latest feature, MoEngage Inform, will be a breath of fresh air.

With MoEngage Inform, you can build and manage transactional alerts across channels through a single API.

MoEngage Inform saves time, is reliable, can scale with minimum effort, and gives meaningful insights to help you grow your North Star Metrics.

Here’s what makes MoEngage Inform the most reliable messaging infrastructure for your brand:

• Plug and play: MoEngage Inform fits seamlessly with your existing stack with minimum Engineering effort.
• Improve Customer Experience: With Smart Orchestration, stop sending the same alert multiple times on different channels if a customer has already interacted with your message.
• Multichannel: Deliver important alerts via multiple channels, such as Email, Mobile Push Notifications, SMS, WhatsApp, Web Push Notifications, In-app Messages, and more, through a single API.
• Unified view: Analyze all alerts in one centralized location and drive collaboration across multiple functions – Marketing, Design, Product, and Engineering. Get complete visibility into the logic, content, and timing of alerts that are up and running, on the go.
• One-time setup: The Inform API is a one-time setup API and does not need regular check-ins by the Engineering team, freeing up their resources and bandwidth.
• Real-time delivery: The MoEngage Inform API is built for high speed and reliability. With the average message delivered in under 5 seconds, your customers will receive critical alerts in time.
• Secure, Scalable, and Reliable: Since the Inform API is a part of the MoEngage ecosystem, it adheres to global compliance and regulations such as GDPR, CCPA, ISO 27001:2013, SOC 2 Type 2, CSA STAR, and more. With MoEngage Inform, you can seamlessly add new channels or vendors, and switch between the vendors without having to redeploy code.
• Cost-efficient: Sending alerts on multiple channels leads to increased costs, especially when a customer has already received an alert on one channel, and you continue to send messages on other channels. The MoEngage Inform API cuts down on unnecessary spending by automatically stopping once your customer engages or converts.
• Built-in personalization: With MoEngage Inform, you can send relevant alerts across channels.
• Fallback mechanism: MoEngage Inform’s built-in fallback mechanism automatically picks other vendors and channels upon a delivery failure.

This is what Anand Madanapalle Sridhar, the Associate Director of Product Management at Zeta, a next-gen banking tech company in India, had to say:

How Is MoEngage Inform Different From Current Transactional Messaging Infrastructures?

Without MoEngage Inform, Engineering teams need to build and maintain several APIs and work with different vendors for each communication channel.

Most often, building transactional alerts for each channel requires a dedicated workflow, making the entire process difficult and time-consuming to scale.

Here’s what current messaging systems look like:

And, here’s how the MoEngage Inform API works:

With a single API and a one-time setup, you can set up a reliable and scalable messaging infrastructure to send critical transactional alerts to your customers.

With MoEngage Inform, you can add new communication channels in minutes, seamlessly switch between vendors, and manage alerts on multiple channels. The MoEngage Inform API supports over 30 service providers, with SDKs available in all major languages.

MoEngage Inform’s Priority Logic allows you to set rules such as channel preferences and delivery prioritization. It also gives you the flexibility to add conditional statements to define the priority logic.

You can easily update/edit message content and design with MoEngage’s pre-built templates and WYSIWYG editors across Push Notifications, Emails, and Text Messages (SMS).

How Can Brands Use MoEngage Inform?

Financial Services and Fintech

• Fraud prevention and security alerts
• Transactional alerts (money debited/credited)
• Wire transfer updates
• Overdraft/withdrawal limit reached

Media & Entertainment (OTT) and Digital Publications

• Subscription purchases or upgrade alert
• Trial expiration message
• Alert when a new profile is created or added
• Live score updates

Lifestyle and Health & Fitness

• Trial or membership expiry alert
• Fitness milestones achieved (like 10k steps recorded)
• Welcome message on signing up
• Drop in heartbeat or oxygen levels
• Loud environment alerts

Retail & E-commerce

• Order confirmations
• Shipping updates and alerts
• OTPs to receive packages
• Failed payment alert

Telecommunication

• Data limit notifications
• Trial or subscription expiry alerts
• International roaming updates

Ed Tech

• Course completed
• Course purchased alert
• Trial or subscription expiry

Travel & Hospitality

• Flight changes or updates
• Cab confirmation and arrival
• Table availability alerts

Conclusion

Building a transactional messaging infrastructure with MoEngage Inform ensures you have a reliable, scalable, and secure system while retaining complete control over functionality. This allows you to focus on your core offerings instead of building a backend infrastructure so that you can deliver critical transactional alerts without breaking customer experiences.

MoEngage Inform is an all-in-one transactional messaging solution for your brand’s transactional alerts across multiple channels through one single API.

Brands can use the Inform API combined with MoEngage’s Insights-led Customer Engagement Platform to support all of their transactional notifications and campaigns and get a holistic view of their customer’s journey.

If you’re an existing customer, reach out to your favorite Customer Success Manager to get early access to MoEngage Inform. If you’re new to MoEngage, connect with an expert to learn more here.

Reading Time: 7 minutes

We’ve all experienced personalization in numerous ways, and some of those experiences keep us returning to the website. 

Personalization has become a critical part of a marketer’s toolkit to create delightful experiences and drive conversions. 25% of customers get frustrated when brands send irrelevant content or product recommendations. This goes on to show the importance of segmentation and, accordingly, personalizing experiences for customers.  

