These are unprecedented times in recent human history. I haven’t witnessed anything like this before. I am sure that you feel the same, as this is unlike anything we as a collective have ever experienced. Our hearts go out to those who have been impacted by the virus.

As the COVID-19 pandemic continues to spread globally, we, at WebEngage, have taken steps to ensure the safety of all concerned. We have also taken steps to ensure it remains business as usual for our customers.

All of our teams have been working remotely

And, I am assuming you and your teams are doing the same.

Our entire workforce of 140+ people across 4 different locations has been working from home since March 16th. We have put a freeze on all international and domestic travel. We are keeping a close watch on how the situation evolves. I assure you that we will keep taking corrective actions to ensure the safety and well being of our employees and all concerned. I urge you to do the same.

We will be as responsive to address your business challenges as before

The core DNA at WebEngage has been customers-first. Crisis or not, we aren’t changing that for anything. Please be assured that it’s business as usual with us. In fact, for all practical purposes, our processes are functioning remotely at 100% efficiency.

Our customer support function will continue to run 24*7 via email, chat and web queries. We will continue to meet our SLAs around uptime, performance and professional services. If you feel we aren’t doing enough, please reach out to me. I am happy to take it up personally and be of help.

Let’s do this together!

We have carved out a special team out of specialists from multiple functions. This team is committed to spending more one-on-time with you. Given that most businesses are running slow, we thought it might be the right time to direct some of your resources towards finishing the last mile on that pending integration, or, going live with that highly sticky use-case you had in mind.

Our special-ops team is going to help you identify and execute those opportunities. Our customer success leader, Keyur will be your contact point to get this unlocked for you.

Finally…

In our product roadmap, we’d be prioritizing the most asked feature requests from the past over new ones that we were planning to build. In the next 3 months, you will see massive improvements across these modules:

• Reporting – we’d be introducing many new fixes in the current module that will allow you to aggregate data using different dimensions (like weeks, days, tags, etc.)
• Campaign scheduling – how about scheduling a marketing campaign on the “first day of each week” or “last day of the month”? We are on it!
• Journey and Data Management – we’d be making the error conditions you face on these modules more intuitive in messaging and guide you towards the actionable.
• Overall performance improvement – In phases, you’d see us improving upon multiple facets like reduction in segment brewing time on large data sets, making campaign testing easier, the performance of in-app campaigns, etc.

We are continuously monitoring the current situation, and we’ll continue to ensure the safety of our employees and prioritize business continuity for our targeted customers. I assure you of our 100% support and cooperation in fighting this together.

I firmly believe that we will come out stronger when the outbreak subsides!

Until then, please stay safe and take care!

– Avlesh