Customer Driven

Marketing Platform

A new era in customer engagement

Customer Driven Marketing Platform
Create a 360° View of the Customer: Easy Integration of all
Online and Offline Channels
Build Multi Dimensional Highly Targeted Micro Segments
Segment and Create Customer Personas – Design High
Performance Campaigns
RFM Segment Transitions
Build and Optimize your Customer Journeys with Predictive
Segments, Next Best Channel and Send Time Optimizer
Cross-Channel
Analytics
in Retail
“ “The biggest attraction of D·engage for us is how easy it is to
capture consumer behaviour psychographic data and to make
personalized recommendations and segments, all under one
tab. Previously, to get to this level of segmentation, a lot of
offline work had to be done, CSVs had to be imported which
resulted in opportunities lost. Given how fast digital world
moves, a platform which is swift in gathering consumer data
and taking actions on them easier has become of paramount
“
importance to us”.

“
Abad Sajid Farooqui
Digital Marketing Manager, Metro Cash and Carry

“We are pleased with both the product and the service from
the D·engage team. The required speed (max messages per
hour) is provided in a constantly stable manner. The readiness
of the D·engage team to customize the product to more deep
“
integration of it into Sportmaster ecosystem was saving the
resources of our developers' teams.”

Vladimir Leonenko
Project Director, Sportmaster Russia

16
Marketplace giant with
30 million products

24%
Increase in daily
transaction volume
Independent timber and builder’s
merchants based in London

34.8%
Products added to basket
What we do for our Retail Clients?

Address Funnel Drop-offs Increase Repeat Orders Real Time Communication

Reduce Drop-offs
Based on drop-offs from different stages of the purchase funnel, Dengage can analyze user’s behavior across platforms and create
lifecycle journeys such as: Welcome Journey, Search Abandonment Journeys, Cart Abandonment Journeys, Lifecycle Journeys
among many others, to address these issues.

Bounce
Welcome Journey
Home Page First Transaction

Bounce
Hey Nazia, interested in Dresses? Checkout in
next 30 mins to get 20% off.
Category Page
Abandoned Surf Journey
Bounce
Hey Nazia, can we help you with Winter Wear?
Product Selection
Abandoned Search Journey
Bounce
Hey Nazia, you searched Tops, have you made your
Cart Page choice?

Abandoned Cart Journey

Bounce
Checkout Page Hey Nazia, you Beige Dress is in the Cart, buy now to get a 20% off.

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What we do for our Retail Clients?

Address Funnel Drop-offs Increase Repeat Orders Real Time Communication

Improve Repeat Order Rate

Once the customer has made their first purchase, the next intention should be to get them to either make a
purchase of a higher value or make frequent purchases.

With Dengage you can run lifecycle campaigns that help improve 1st to 2nd order, 2nd to 3rd order, 3rd to 4th
order and so on.

Before Dengage After Dengage

Second Purchase
Second Purchase

First Purchase First Purchase

Third Purchase
Third Purchase

Fourth Purchase
Fourth Purchase
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What we do for our Retail Clients?

Address Funnel Drop-offs Increase Repeat Orders Real Time Communication

Product Communication
One more important part of customer journey is product communication once the order is
placed. With Dengage we help you abstract all your product communication and manage it
from our dashboard reducing tech dependency of the marketing team.

Order Confirmed Order dispatched Order Delivered Feedback

Create workflows to fetch
customer feedback after a
Send Transactional messages across channels day or two and streamline
the process to rate orders,
hereby improve branding

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Customer Lifecycle of a Retail Consumer

Offline Discovery Exploration Retention Advocacy

Online Discovery Exploration First Experience Retention Advocacy

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Discovery
At this stage, the user hears about your Brand through various
mediums like online/offline advertisements, word or mouth, etc. This
influences the user to check out your website/app.

D·engage enters at the second stage.

Exploration
At this stage, a new user comes to the website/app and explores
the platform. May browse a couple of pages and exit.