Moreover, brands that use personalization see a 10% to 15% boost in their revenues. What does this mean for marketers? The better your knowledge of your customers and how you create tailored experiences, the higher the ROI.

The numbers prove personalization’s importance and impact on customer engagement, conversions, and retention. Excited and ready to see the effect of personalization?

Well, then, say hello to MoEngage’s Website Personalization!

What Is Website Personalization?

Website Personalization is a marketer’s essential customer engagement component that helps create contextual and tailor-made website experiences. It’s a great way to create memorable experiences according to your customer’s preferences and behavior. 

Creating personalized web experiences can be hassle-free by tapping into the power of AI automation and actionable insights. You can personalize every component of your website at speed and scale. These could range from personalized offers and product recommendations based on the audience’s past behavior and preferences data, and even for first-time unknown visitors! You can do all of this without a line of code too!

Your website can now be a solid pillar of your omnichannel customer engagement strategy. You can create connected experiences with website personalization across all your marketing channels. Want to know how you can do this? A powerful customer engagement platform like MoEngage can help you.

Why Should You Prioritize Website Personalization?

91% of consumers are more inclined to shop with brands that show recognition, remember their preferences, and provide relevant product offers and recommendations. In fact, personalized website experiences are responsible for a 28% boost in marketing campaigns’ efficiency.

Let’s look at some of the key benefits of website personalization for your brand.

Boost Opportunities to Engage, Convert, and Retain

Have you made purchases based on product recommendations on your favorite apps or websites? That’s the potential and power of creating personalized experiences.

Brands across verticals see high conversions, engagement, and retention by simply deploying tailor-made recommendations that nudge visitors and customers to make a purchase. 

One way of doing this is by showing relevant website content based on their cart activity on the homepage, category page, or product pages. This also helps them pick up from where they left off while helping you boost your conversions.

Shorter Sales Cycles

With an attention span of a goldfish, and multiple brands and products to choose from, it’s challenging to grab eyeballs for your brand and maintain it. But when you create personalized website experiences that your audiences love, you’re well on your way to boosting customer engagement and shortening your sales cycles. 

A great way of achieving this is by showing personalized dynamic website campaigns by personalizing every component of your website based on their behavior, preference, or affinity. The best part? You can personalize each component without dependency on your design or dev effort!

Create Relevant Experiences For Customers and Anonymous Visitors

When you understand your customers and prospects and their buying journey better, you inevitably offer them delightful brand experiences. This piques their interest in your offerings, creates connected experiences, and boosts customer loyalty. 

How does this work, you may wonder. You can create dynamic experiences based on your known or unknown visitors’ entry points. These entry points can be based on traffic sources such as email, SMS, or ad campaigns. You can then accordingly show visitors eligible offers, deals, or even product recommendations. For example, when a visitor receives a discount coupon code in their email, the same coupon code can be shown to the visitor whenever they visit your website.

Run Campaign Experiments to Optimize For Conversions 

Data has radically transformed how we market our products and services to consumers. To create the best website experiences, you need to be equipped with accurate insights into your customer segments and the relevant best-performing campaigns. You can experiment with website campaigns across multiple segments and cohorts to help you narrow down the best-performing ones. 

But how will this help? 

When you can preview and test your campaigns before publishing them. Campaign experiments enable you to preview and test before publishing them. The experiment results give you the right insights on what’s working best and double down on those efforts. In turn, you’ll be able to drive higher conversions and a better ROI. These campaign experiments could range from content, graphics, product recommendations, website banners, cart activity, geolocation, and more.

You can now optimize your customer engagement strategies for long-term and exponential growth with insights such as the performance of your revenue metrics or clicks.

UPDATE: Level up your website recommendations with the same personalization engine that powers Amazon! 🚀 Your website is a pivotal touchpoint in your customer’s product discovery and shopping journey. Providing hyper-personalized, contextual product recommendations to your website visitors can help resolve poor product discovery or website browsing experiences.  Here are a few ways consumer brands can use MoEngage’s Smart Recommendations with Website Personalization: 1) Deliver tailored shopping recommendations to customers on your website based on their preferences and interactions. 2) Simplify product discovery by providing recommendations based on occasions, preferences, buying patterns, and past interactions. 3) Make the buying process seamless for your customers by delivering recommendations based on key customer events across the lifecycle. Recommendation models available through smart recommendations include: Product attribute based recommendations Similar items Frequently viewed together items Frequently bought together items User action based recommendations AI-based recommendations Read more here: Recommend Perfect Products with Smart Recommendations

How To Use MoEngage’s Website Personalization To Create Delightful Experiences

Website Personalization creates connected experiences that tell your visitors and customers that you know and understand them, how important they are, and the value your brand offers in making their lives easier and more delightful. 

Here are a few ways each industry can use Web Personalization to boost engagement and lift conversions. 

