MoEngage

Furlenco, India's largest furniture subscription-commerce company, was facing a significant challenge in customer engagement and retention. Despite successfully driving app installs, the company was experiencing a low subscription ratio, which was impacting the number of subscriptions coming in from their mobile app. The team identified several customer drop-off points across the customer journey that needed to be addressed. These included reaching out to prospective clients, formulating messages for better subscription rates, determining the frequency of messaging, improving the acquisition and onboarding experience to retain customers, and making the post-onboarding process more meaningful and engaging.

BigBasket, India's largest online food and grocery store, faced two primary challenges. The first was creating awareness about its services and offerings, a common issue for any E-commerce brand. The company needed to focus on user reachability to increase its customer base. The second challenge was to grab its customers’ attention through the right channels in a timely manner and with the most relevant content. As one of the first movers in the grocery delivery segment, standing out from the crowd was crucial for BigBasket. They needed a solution that would allow them to reach more devices with their offerings and provide a personalized customer journey.

6thStreet.com, a leading e-commerce fashion destination from Apparel Group, faced the challenge of driving customer engagement and retention. With over 1000+ international brands, the platform had a vast selection of products but needed to ensure that customers were not only attracted to the platform but also converted their interest into purchases. The brand was initially using traditional channels such as emails and SMS for customer communication. However, these methods were not yielding the desired results in terms of customer retention and conversion rates. The brand needed a more effective way to understand customer behavior, monitor campaign health, and send communications at the right time.

S’More, a next-generation dating app, was facing challenges in creating personalized experiences for its users. The app, which focuses on creating meaningful relationships based on common interests, opinions, and values, was looking for ways to keep its existing customers engaged while also creating a great onboarding experience for newcomers. The challenge was to reach the right customers with the most relevant message at the time and channel that is most convenient for them. The app was also looking to capture the uniqueness of each individual with the right data and insights to connect in a more meaningful way. The goal was to enhance the customer onboarding experience with personalized flows, which would encourage customers to complete their profiles and prevent churn.

OYO, a global platform that empowers entrepreneurs and small businesses with hotels and homes, was facing challenges in maximizing the impact of their customer interactions across various campaigns. The company runs different campaigns with triggered journeys based on customer action on their app, and it was crucial for them to understand which message variant was performing the best. The results of effective engagement campaigns would reflect in the incremental CTR (click-through rate) improvement, which ultimately adds to the bottom line in terms of new and repeat hotel bookings. However, the process required a lot of manual intervention to configure the better performing variation and maximize its use. This was particularly difficult with automatic trigger and period campaigns that run for longer durations. Additionally, it resulted in the loss of CTR during the initial stage of experimentation.

Fynd, India's largest omnichannel platform for retail businesses, was facing a significant challenge with customer retention. Despite being a rapidly growing company, they found that only 2% of their customers were returning to the app within an 8-week period after signing up. This low retention rate was directly impacting their revenue metrics. Upon investigation, the growth team at Fynd discovered that customers were receiving irrelevant emails, leading to low open rates of just 3% from a customer base of 15,000. This situation was not only ineffective but also risked annoying customers and causing further churn. Fynd needed a solution that would allow them to identify customers who would respond positively to marketing communication and exclude those who would react negatively. They also needed to optimize their marketing efforts to ensure every communication was relevant to each customer without increasing campaign costs.

Wynk Music, one of India's largest mobile entertainment platforms, faced a significant challenge during the COVID-19 pandemic. The music industry was experiencing a halt in new music releases, leading to a supply problem. This situation resulted in a considerable amount of dormant behavior among Wynk's customers. The company needed to find a way to re-engage these dormant users and maintain its position in the market. The challenge was not only to identify these inactive users but also to understand their music preferences to provide personalized recommendations.

Freo, a full-stack mobile neobank for millennial consumers in India, was facing significant challenges in driving higher engagement and conversion rates. The company was experiencing high abandonment rates among consumers during the Know Your Customer (KYC) process, a crucial step that cannot be skipped for fintech apps. Additionally, Freo was struggling with segmenting customers into different cohorts and determining the optimal time and channel for communication. Post-onboarding, the company faced difficulties in activating customers and identifying category buckets that customers would fall into, such as dormant, inactive, champions, and power users.

GIVA, a rapidly growing silver and natural diamond jewelry brand in India, was facing several challenges in its customer engagement and retention strategy. Despite a heavy influx of customers, the company lacked a precise and relevant way to engage with them. This was leading to a high level of interest in their products but a low conversion rate. Furthermore, the probability of customers returning to the app to make repeat purchases was also relatively low. The company was in need of a solution that could help them engage their customers more effectively, increase conversions, and boost repeat purchase rates.

Rain, a licensed cryptocurrency brokerage and custodian servicing the Middle East, Turkey, and North Africa, was facing significant challenges in its customer engagement and retention efforts. The company was struggling with its existing CRM system, which was not effectively facilitating communication across various channels such as emails, in-app notifications, and SMS. As a crypto investment brand, Rain also had to deal with additional due diligence requirements, which presented further hurdles. The team was constantly working to upgrade its Martech stack, but the existing solutions were not meeting their needs, leading to difficulties in measuring active users and driving engagement.

SWVL, a provider of tech-enabled mass transit solutions, was facing a significant challenge in engaging with its customers effectively. Operating in 135 cities across 20 countries, the company had to deal with a diverse customer base with varied languages. The challenge was to ensure that they could communicate with every customer at the right time across different channels. The company wanted to automate its communication based on the customer journey and lifecycle stage. However, the existing processes were time-consuming and required significant bandwidth from internal teams.

ClearGate, a company that provides merchant services and a payment gateway, was facing challenges with the limitations of third-party software. The company was in need of a new engagement platform that could offer superior customer service, seamless integration, and efficient execution. The existing software was not able to meet the dynamic needs of ClearGate, which was affecting their ability to manage administrative tasks and workflow effectively. The company was looking for a solution that could help them overcome these limitations and improve their overall operational efficiency.

Freo, a neo-bank for millennial Indians, was grappling with a significant challenge common to many Fintech brands - customer drop-offs during the customer journey. The complex set of steps that customers had to complete, such as KYC registrations, made customer retention a major issue. The company was struggling to maintain engagement and keep customers on board throughout the entire process. This was a significant problem as it was affecting their conversion rates and overall customer satisfaction.

Airtel Wynk Music, one of India's largest mobile entertainment platforms, faced a significant challenge with a large percentage of their customers going dormant. The company observed that many customers who regularly streamed music on their app would become inactive until a new music album or movie was released. However, due to the Covid-19 pandemic, new music releases in India decreased significantly. Instead of waiting for customers to return to the app on their own, the Growth team at Wynk wanted to proactively engage these dormant customers and encourage them to return to the app.

XL Axiata, one of Indonesia's largest telecom operators, faced a significant challenge in analyzing and engaging with its vast customer base of over 54.9 million subscribers. The company offers a wide array of innovative telecommunications products and services, which necessitates a deep understanding of customer behavior to ensure effective engagement. The sheer volume of customers made it difficult for the XL Axiata team to segment customers based on their in-app behavior and automate journeys to keep them engaged. The challenge was not only to understand the behavior of millions of customers but also to create and automate journeys for every stage in the customer lifecycle.

JULO Finance, a digital lending company, was facing a challenge in optimizing customer engagement. The company aimed to grow its existing customer base by sending the right message at the right time through the right channel. However, understanding the customer journey and lifecycle stage to tailor the communication accordingly was a significant challenge. The company needed a solution that could provide deeper insights into their customer's behaviors and preferences to enhance their engagement strategies.