Problem
• No registration or No contact information
Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Problem
No registration or no contact information:
The biggest issue faced at this stage is that the user does not register. The user may
merely browse a couple of pages and leave without leaving any details to contact.

It becomes difficult to get such a user back to the website. Although, drop-off can occur
at any stage; it is the highest at this stage and with no means to get them back, it leads
to the loss of potential customers.

Solution
This problem can be tackled in two steps:

• The first step would be to emphasize the benefits of registering (offers, discounts, sale
previews etc.). With D·engage this can be communicated while they are on the
website/app, based on their actions. Improvement
Expected
• The second step would be to try and collect at least one contact detail (for those who do not
~10
Increase in known
register). Such users can be engaged using channels like: E-mail, SMS to get them back % user base
to the website/app and then push them to register to get some real value.

25
Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Use Cases
Registration and Lead Capture
User comes to the site and browses various categories and products but has not
yet registered, you can show an onsite message/browser push incentivizing the
registration process. If the user still doesn’t register, on leave intent, you can show
a lead capture survey.

Display a Web Message when users check couple of Show a Web Message when users plan to leave the
products website

Subscribe to our Newsletter and be the first to

hear about new collections, exclusive offers and
Get attractive discounts on your first much more.
order. Register today to get your special
coupon. Subscribe Now

Register Now

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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Use Cases
Personalised Web/App communication with anonymous users

An anonymous user is visiting the website or the app repeatedly, we can send them
personalized web messages and web pushes. E.g.: A visitor browsed Dresses in
Women Section and didn’t make a purchase.

A personalised web push for an anonymous user A personalised web notification for an anonymous user

Still interested in Dresses?

Click here to checkout the best deals. STILL INTERESTED IN
DRESSES?

Here are the best deals just for

you.

Buy Now

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First Experience
At this stage, a registered user will browse the offerings extensively.
He/she will make multiple searches and may add some products to
their wish list. This user may or may not make their first purchase

Problem
• User does not make a purchase

• May consider similar website/apps

Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Problem
User does not make a purchase
The biggest issue at this stage would be that the user browses through the product
offerings but does not make a purchase. In some cases, the user may add the
products to the cart, but does not proceed to checkout.

May consider competitor website/app:

Another problem at this stage would be that the user may find a better deal on a
competitor’s website/app and therefore not choose to make the purchase from your
app.

Solution
• A user who has registered may be looking for a good deal to make a purchase.
Improvement
• This intent can be used effectively, by incentivizing the purchase while the user is on the
Expected
website/app or through offline channels of communication

~8
Increase in first
• Further, D·engage can help reach out to such a user based on their website/app behavior % transactions
or attributes to influence them to make a purchase.

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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Use Cases
Cart Abandon/ Search Abandon/ Surf Abandon
Assume that the user is still on your website/app after registering. If a user views a bag –
Show her a trust element, which appears for 15 seconds. However, if the user does not
make a purchase, send her an email after 30 minutes.

If she does not make a purchase even after 24 hours, send her a push notification. If Nazia
still does not make a purchase, we could send her an SMS.

Trust Element, which appears for 15 seconds An Email after 30 minutes A Notification after 24 hrs. A SMS if not purchase

Hi Nazia, here’s a 10%

discount on Tops

3 people are
currently looking at
this product
SHOP NOW
Hi Nazia, 18:07
Hey Nazia,
2 people just Here’s what is trending in Tops today
purchased this Seems like you were checking Tops
product

“Hurry! Only 2 left in Stock” 30

Retention
The most important part of a customer journey is to get them to make
repeat purchases

Problem
• Increase the value and frequency of future
purchases
Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Problem
Increase the value and frequency of future purchases
Once the customer has made their first purchase, the next intention should be to get them to
either make a purchase of a higher value or make frequent purchases.

Solution
• Several communication channels can be used to keep getting the customer back to the
website/app.