For Retail & E-commerce brands

• Run multiple campaigns across channels such as email, push notifications, social media, and SMS
• Offers and product recommendations
• Personalizing messaging, content, product recommendations, and website banners based on the visitors’ location and language preferences. You can also launch region-specific sales discounts and offers

For Banking and Financial Institutions

• Show personalized home loan offers, content, and other recommended loan offers
• Create tailor-made omnichannel campaigns based on traffic sources and pages viewed. For example, when a visitor clicks on a Facebook ad about credit card offers, you can show them the same offer on your website and send them a personalized email about the offer to nudge them to make a purchase 
• A returning visitor can be shown promotional offers on the home page that is crafted specifically for them
• For instance – A visitor fills out a loan calculator on a bank’s website but does not apply for a loan. The visitor is shown a personalized banner based on variables entered in the calculator to nudge them to apply for the loan

For Media & Entertainment Brands

• Personalized website banners showing subscription upgrade offers for subscribers in a specific location
• Content recommendation based on the visitors’ past listening history, complementary products, or most popular category
• Premium subscribers and lower-tier subscribers can be shown different website banners with customized offers—based on their subscription plan
• Customize website layouts such as Call-to-Action (CTA) buttons to show recommended shows and banners using the visual no-code editor quickly and easily

For Travel & Hospitality Brands

• Dynamically restructure page layouts or swap website banners based on intent, most-viewed flights or hotels or travel destinations, preferences, and segments 
• Convert a known or an unknown visitor to a customer by dynamically swapping your website banners based on real-time activity
• Change home-page banners for visitors based on their segment profile and affinity—For example, you can show budget travel destinations to budget travelers and luxury travel packages to premium customers

Conclusion

With break-neck competition to keep up to and several options available to today’s consumers, it’s pivotal to stand out from the crowd. Website Personalization empowers your brand to offer personalized, relevant, and timely experiences that resonate with your audiences and customers. 

MoEngage Personalize helps you achieve all of this at speed, and scale, without a single line of code. Excited to learn how your brand can implement Web Personalization? If you’re an existing customer, please get in touch with your favorite customer success manager. If you’re new, you can talk to our expert here.

Reading Time: 2 minutes

Crafting a winning Customer Engagement strategy requires a modern Customer Engagement stack. And with increasing customer expectations, a single or combination of a few platforms or apps is not sufficient enough to meet customers’ needs.

To keep customers engaged, businesses need to leverage different specialized apps and platforms at various stages in their journey be it for attribution, segmentation, or communication. In addition, all these apps should seamlessly integrate securely with each other and share data in real-time for end-to-end visibility.

This helps businesses get the maximum out of their customer engagement tools and provide experiences that customers resonate with.

Meet MoEngage App Marketplace

At MoEngage, we understand the importance of discovering the right set of apps and integrations that fits your needs and helps extend the usability of our platform. This is why we’re thrilled to announce, one of its kind, app marketplace for your Customer Engagement needs – MoEngage App Marketplace. 

Our open, secure, and valuable marketplace will allow you to discover and integrate your favorite apps all from within MoEngage itself in a few clicks. It houses trusted and leading apps from various categories, including CDPs, Analytics, Loyalty, CRM, and more.

The integration page contains all the necessary details about the app, including the type of integration it supports, its advantages, and step-by-step instructions on how you can integrate the app with MoEngage.

Build Your Customer Engagement Stack Around MoEngage Faster and Hassle-free

Building an impactful Customer Engagement stack that grows with your business can be a very challenging and time-consuming process. Our App Marketplace helps solve the above challenges and enables marketers and product managers to –

• Discover verified partners – Search for an application directly or discover new ones through featured and category pages.
• Experience seamless integrations – Every partner listed on the marketplace provides seamless integration with MoEngage without needing any developer support.
• High-quality secure and verified apps – Our integrations are rigorously tested internally and by selected customers before they’re made live.
• Make an informed decision – We provide all the necessary information required to make an informed decision including benefits, alternatives in a certain category, and more.

To summarize, the MoEngage App Marketplace helps extend our value by helping you discover and seamlessly integrate with a set of trusted complementary apps and build a powerful Customer Engagement stack in the process, all from within our platform.

We’re excited to make it live with multiple applications across different categories. You can check it out here.

Reading Time: 3 minutes

Last year, we conducted a global survey of 1,000 customers across the US, UK, Canada, and Germany. The survey revealed that consumers were willing to share their data with brands for a better omnichannel experience. Nearly one-third of the participants expected personalization based on their purchasing history, and 21% expected it to be based on their known interests. 27% of customers were most frustrated when brands sent them irrelevant content or product messages. The message was clear — customers want personalized experiences.

However, marketers often find themselves in a catch-22 situation. General Data Protection Regulation (GDPR) and the California Consumer Privacy Act (CCPA) regulations require that all forms of personal information have to be collected, stored, and secured in a specific manner to maintain data privacy.

They have to meet the following expectations:

• Information Security expectations such as adhering to GDPR, country-specific and industry-specific regulations, and organization-specific regulations and limiting PII details that are to be stored outside the internal systems.
• Marketing expectations such as access to PII and personalization data (names, age, etc.) to customize cross-channel communication, and sending ID data (such as email address) to marketing platforms to trigger customer communications.

To overcome this challenge and find a balance between privacy and personalization, we’ve introduced a new feature called Personal Identifiable Information (PII) tokenized sending.

What is PII Tokenized Sending?

PII tokenized sending is a set of configurations that enable brands to engage customers without storing their personal or restricted data in MoEngage. It ensures that your end-customers remain completely anonymous in the MoEngage database. This helps strike a balance between personalization and protecting customers’ data privacy.

