E-commerce businesses are constantly looking for ways to improve their customer experience and increase sales. With the rise of new technologies and changing consumer behavior, finding innovative solutions to stay ahead of the competition is becoming increasingly important. To do that, there comes a time when e-Commerce businesses need to go beyond cart abandonment and first-name personalization, and move on to more advanced use cases for E-commerce.

In this blog post, we will explore some of the more advanced use cases for e-Commerce businesses and how they can be leveraged to drive growth and improve customer experience. We also demonstrate the ease of implementing them on the WebEngage dashboard so you boost sales faster, smoother, and more efficiently.

Here we go.

1. CAPITALIZE ON USER SEARCH INTENT TO OFFER PERSONALIZED SOLUTIONS

APPROACH:

1. Capture key user attributes along with search intent based on user behavior on SheetLabs, and create a list of key services & solutions businesses provide.
2. Integrate SheetLabs with WebEngage, along with your data of businesses & services.
3. Use the ‘Call an API’ block on the WebEngage dashboard to send personalized communications to users based on their search.
4. Understand and highlight the category of product/service the user is looking for, and personalize communication accordingly.
5. For instance, for a user searching for grooming services or ‘Salons near me,’ show a list of salons based on their location and previous searches.
6. Utilize user attributes and events to personalize communication and offer solutions for individual user searches.

PRO TIP:
Use user search intent with correct content to add relevant information & product offering to the website pages to increase engagement and avoid generic or irrelevant content.
EASE OF IMPLEMENTATION
★★

2. TRANSFORM REPEAT BUYERS INTO LOYAL USERS

APPROACH:

1. Identify repeat buyers over a timeframe and assign points or membership statuses based on hierarchies such as gold, silver, and platinum.
2. Update membership status as user attributes on the WebEngage dashboard and nudge users at each level to upgrade.
3. Send personalized communication and offer discounts and rewards for each membership level and as and when users spend more on the platform.
4. Incentivize each purchase with a point-based system, which can later be redeemed for a discount or free goodie.
5. Ensure the user experience is optimized for each membership level, with personalized content and messaging relevant to the user’s status. This can include personalized product recommendations, exclusive discounts, or early access to new products or features.
6. Deliver personalized experiences on the website based on each user’s membership status and show relevant banners to upgrade a membership.

PRO TIP:
Consider offering time-limited rewards and discounts to create a sense of urgency and encourage users to take action.
EASE OF IMPLEMENTATION
★★★★★

3. PREDICT YOUR USER’S NEEDS AHEAD OF TIME

APPROACH:

1. Identify repeated user behavior, such as purchases made during birthdays or anniversaries.
2. Offer and incentivize future purchases with the help of a drip campaign based on these user attributes.
3. For instance, if the user purchased lilies and roses for their last anniversary, suggest gift baskets and bouquets based on the same.
4. Dynamic content can help you create more personalized experiences by displaying different images or offers based on user behavior. Consider using dynamic content to suggest gift baskets or other products based on the user’s past purchases.
5. Automating your campaigns can save time and help ensure users receive timely and relevant communications. Use Web Personalization or WebEngage’s 12+ channels to set up automated drip campaigns based on user attributes.

PRO TIP:
When personalizing your drip campaigns based on user behavior, it’s important to balance being helpful and intrusive. Ensure your messaging is tailored to the user’s needs and interests, and avoid bombarding them with too many emails or notifications.
EASE OF IMPLEMENTATION
★★★★★

4. PERSONALIZE YOUR MOST IMPORTANT ASSET – THE WEBSITE

APPROACH:

1. With the help of WebEngage’s personalization engine, tailor communication based on custom events, business events, user attributes such as gender, location, birthdays & anniversaries, and more.
2. You get the flexibility to personalize any part of the website for known and unknown users alike.
3. For example, for users who browsed a product and added to cart, but did NOT check out, show a personalized banner with product details and nudge users to complete the purchase. This can also be executed for unknown users to further boost sales and revenue.
4. Website personalization can be used to nudge unknown users to sign up, show recommendations to users based on previous purchases, and more.