• However, while they are on the website/app, using the appropriate nudges will help not only, to
retain the customer; but also, increase the value and frequency of their purchases.
Improvement
Expected

~10
Increase in repeat
% transactions

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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Use Cases
Up-Selling
The aim at this stage is to get the user to increase the value of next purchase.
So, when a user adds some items to the cart worth Rs.1,000, we can show a web notification, on
the checkout page, prompting her to increase the cart value to Rs.1,500 to avail a 10% discount.

Web Notification on the Checkout Page

Hey Nazia,
shop for Rs.1,500
and get a 10%
discount on total
Cart value
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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Problem
Win back lost customers
Customers may drop off either after their first order or after placing multiple orders. It is imperative
for any business to engage with these customers and win them back.

Solution
• Solution here lies in understanding customer’s pain points. Customers love to be heard
and given importance. Incentivise them to share their experience and give them a reason
Improvement
to return.
Expected

~5
• Making high value but inactive customers transact again is of maximum importance. This Increase in
can be achieved by adding some free credits for such users to their account or giving % re-activation
them a special 1 time offer.

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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Use Cases
Re-activation
User placed in all 4 orders with the platform where the average ticket size was above Rs.5,000 but has
not transacted in last 60 days.

A SMS if not purchased in a long time

Hi Nazia, it’s been a long time
you shopped with us, use code
“LUCKY” and get 15% off on
your next transaction.
SHOP NOW
Hi Nazia,
Your opinion matters and we look forward to hearing
for you about your recent experience with us.

Experience Excellent Good Poor

Collection Excellent Good Poor

Delivery Excellent Good Poor

Price Excellent Good Poor

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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Problem
Increase order frequency
For a successful business along with the monetary value of the user the
frequency of purchases made by the user is of equal importance.

Solution
• In order to increase a customer’s frequency, we need to engage
with meaningful and personalized communication.

• We can introduce milestone-based rewards, cross platform

discounts, etc.
Improvement
• These are communicated in a recursive manner via multiple Expected
channels, as against one-time communication on single channel.
~15
Increase in
% frequency

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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Use Cases
Cross-sell / Increase Frequency
User has placed 4 orders with us but over a span of 8 months and only using the website
platform. Need to push the user to increase the frequency of purchases and to push for
app download

An SMS if user is purchasing only on website

Hi Nazia, hope you loved the

shoes you ordered recently. Get 18:07
a flat 20% off on your next Hi Nazia,
order you place on the website. We love your choice of Dresses bought with us, here are some
really cool accessories that complement your choice.

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Advocacy
Your customers read reviews as part of their pre-purchase research. Another,
important aspect is the influence of referrals. Both the factors, influence
buying decisions, as it increases trust in the brand and its products.

Problem
• Get a customer to write a review/rate a product
Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Problem
Get a customer to write a review/rate a product
It is highly imperative that we have customers feedback on their experience as these reviews play a
very important role in driving buying decision of many customers.

Solution
• A customer who has made a purchase earlier, is highly likely to come back to the website/app
Improvement
• This can be used as an opportunity get the customer to drop a review/ rating about his last Expected
purchase, while they are on the portal or even to get it over other channels like emails and sms
~12
Increase in reviews
% collection

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Customer Lifecycle of a Retail Consumer

Discovery Exploration First Experience Retention Advocacy

Use Cases
Let us assume, a user has seen some promotional communication and has come back to the website/app, for the first time after last
purchase. Show a web survey, asking to rate the last purchased product. Also ask a user if he/she would like to write a review.

If user writes a review, send a Thank you email, and a link taking her to the page where her review is live.

If user does not respond to the Web Survey, send an email after 24 hours asking to rate and review her last purchase.

Web Survey to rate last purchase Thank you Email Email to rate and review

Nazia,
Hey Nazia, Your review on Beige Dress,
Thanks Nazia!
How did you like your Beige Dress? can help other customers
For the review

You review is live!

Spare a few minutes and write a review on Beige Click here to see your review How did you like your
Dress, to help other customers Beige Dress?
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Thank You