It enables marketers to:

• Send hyper-personalized communication: Engage with customers without storing or exposing their personal information, such as their full name, address, email ID, social security number, etc.
• Stay compliant: Adhere to data compliance standards while using the MoEngage platforms and gaining customers’ trust. MoEngage’s platform is committed to data safety compliance, i.e., it adheres to GDPR, CCPA, and SOC2.
• Maintain privacy: The PII data is not exposed to the MoEngage platform. The MoEngage platform fetches the PII data in real-time straight from the customer database, uses it while sending out the campaign, and drops the PII data right after. The end-customer’s data stays safe.

How Does PII Tokenized Sending Work?

1. Marketers share a unique customer identifier (or token) with MoEngage and other non-PII data.
2. Segmentation is performed as usual, and campaigns are scheduled to reach audiences identified by tokens.
3. While sending campaigns, the MoEngage platform fetches PII data in real-time straight from the brand’s database to send out personalized campaigns.
4. MoEngage shows the campaign sending/delivery details for each customer in an anonymized manner.
5. No PII data is stored in MoEngage during this entire process. Even campaign-sending logs are designed not to store any data classified as PII.

Who Can Use PII Tokenized Sending?

• E-commerce store: An E-commerce store can send personalized emails to customers asking them to verify their credit card details without exposing the name or details to the MoEngage platform.
• Digital wallet company: Digital wallet companies can send a personalized SMS to the account holders to inform the current balance in their accounts without exposing the phone number or account number to the platform.
• Banks: Banks can send personalized emails to all their customers asking them to validate their information, such as their social security number or Aadhar card number, without exposing these to the platform.
• Online gaming platform: An online gaming company can send a personalized SMS to its customers asking them to validate their email id, name, or phone number without exposing these details to the platform.
• Online fashion company: An online fashion company can send a shipment status email to the customer informing the address where the product will be shipped without exposing those details to the platform.

How to Get Started

This feature is available for all customers globally. 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 use the PII tokenized sending feature, drop an email to [email protected].

Reading Time: 4 minutes

With the increased restrictions on third-party data, more brands have started adopting customer data platforms (CDPs) to help them get access to first-party data. 

However, data collection and segmentation are just the first few steps. And while CDPs are essential tools, brands also need customer engagement platforms (CEPs) like MoEngage to turn this data into insights for creating personalized customer journeys. This makes seamless integration between your data and engagement platforms a key to delivering truly impactful customer experiences.   

To address this, we’re excited to announce our integration with yet another CDP, Microsoft Dynamics 365 Customer Insights. This partnership will help you orchestrate hyper-personalized customer journeys for different cohorts created using customer data. 

Introducing our Integration with Microsoft Dynamics 365 Customer Insights

Microsoft Dynamics 365 Customer Insights and MoEngage’s insights-led engagement suite together make a winning combination, which is crucial for engaging and retaining your customers. 

Simply put, with this partnership, you can use Microsoft Dynamics 365 CDP and its analytics capabilities to collect customer data and segment it into cohorts. These cohorts can then be sent to the MoEngage Platform to execute customer engagement in real time.

Hence, this partnership leverages the strengths of both platforms to establish an unmissable combo, regardless of whether you are a traditional or modern business. 

Use Case Examples for the Microsoft Dynamics 365 and MoEngage Partnership 

Here’s how different verticals can leverage the Microsoft Dynamics 365 and MoEngage partnership to their benefit:

  1. Banking, Financial Services, and Insurance (BFSI)

The biggest challenge plaguing the growth of BFSI companies is incomplete onboarding. Studies show that 40% of consumers fail to complete their onboarding successfully. Hence, the primary focus for companies in the industry is to help customers finish signing up, including KYC completion and activation of digital services. 

How the Microsoft Dynamics 365 and MoEngage partnership helps BFSI brands:

If you are a BFSI brand, then Microsoft Dynamics 365 will provide you with segmented customer data according to attributes such as incomplete KYC verification or inactivation of a service. You can then send these cohorts to the MoEngage platform for further analysis and engagement. Using MoEngage, you can create an omnichannel customer journey for each segment to provide a personalized customer experience at every stage. In addition to this, you can use predictive capabilities to open upsell and cross-sell opportunities via retargeting campaigns. And you can do this while keeping customer data confidential using our inbuilt features like PII Masking. 

  2. Retail and E-commerce

We’ve observed that the cost to acquire a new customer in the retail and e-commerce industry is 7X higher than retaining an existing customer. Hence the primary goals of brands in the industry are to predict at-risk customers, reduce churn rate, and recover former customers.

How the Microsoft Dynamics 365 and MoEngage partnership helps retail brands:

If you are a shopping brand, then Microsoft Dynamics 365 will help you capture customer data using its CDP capabilities and analyze predominant behavior traits of the consumers to create cohorts, such as ‘Lost Customers’ and ‘Dormant Customers.’ You can then send these segments to the MoEngage platform. Post this, you can use MoEngage to customize the customer journey for each customer cohort, predict customers likely to churn with the help of artificial intelligence, diagnose reasons for churn using User Path Analysis, implement omnichannel engagement strategies, and send personalized recommendations through Dynamic Product Messaging.

  3. Media and Entertainment 

Recent studies show that only 18% of consumers pay for subscriptions at the end of the free trial. This means the conversion levels in the media and entertainment industry are pretty low. Hence, the primary goal for marketers is to engage customers in a personalized fashion and showcase the value of a paid subscription.