PRO TIP:
With Web Personalization, you can further run replenishment campaigns, acquire new users through a referral program for existing users, gamify user experience, and increase repeat purchases.
EASE OF IMPLEMENTATION
★★★

5.SET BACK-IN-STOCK ALERTS ON AUTOPILOT

APPROACH:

1. Build a drip campaign using relays to automate back-in-stock alerts using business events to boost purchases.
2. Use Catalog to fetch updated product information (through periodic refreshes) such as stock remaining, price, and so on.
3. Tailor your content/message strategy with personalized tokens of stock remaining and other info.
4. Use WebEngage’s omnichannel stack to communicate across 12+ channels.
5. If you wish to test this on the dashboard, use split blocks to split your audience and perform tests based on timing, message, content, and so on.
6. For instance, for a user who’s viewed the iPhone 13 on your platform, but couldn’t complete a purchase due to low stock, create a relay to set back-in-stock alerts for said user.
7. Moreover, enable this drip campaign to nudge users when a product is about to sell out too. Replicate this process for all products your inventory might have and for product replenishment campaigns.

PRO TIP:
Low stock for particular products can indicate a good time to raise prices (to make extra revenues). At the same time, surplus inventory could mean a great time to run promotional discounts (spurring re-orders).
EASE OF IMPLEMENTATION
★★★★

6. PROVIDE A SEAMLESS ONLINE-TO-OFFLINE USER EXPERIENCE ALONG WITH GEOFENCING

APPROACH:

1. Start by mapping the user journey from the online platform to the offline store. Additionally, map user attributes and business events to your platform to suggest products when users walk into a store. Identify the touchpoints where users are most likely to interact with your brand and where geofencing could add value.
2. Geofencing technology allows you to define virtual boundaries around physical locations, enabling you to trigger specific actions when users enter or exit those areas. For example, you could use geofencing to send targeted offers or promotions to users near your store.
3. Make sure your website and app are optimized for mobile devices and include features such as location tracking and push notifications. This will enable you to deliver personalized and timely messages to users based on their location and behavior.
4. Integrate your online and offline channels by allowing users to move seamlessly from one channel to another. For example, allow users to reserve items online and pick them up in-store.
5. Track user behavior across all touchpoints and channels and use that data to optimize the user experience. For example, use A/B testing to test different messaging or offers and see which ones perform best.
6. For instance, for a user who’s viewed the iPhone 13, recommend products like a phone cover, AirPods, or an iPhone 14. Drive these purchases in-store to skip the hassle of user account creation and understanding from scratch and let the user experience the product in real time.

PRO TIP:
Consider offering exclusive online-to-offline promotions to incentivize users to visit your physical location. Monitor user feedback and make adjustments as needed to continuously improve user experience.
EASE OF IMPLEMENTATION
★★★★★

7. USE WHATSAPP STORES TO INCREASE PURCHASES

APPROACH:

1. Use Catalog to fetch updated product information (through periodic refreshes) such as stock remaining, price, and so on.
2. Set up a WhatsApp store to showcase your products. Create a dedicated WhatsApp business account and integrate said catalog within the app.
3. To increase visibility and drive traffic to your WhatsApp store, you can use a WhatsApp chatbot to promote your products. The chatbot can be programmed to provide product recommendations, answer frequently asked questions, and guide users to your store for more information.
4. To make the purchase process easy for customers, consider enabling direct checkout within WhatsApp using a payment gateway integration or providing users with a link to complete the transaction.
5. To improve the shopping experience for your customers, you can use WebEngage’s data analytics to provide personalized recommendations based on user behavior and preferences.

PRO TIP: To maximize the impact of your WhatsApp store, consider integrating it with other channels such as social media, email, and SMS. Use cross-channel promotions to drive traffic to your store and encourage customers to purchase. Additionally, keep an eye on emerging trends and technologies in the e-Commerce space to stay ahead of the competition.
EASE OF IMPLEMENTATION:
★★

IMPACT STORIES – E-COMMERCE

Sulekha – Read More About Sulekha, India’s Leading Digital Platform For Local Service Businesses, That Witnessed A 2x Boost In Revenue Using WebEngage
Moglix – Check Out How Moglix, Asia’s B2B E-Commerce Unicorn, Witnessed 40% Roi Using WebEngage
Cashify – Learn More About Cashify, An Online Marketplace For Pre-Owned Gadgets, That Drove A 359% Uplift In Revenue Using WebEngage

CONCLUSION:

In closing, e-Commerce businesses can leverage these advanced use cases to drive growth and improve the customer experience. Whether it’s using AI and machine learning to personalize the shopping experience, implementing chatbots for customer support, or leveraging blockchain for secure transactions, there are many ways that e-Commerce businesses can innovate and stay ahead of the competition.

By understanding these complex use cases and investing in the right technology, e-commerce businesses can position themselves for success in the ever-evolving e-Commerce landscape.

Take a demo with WebEngage today to implement these use cases, boost sales, and skyrocket your revenue.