How the Microsoft Dynamics 365 and MoEngage partnership helps media brands:

If you are a media and entertainment brand, then Microsoft Dynamics 365 will help you attain customer data using its CDP capabilities and provide segments such as ‘Consumers on Trial’, ‘Active Consumers on Trial’, ‘Dormant Consumers on Trial’, etc. You can send these cohorts to the MoEngage platform. Through MoEngage, you can personalize your messaging to appeal to different cohorts of consumers, use artificial intelligence to optimize campaigns through real-time feedback, and identify subscription drop-off points through funnel analysis, all in all, to increase conversions and ensure retention. 

Conclusion

Conversion, engagement, and retention are some of the top industry-wide challenges. And without the right tech stack backing you up, these challenges will be impossible to overcome. 

Together, Microsoft and MoEngage’s analytics and engagement capabilities provide you with a 360-degree view of your customers and actionable data, using which you can create hyper-personalized buyer journeys to win over your customers and ultimately achieve your business outcomes.

To learn more, click here.

Reading Time: 4 minutes

All of us know that sublime feeling when all your hard work meets results, right? Well, that’s precisely how our teams at MoEngage have been feeling for the past few weeks!

After weeks of brainstorming, learning, unlearning, relearning, and everything in between, we launched a brand new website experience for you last week. In case you didn’t explore it already, check it out here: Introducing an all-new, bolder, more interactive and engaging experience! 🤩

Additionally, of course, we worked on nifty new features to help you take your customer engagement efforts a notch higher. Here’s everything new:

• Actionable Analytics on Behaviour
• Global Filters on Custom Dashboards
• New control type ‘Wait’ in Flows
• Track clicks on WhatsApp Campaigns
• More ways to schedule Periodic Campaigns
• Content APIs for Push and SMS

Introducing Actionable Analytics on Behaviour

Understanding your customer’s behavior deeply and keeping track of the new trends is paramount to delivering a delightful engagement experience. But gathering insights alone isn’t sufficient; taking action on those insights instantly is equally important.

That’s why we’ve introduced Actionable Analytics on Behavior to let you quickly act on crucial insights on the Behavior page. This enables you to take action on insights with just a click, whether to set up a campaign or save it as a segment.

Read more here.

Global Filters on Custom Dashboards are Here

Dashboards are an effective tool to gauge the performance of your engagement efforts. That’s where our Custom Dashboards come in handy, and you have been using them all along. What if we told you that it’s now even easier to configure dashboards to track the relevant metrics?

We’re excited to introduce Global Filters on Custom Dashboards! This new feature enables you to configure and apply relevant filters on an entire custom dashboard with just a click. Thus, you can implement the “date range” and “target audience” filters on all charts on the dashboard at once.

Learn more about it here.

New Control Type ‘Wait’ Added in Flows

We’ve added another control type in Flows: ‘Wait’ till/for. This will allow you to configure the duration for which the user will wait at a specific stage in the flow before taking the next action.

For example, to avoid sending notifications at odd hours of the day, make sure the action campaigns in flows are sent during the engagement hours, like 9 AM to 5 PM on weekdays only.

Read about this update here.

Track Clicks on WhatsApp Campaigns

Now you can track and measure the performance of all the clicks in your WhatsApp campaigns, such as:

1. Clicks on each link within WhatsApp messages
2. Performance of Quick Replies that have been included as part of your campaigns
3. Clicks on the CTAs that navigate your customers to your website/app to do the desired action

You can leverage these stats to improve your conversions further on WhatsApp. Explore this feature here.

More Ways to Schedule Periodic Campaigns

We’ve now added more flexibility to periodic campaigns! With the enhanced periodic campaign scheduler, you can periodically run campaigns on any day and repeat them on a day, week, or month of your choice.

Not just that, you can also edit your campaigns’ send time based on their performance. For example, you have a campaign with an offer running every seven days, but you’ve noticed that this would have more impact if sent on Fridays. You can now edit the campaign to go out every Friday.

Read more here.

Content APIs are Now Available for Push and SMS

We have enabled Dynamic Content APIs for you in the Push and SMS channels as well. These APIs allow you to create personalized campaigns by fetching the personalization data at the send time. Be it product recommendations, personalized offers, or more.

So start sending personalized, relevant, and timely Push Notifications or SMSes proven to have much better engagement and conversion rates as against any generic campaigns. Learn more 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.

Reading Time: 5 minutes

Imagine if Dr. Strange only saw two outcomes instead of fourteen million six hundred and five. Thanos would have stayed the winner, and there wouldn’t have been an infinity war. Half the world’s population, lost forever.

In the same way, marketers might lose out on exciting opportunities to engage customers if they follow a binary approach instead of exploring multiple possibilities. To solve this problem, we’re excited to announce the launch of Conditional Splits for your Flows.

A Flow in MoEngage allows you to quickly create, visualize, and deploy multi-touch campaigns. You can combine multiple Flows to create the perfect customer journey from start to finish. With the new Conditional Split launch, you can customize every Flow to add up to 25 possible combinations following each touchpoint.

What Can You Do With Conditional Split?

Earlier, marketers creating customer journeys only had the option of creating ‘yes’ or ‘no’ conditions at each step. This meant that customer journeys depended only on whether a customer performed a particular action or not.

But since each customer journey can have several different outcomes, a binary yes or no option requires you to create multiple complex flows, leaving room for human error.

With this update, you can add up to 25 parallel branches in one Flow with Conditional Split and reduce the need to create multiple Flows for each option.

You can split customers into different paths based on:

• Combinations of events and attributes: Until now, you could split customers based on whether or not they’ve performed a particular action, for example, if they’ve added a product to their cart or opted for a credit card. With the new launch, you can create deeper personalization by splitting customers based on multiple options, such as whether they’ve added to the cart from category A or B, or the type of credit card they’ve opted for.
• Different values of the same attribute: You can send customers down Journey A if they like to listen to rap music, Journey B if they prefer pop, and Journey C if they’re of the psychedelic rock kind. You can show them music from similar artists to increase their engagement and retention.

Conditional Split for Your Vertical

Here’s how you can use conditional split for your vertical:

Retail and E-commerce

Imagine you’ve rolled out a discount for a new product, and you’re promoting this across channels. It’s safe to assume that different members across your target audience will react to the offer differently. Conditional Split allows you to account for several possible reactions to the offer:

• Customers who viewed an offer and did not click: These customers could be contemplating making a purchase, or perhaps felt that the offer wasn’t good enough. Engage this segment with a reminder after 24 hours or a higher discount.
• Customers who clicked on the offer but didn’t convert: This group probably had the intent to make a purchase but abandoned it when distracted by a call or notification of some kind. You can engage this segment with a timely reminder that creates a fear of missing out.
• Customers who clicked on the offer and converted: This one’s the best-case scenario. To encourage repeat purchases, you could push similar offers to this target group or products similar to the one already purchased.

Banking and Fintech

Financial products are a significant commitment. Customers may stop and start the application process several times. Let’s take the example of customers applying for a credit card and their possible behavior variations.

• Customers who started a credit card application and are less than 3 steps away from completion: This is a fair indication that the customer is interested in the credit card. You can send these customers a reminder to complete the application after 24 hours.
• Customers who started a credit card application but are more than 3 steps away from completion: This group may be facing trouble with the application process. You can send them a notification asking if they need assistance with the application or redirect them to the FAQs section.
• Customers who started an application but couldn’t complete it because of an error: Here, the issue is clear. You should send a message that addresses the issue and offers a handy resolution.
• Customers who haven’t started the application: This group may need a little push or an incentive that makes the product more appealing. Try changing the value proposition or adding an extra benefit for this group.

Audio and Video Streaming Brands

The streaming space has immense potential for personalized customer engagement. Let’s take the thriller genre, for example. There could be different audience groups based on varying levels of customer interest, such as:

• Viewers who have watched >2 episodes in this genre since entering the flow: This group is invested in this genre. You can send them notifications about similar new thrillers to keep their interest piqued.
• Viewers who watched one episode in the genre since entering the flow: You can nudge this group to continue watching other episodes or watch a similar show that matches their interest.
• Viewers who have never watched any thrillers: Since this segment has shown no interest in the genre, they can be encouraged to try it out with notifications highlighting how popular a show is.

Social Media and News Platforms

Social media and news platforms usually share the same content in several languages. This enables customers from multiple regions to access quality content based on their favorite language. Here’s how Conditional Splits can help this industry:

• Known languages contain Spanish: You can notify this group about the Spanish content catalog on the app.
• Known languages contain French: You can show this group French-language content, in particular, on the app home screen.
• Known languages contain Bahasa: You can send these customers notifications of the latest shows/videos/articles in Bahasa on the app.
• Default branch (English): You can show this group notifications around their region’s most popular English shows.

Conclusion

Marketing and customer engagement in 2022 is about personalization and predicting your customer’s next move. With Conditional Paths, we’ve just made it that much easier. Simplify all your Flows as you account for multiple branches and leverage unique customer actions to push relevant notifications and offers.

If you’re an existing customer, you can reach out to your account manager to try it out.

You can also get in touch today to learn more.

Reading Time: 3 minutes

The last couple of months brought monumental milestones for the MoEngage community. We raised $77 million in Series E funding led by Goldman Sachs Asset Management and B Capital. MoEngage was recognized as a Niche Player for the first time in The 2022 Gartner® Magic Quadrant™ for Multichannel Marketing Hubs. We were also identified as the highest-rated multi-channel marketing platform by the customers, scoring 4.9 out of 5.

Amidst all this, we worked on critical features to power up your customer engagement efforts. Here’s everything new:

• Improved safety with PII Masking
• All-new SMS subscription management
• New in-app and onsite messaging templates
• Set up multiple goals and track revenue in Flows
• New partner integrations

Introducing PII Masking

While using a customer engagement platform, your teams often come across and need access to confidential customer information such as names, phone numbers, or email IDs to set up campaigns. However, not all team members require the same level of access and visibility to these attributes, so admins are tasked with regulating access.

To enable it on our platform and bolster our commitment to data privacy, we have launched a new feature, PII Masking.

Personally Identifiable Information (PII) masking enables businesses to protect customers’ sensitive data by hiding it from unauthorized viewers. The attributes, marked as PII, are masked and can’t be viewed by unauthorized members.

Read more about it here.

All-New SMS Subscription Management

SMS marketing can transform how you connect with your customers, but SMS compliance is just as important. With SMS opt-ins, you can protect your brand from the expenses of non-compliance and also build a highly engaged audience.

We’re excited to introduce SMS Subscription Management, your one-stop solution to stay compliant and get permission to text your customer. With this, you can seamlessly enable your customers to opt in and out of the recurring SMS messages your brand sends.

If you’re ready to get started with high-quality text message marketing and painless compliance, SMS Subscription management can help!

Learn more about it here

New In-App and On-site Messaging Templates

Having your customers opt-in to receive marketing messages from your business isn’t tricky. In fact, with the rise of omnichannel marketing, it’s easier than ever to promote your SMS marketing list and gain new subscribers legally.

We’ve now added opt-in templates for In-App and On-site messages. Use this to ask your customers to opt-in for SMS marketing. This helps you build trust and deliver an on-brand customer experience.

Explore more here:

1. Templates for In-App Messaging
2. Templates for On-site Messaging

Set up Multiple Goals and Track Revenue in Flows

You can now set up and analyze up to five conversion goals in Flows. That means you can measure more than one business metric or, better yet, get a funnel view of multiple goals that you’d like to measure.

For example, understand how many customers have performed an action such as ‘product viewed, followed by ‘product added to cart’ and then successfully ‘completed the purchase.’

With revenue tracking enabled, analyze how much revenue your brand has made after executing a particular flow.

Here’s how you can set it up

New Partner Integrations Are Here

We are thrilled to partner with Microsoft Dynamics 365!

Leave your customers wanting more. Deliver impactful customer experiences by having a 360-degree view of your customer and orchestrating hyper-personalized engagement journeys using the joint powers of Microsoft Dynamics 365 and MoEngage.

We are thrilled to announce our partnership with Adjust!

The MoEngage and Adjust integration lets you import non-organic install attribution data to segment more intelligently within your lifecycle campaigns.

Know more about the integration

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.

Reading Time: 5 minutes

Today, most online shoppers expect personalized shopping experiences. Any level of personalization, large or small, adds significant value to the overall customer experience. In fact, consumers are likely to spend 40% more than planned when they identify the shopping experience as hyper-personalized.

However, using an E-commerce platform alone isn’t sufficient to engage customers effectively. To provide personalized experiences, using a customer engagement platform like MoEngage alongside your E-commerce platform is necessary. And that’s why we’re announcing our no-code, one-click integration with Shopify, one of the largest all-in-one E-commerce platforms.

Introducing Our No Code, One-click Integration With Shopify

Our one-click integration lets you easily connect your Shopify store to the MoEngage platform. Once connected, you get a seamless flow of events and customer data from your online store. This enables you to –

• Enable real-time data sync – Automated tracking of key user and event data points. Here’s the entire list of events.
• Provide contextual engagement – Power personalized campaigns across Email, SMS, Web, Whatsapp, and Facebook ads.
• Remove dependencies – The integration removes the need for developer support and offers a seamless integration experience.

Leveraging MoEngage for Shopping Personalization Across the Customer Journey

Here’s how you can provide personalized shopping experiences using MoEngage and Shopify across different customer stages –

1. Driving awareness for new products across channels

There’s no better way to drive visibility to your new products than sharing them with your existing customers by engaging them on various channels.

With MoEngage you can design personalized multi-channel campaigns for different customer segments. You can further optimize the campaign by creating multiple variations of the campaign and A/B test them.

Additionally, for maximum engagement, you can leverage Sherpa, our AI Engine to send the campaign to the most preferred channel and at the right time. You can learn more about that here.

2. Triggering personalized recommendations to interested shoppers

Sharing relevant personalized recommendations to customers over email is one effective way to bring back potential customers to the website and increase sales.

Using MoEngage, shop owners can trigger personalized product recommendations to customers on the basis of their past engagement behavior and demographics.

For example, using AMP in email, a fashion E-commerce store can push a new collection email to customers who’ve shown interest in a certain category in past, allowing customers to explore more products from the catalog embedded inside the email.

3. Improving conversions by reducing cart abandonment

Recovering cart abandonment is the easiest way E-commerce companies can increase their sales. But it takes more than just a few emails to reduce cart abandonment.

To boost purchase completion, companies need a robust multi-channel re-engagement strategy. For example, companies can offer an instant discount to customers who’ve removed an item from the cart through web push notifications in real-time.

Similarly, email engagement campaigns can be designed to nudge customers to complete the purchase and understand the reason behind the cart abandonment to streamline the checkout process further.

Additionally, Facebook retargeting ads can be triggered to bring customers back to the website.

4. Improve retention by triggering marketing campaigns to a customer segment

Using MoEngage’s segmentation capabilities, you can trigger campaigns to a particular segment on the basis of demographics or customer behavior. MoEngage also supports RFM segmentation which accurately groups customers as loyal, new, champions, idle and more.

For example, to prevent idle online shoppers from turning dormant, you can trigger a relevant discount campaign for them. For this, you can create a customized workflow where you can choose the different channels you want the campaign to be sent from. Similarly, you can run campaigns for loyal customers/repeat customers.

5. Collecting customer feedback instantly through AMP emails to promote customer advocacy

Over the years, collecting customer feedback has become insanely difficult. Conversion rates across channels including emails have seen a dip. The only way to solve this is by making the process as simple and intuitive as possible. One way to do that is by using AMP in emails.

AMP emails allow you to add interactive elements like buttons, surveys, customer satisfaction scores (CSAT) and carousels inside your email. This removes the need for customers to click through and visit a page to take action. This incredibly improves conversion rates and provides a seamless customer experience.

So, rather than taking customers to an external page to collect feedback, you can do it inside the email itself by embedding a form. E-commerce marketplaces can use this to auto-schedule a product review/feedback email after a certain period of time after purchase.

Conclusion – Personalization Is Critical to the Online Shopping Experience

Online shoppers want a hassle-free, seamless, and personalized shopping experience. To do that, companies need to curate the experience so shoppers receive a relevant offer on the right product at the correct time. This will help promote customer loyalty and drive growth.

Our Shopify integration empowers customers to reach/engage customer segments by triggering cross-channel campaigns, including web push notifications and onsite messaging campaigns for the online store (website), along with SMS and E-mail with a few clicks.

To sum it up, the success of your personalization efforts directly depends on how you use customer insights to craft the shopper’s journey.

What to do next?

1. Want to create winning holiday marketing campaigns? Join us for a live webinar on Wednesday, Sept. 14 with 5 B2C marketers on holiday campaign insights.
   
2. Grab our latest “All-in-One Guide to Boost Consumer Shopping Experience“ ebook to learn about Customer Engagement frameworks and more.
3. Get customer engagement reports from top regions in our latest Insights-led Customer Engagement Report 2022. 
4. See how retail brands across the globe are driving hyper-personalization here.

Reading Time: 4 minutes

Personal Identifiable Information (PII) helps brands identify specific individuals and distinguish them from others. PII is unique to each customer and contains vital information such as their phone number, email ID, social security details, credit card number, and more.

Data protection regulations like GDPR require brands to keep PII data confidential to protect customer identities. According to the Federal Trade Commission, imposter fraud is the second most common type of fraud that could lead to financial losses for customers.

Brands must be vigilant about protecting and using customer data. They must be careful about storing, processing, and managing data points to meet legal requirements. Failure to comply with PII protection and privacy could attract expensive lawsuits, damage reputation, and lose customers.

At the same time, PII is also valuable information that can make your communication more personalized and effective. But where do you draw the line between visible PII and protected PII? Would it help if you could create campaigns without exposing PII to unauthorized members?

Introducing Our Latest Feature: PII Masking

PII Masking enables you to mark any customer or event attribute as PII. Marked attributes are not visible or downloadable for unauthorized members.

PII Masking allows authorized members to have visibility to the masked PII attribute. Unauthorized members see a masked view that tells them PII is available but not visible.

Admins can define customer and event attributes as PII and restrict access to unauthorized viewers, including the MoEngage team.

Why did we build PII Masking?

At MoEngage, we’re always striving to put the customer first in everything we do. With this goal, we spoke to customers to understand the kinds of challenges they were facing, such as:

• Hiding sensitive customer information
• Restricting access to unauthorized team members and providers
• Regulating access based on roles

We’ve built the PII Masking feature to help brands solve these issues and maintain customer data privacy while engaging them via personalized campaigns.

When Should You Use PII Masking?

PII Masking benefits strictly regulated industries like banking, insurance, and healthcare. Let’s take an example of a relationship or product manager who may want to send a welcome text to their customer.

In a typical scenario, they will log in to the MoEngage platform and add details like a customer’s account number, phone number, social security number, etc. This could expose the customer’s details to vulnerabilities, leading to severe offenses like identity theft and financial fraud.

With PII masking, the relationship or product manager can mark sensitive information as PII. This data will automatically be marked as private and won’t be visible to unauthorized team members, who can see that a datapoint exists but can’t view it.

This allows brands to engage with customers without worrying about data breaches. The benefits of PII masking are industry-agnostic, and this feature can be used by:

• Banking and Fintech companies: BFSI brands always have access to sensitive customer information such as bank account numbers, transaction history, or credit score, which must be hidden unless required.
• Healthcare: Healthcare and health tech brands keep records of a customer’s list of medical illnesses or treatments, medication, and mental health status. Such sensitive information needs the highest levels of protection.
• Media and Entertainment: Music and video streaming apps can use this feature to mask mobile numbers and provide access to specific teams like customer care and marketing, who require it to engage with customers.
• Retail and E-commerce: Retail and E-commerce brands can use this feature to mask customer address details and provide access only to delivery and customer care teams.
• Ed-tech: Ed-tech brands deal with a lot of sensitive information, especially when the audience consists of minors. Brands can use the PII masking feature to keep a minor’s information hidden and protected from misuse.
• Legal/ Law firms – Legal firms and advisors also deal with highly sensitive information and need to ensure complete client privacy and the privacy of information in open cases. When legal professionals are obtaining information through public records and are working on their legal actions, all information pertaining to individuals in the private, public, and government sectors need to be kept safe. PII masking ensures that this information is private and visible only to authorized individuals.

Every industry that stores sensitive information such as passport numbers or other identification numbers and quasi-identifiers or pseudo-identifiers such as gender and postal code will benefit from this feature.

Getting Started with PII Masking

This feature is available for all customers globally. 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 use the PII masking feature, drop an email to [email protected] or get in touch.

Further Reading

1. What Is Apple Mail Privacy Protection (MPP) and How Will It Affect You?
2. Perks of Customer-Centricity and How a Data-driven Approach Can Help
3. What is the CCPA and how it affects you